1. Merchant cancellations
A merchant should cancel an order only when it cannot reasonably fulfill the order, such as when products are unavailable, the store is unexpectedly closed, a material pricing error occurred, or fulfillment would be unsafe or unlawful.
2. Customer cancellations
When a customer cancellation is allowed, Waly Market will apply the customer Refund and Cancellation Policy and the merchant agreement. Responsibility for costs may depend on whether preparation or fulfillment had materially begun and which party caused the cancellation.
3. Missing or incorrect items
Merchants are responsible for accurately preparing and packaging accepted orders. Waly Market may issue customer refunds or credits for confirmed missing, incorrect, damaged, spoiled, or materially misrepresented items and may allocate responsibility according to the merchant agreement and available evidence.
4. Substitutions
For grocery, market, and retail orders, substitutions must follow the customer's stated preferences and available Waly Market workflow. A merchant should not knowingly substitute materially different products without the required customer approval.
5. Disputes
A merchant disputing a refund, charge, fee, or adjustment should use available support channels and provide relevant order records, photographs, receipts, preparation records, or other evidence. Waly Market will review disputes in good faith.
6. Fraud
Waly Market may deny or reverse claims that are fraudulent, duplicated, manipulated, or inconsistent with available evidence.