1. Scope
This policy applies to orders placed through the WSSEL customer application and website, and to payouts related to those orders for restaurants and delivery partners. It should be read together with our Terms and Conditions and Cancellation Policy.
2. When you can request a refund
You may request a refund when any of the following happens:
- The order was never delivered.
- Items are missing from the delivered order.
- The wrong items were delivered.
- Items arrived damaged, spilled, or unfit to consume.
- The restaurant cancelled the order after payment was taken.
- You were charged more than the total shown at checkout.
3. How to request a refund
Open the order in the WSSEL app and use the support option, or contact us at cs@wssel.app or +972 52-248-3301. Please report the problem as soon as reasonably possible after delivery so we can investigate with the restaurant and the delivery partner. We may ask for the order number, a short description, and photographs of the items received.
4. How refunds are issued
Approved refunds are returned to the original payment method wherever possible. Where the original method cannot receive a refund, or where you prefer it, we can issue the amount as WSSEL wallet credit that can be used on a future order.
Card refunds are normally submitted within 2 business days of approval. The time it takes for the money to appear on your statement depends on your bank or card issuer and is usually between 3 and 10 business days.
Cash orders are refunded as wallet credit or, where required, by an agreed alternative arrangement with our support team.
5. Partial refunds
Where only part of the order was affected, we refund the value of the affected items and any fees attributable to them, rather than the full order total.
6. Requests we may decline
We may decline a refund where the order was delivered as ordered and described, where the issue is reported long after delivery and can no longer be verified, where an incorrect delivery address or unreachable contact number prevented delivery, or where we identify a pattern of abusive or fraudulent claims on an account.
7. Restaurants and delivery partners
When a refund is caused by a restaurant or delivery partner, the amount may be recovered from the corresponding payout in line with the partner agreement. Partners can review adjustments in the earnings section of their WSSEL application.
8. Your statutory rights
Nothing in this policy limits any mandatory consumer rights available to you under applicable law.
9. Contact
For refund questions, contact WSSEL at cs@wssel.app, call +972 52-248-3301, or use our contact page.