Refund Policy

This Refund Policy explains how refunds, cancellations, and order issues are handled for orders placed through Roufy's website, QR ordering system, or digital ordering experience.

Throughout this policy, "Roufy's," "we," "us," and "our" refer to Roufy's. "You" refers to the customer placing an order.

1. Food Orders Are Prepared Fresh

Roufy's prepares food orders fresh and on demand. Because food items are perishable and prepared specifically for each order, we generally cannot accept returns once an order has been prepared, served, dispatched, or collected.

Refunds may only be considered in the situations described below.

2. Order Cancellation

You may request to cancel an order as soon as possible after placing it. A cancellation may be accepted only if the order has not yet been accepted by the restaurant, prepared, sent to the kitchen, served, dispatched, or collected.

Once preparation has started, Roufy's may not be able to cancel the order or issue a refund.

• You were charged but the order was not received by Roufy's.
• A payment was duplicated by mistake.
• A paid order was cancelled by Roufy's.
• A major item was missing from your order.
• You received the wrong item.
• The order had a serious quality issue that was reported promptly.
• A technical issue caused an incorrect charge.

Refund decisions are reviewed case by case.

If there is a problem with your order, contact Roufy's as soon as possible on the same day of the order.

To help us review the issue, please provide:

• Your order number, if available.
• The phone number used for the order.
• The branch or table number, if applicable.
• A clear description of the issue.
• Photos, if relevant.

Roufy's may offer a replacement, correction, partial refund, full refund, or store credit depending on the situation.

Approved refunds are usually processed back to the original payment method. Timing depends on your bank, card issuer, wallet provider, or payment processor and may take several business days.

9. Non-Refundable Situations

• You changed your mind after the order was prepared.
• You entered the wrong pickup time, branch, table, phone number, or delivery details.
• You did not collect the order within a reasonable time.
• You disliked an item but it was prepared correctly.
• The issue was reported too late for Roufy's to verify.
• The order was affected by circumstances outside Roufy's control.

10. Contact Us

For refund or order-related questions, contact Roufy's: