Refund Policy

Franco Food

Last Updated: February 12, 2026

This Refund Policy establishes the terms and conditions governing order cancellations and refunds made through the Franco Food platform (the “Platform”). By using the Platform, users expressly agree to the provisions set forth herein.

1. Right to Cancel

Once a user places an order through the Platform, the order may be canceled only under the following conditions:

• The merchant has not started preparing the order; and/or

• The assigned driver has not accepted the order.

If either the merchant has begun preparation or the driver has accepted the order, the order will be considered in progress and will no longer be eligible for cancellation or refund.

Franco Food reserves the right to verify the actual status of the order at the time the cancellation request is received.

2. Cancellation Request Procedure

All cancellation requests must be submitted through the official channels available within the Platform.

Each request will be subject to an internal review by the Franco Food team. The user acknowledges and agrees that:

• The review process may take between three (3) and seven (7) business days.

• Approval of any refund is conditional upon compliance with the terms outlined in this Policy.

3. Refund Processing

If a refund request is approved:

• The refund will be processed using the same payment method used for the original transaction.

• The time required for the funds to appear in the user’s account will depend solely on the policies and processing times of the user’s bank or financial institution.

• Franco Food is not responsible for delays caused by banks or payment processors.

4. Limitations and Reservation of Rights

Franco Food reserves the right to:

• Deny refund requests that do not meet the conditions established in this Policy.

• Request additional information to complete the verification of a claim.

• Temporarily withhold or refuse a refund in cases involving suspected misuse, fraud, or violation of the Platform’s terms and conditions.

5. Acceptance

Continued use of the Platform constitutes full acceptance of this Refund Policy. Franco Food may update or modify this Policy at any time by publishing the revised version on its website or within the application.