Refund & Cancellation Policy

1. Cancelling an Order

• Before the store accepts: you can cancel for a full refund.
• After the store accepts but before preparation: you may cancel, and a full or partial refund may apply depending on the work already done.
• After preparation or pickup by a driver: orders generally cannot be cancelled, because the store has already made your items and the driver is on the way.
• Scheduled orders: you can cancel or modify up to one (1) hour before the scheduled time for a full refund.

2. If the Store or Waly Market Cancels

• If a store cannot fulfill your order (for example, an item is out of stock or the store must close), you receive a full refund automatically.
• If no driver is available for a scheduled delivery, we will offer you the choice to wait, switch to pickup, or cancel for a full refund.

3. Problems With Your Order

• Missing item: the price of the missing item is refunded.
• Wrong item: refund or replacement credit for the affected item.
• Damaged or spoiled item: refund or credit with photo evidence submitted within 48 hours of delivery.
• Order never arrived: full refund after review.
• Late delivery: if your delivery arrives more than 30 minutes after the estimated time, you may receive an automatic credit.

Report a problem in the app from your order details within 48 hours of delivery. Refunds are issued to your original payment method and typically appear within 5 to 10 business days. Credits appear in your account immediately.

4. Returns

• Restaurant and prepared food: cannot be returned for health and safety reasons. Problems are resolved with refunds or credits.
• Grocery and international market items: cannot be returned through the app. Wrong, damaged, or spoiled items are resolved with refunds or credits.
• Retail items (clothing and general goods): returns are handled directly between you and the store under the store's own return policy. Use the “Request Return” option in your order details to contact the store. When the store approves, your refund is issued through the app.

5. Tips

Tips go 100% to your driver. Tips are refunded only when the entire order is cancelled before pickup or the order never arrived.

6. Fair Use

We track refund activity to keep the Platform fair for stores and drivers. Accounts with a pattern of excessive or fraudulent refund claims may require additional verification (such as photos) or lose refund privileges, and may be deactivated for abuse.

7. Questions

Contact support in the app, email help@walymarket.com, or call +1 (929) 613-8255.