Cancellation & Refund Policy

Cancellation

Once an order is confirmed, it cannot be canceled by the customer. However, if the customer wishes to cancel the order before it is confirmed, they can do so without incurring any charge. In case the customer cancels the order after it has been confirmed, a cancellation fee of a minimum of SCR 50 may be charged by the Knock Knock delivery app. The app reserves the right to decide whether to refund the order value or recover the complete/deficit cancellation fee from the customer's subsequent order to compensate the restaurant and delivery partners.

Knock Knock delivery app may cancel an order in the following circumstances:

• The designated address falls outside the delivery zone offered by the app.
• The customer cannot be contacted via phone or email at the time of confirming the order booking.
• The order cannot be delivered due to a lack of information, direction, or authorization from the customer at the time of delivery.
• The receiver is absent at the time of delivery and/or the property is locked at the time of delivery.
• All the items ordered by the customer are unavailable at the time of booking the order.

Refunds

Customers will be entitled to a refund if any of the following circumstances occur:

• The order packaging has been tampered with or damaged at the time of delivery.
• The Knock Knock delivery app cancels the order due to the delivery location being outside its designated delivery zones.
• The customer cancels the order at the time of confirmation due to the unavailability of the items they ordered.

The decision on refunds will be at the sole discretion of the Knock Knock delivery app and will be final and binding. Refund amounts will be credited to the customer's account within 3-4 business days in accordance with the terms that may be stipulated by the bank which has issued the credit/debit card.