ValkGo Cancellation Policy

At ValkGo, we aim to ensure a smooth and efficient delivery process for all our customers. We understand that there may be situations where you need to cancel an order, and this policy outlines the terms and conditions for cancellations and related charges.

1. Order Cancellation by the Customer

Customers can cancel their order under the following conditions:

• Before Preparation:
  • You can cancel your order within 5 minutes of placing it, provided the restaurant or service provider has not started preparing the order. In this case, a full refund will be issued, including delivery fees.
     
• After Preparation:
  • If the restaurant or provider has already started preparing the order, the cancellation may still be possible, but a refund will not be issued for the food or products prepared. Delivery fees may also still apply.

How to Cancel an Order:

1. Open the ValkGo app or website and navigate to "Order History."
2. Select the order you wish to cancel.
3. If cancellation is still possible (within 5 minutes), you will see a "Cancel Order" button.
4. Confirm the cancellation, and any applicable refunds will be processed.

For any issues or questions about cancellations, please contact our support team via the app or website.

2. Automatic Cancellation

• Unavailability of Items: If the restaurant or service provider informs us that an item in your order is unavailable and cannot be replaced, ValkGo may automatically cancel the order on your behalf. In this case, a full refund will be issued.

• Delivery Delays: In cases where the delivery is significantly delayed due to reasons beyond your control (such as restaurant delays or driver issues), ValkGo may offer the option to cancel the order. A full refund or a partial refund may be issued depending on the status of the order at the time of cancellation.
   

3. Cancellations by ValkGo or Partners

ValkGo or its restaurant/service partners may cancel an order under the following circumstances:

• Restaurant Closure: If the restaurant or service provider is unable to fulfill your order due to closure, technical issues, or other unforeseen circumstances.
• Incorrect or Incomplete Delivery Information: If the delivery address provided is incorrect or incomplete, and the driver is unable to contact the customer for clarification.
• Suspected Fraud: If ValkGo suspects fraudulent activity related to the order.

In such cases, customers will be notified, and a full refund will be processed.
 

4. Refund Process

• Refunds will be processed to your original payment method within 5-7 business days of the cancellation confirmation.
• ValkGo credits may be offered as an alternative to refunds for future orders, depending on customer preference.

5. Non-Refundable Items

• Delivery Fees: In most cases, delivery fees are non-refundable if the order has already been dispatched or prepared, even if the order is canceled afterward.
• Partially Delivered Orders: If only part of your order is canceled (e.g., specific unavailable items), you will be refunded for those items only. The rest of the order, including delivery fees, will still be charged.
   

6. Contact Us

If you experience any issues with your order or have questions regarding cancellations, please contact our support team through the following channels:

• Email: Contact@valkgo.com
• Phone: +213549650133
• Live Chat: Available in the ValkGo app

We aim to resolve all issues promptly and ensure the best experience for our customers.

Important Notes:

• ValkGo reserves the right to update or change this cancellation policy at any time.
• By placing an order through ValkGo, you agree to the terms outlined in this cancellation policy.