1. Scope
This policy applies to orders placed through the WSSEL customer application and website. It should be read together with our Terms and Conditions and Refund Policy.
2. Cancelling as a customer
You can cancel an order free of charge while it is still pending and the restaurant has not begun preparing it. Open the order in the WSSEL app and use the cancel option, or contact support immediately.
Once the restaurant has accepted the order and started preparation, the food is already being made and the order can normally no longer be cancelled in the app. Contact support and we will do our best to help, but a charge may still apply for food that has been prepared.
Once a delivery partner has collected the order, it cannot be cancelled. If something is wrong with what you receive, see our Refund Policy.
3. Cancellation by a restaurant
A restaurant may decline or cancel an order when an item is out of stock, the kitchen is closed or at capacity, or the order cannot be prepared as requested. You are notified in the app and any amount already charged is refunded in full.
4. Cancellation by WSSEL
We may cancel an order where no delivery partner is available in the area, where the delivery address is outside the service zone or cannot be reached, where the contact number provided is unreachable, where payment cannot be authorised, or where we detect fraud or a breach of our terms. Any amount already charged is refunded in full unless the order was completed.
5. Failed deliveries
If the delivery partner arrives and cannot hand over the order because nobody is available at the address or the contact number does not answer, the order may be treated as completed and may not be refundable. Please keep your phone reachable while an order is on the way.
6. Repeated cancellations
Accounts with a pattern of repeated cancellations, failed deliveries, or abusive behaviour may be restricted or suspended in line with our Terms and Conditions.
7. What happens to your payment
Cash orders are simply closed with nothing to collect. Card and digital payments that were already captured are refunded to the original payment method, and processing times follow our Refund Policy.
8. Your statutory rights
Nothing in this policy limits any mandatory consumer rights available to you under applicable law.
9. Contact
For cancellation questions, contact WSSEL at cs@wssel.app, call +972 52-248-3301, or use our contact page.