Franco App & Franco Food Refund, Return, and Cancellation Policy

Franco Food

Last Updated: March 20, 2026

This Refund, Return, and Cancellation Policy (the “Policy”) constitutes a legally binding agreement between the user (“User”) and Franco App and its affiliated services, including Franco Food and the Franco App Clothing Store (collectively, the “Platform”). By accessing or using the Platform, the User acknowledges that they have read, understood, and agreed to be bound by this Policy.

1. Franco Food – Order Cancellation

Once an order is placed through Franco Food, it may only be canceled under the following conditions:

• The merchant has not commenced preparation of the order; and/or

• The assigned delivery driver has not accepted the order

If either condition is not met, the order shall be deemed final and in progress, and no cancellation or refund shall be permitted.

Franco reserves the exclusive right to determine and verify the order status at the time of any cancellation request.

2. Franco Food – Refund Requests

All refund requests must be submitted through the official channels provided within the Platform.

• All requests are subject to internal review and verification

• Review period: 3 to 7 business days

• Refund approval is granted solely at Franco’s discretion, in accordance with this Policy

If approved:

• Refunds will be issued using the original payment method

• Processing times are dependent on financial institutions

• Franco shall not be liable for delays caused by third-party payment processors or banks

3. Clothing Store – All Sales Final

All purchases made through the Franco App Clothing Store are final.

• No returns, exchanges, or refunds are permitted under any circumstances, except where required by applicable law

• By completing a purchase, the User expressly agrees that they waive any right to return or exchange products

4. Shipping Policy and Delivery Timeframes

Franco App Clothing Store offers both domestic and international shipping.

• Delivery times are estimates only and are not guaranteed

• International shipments may take between 32 to 44 business days (or longer) to arrive at their final destination

• Delays may occur due to customs processing, carrier issues, or other factors beyond Franco’s control

Franco shall not be held liable for:

• Shipping delays outside its direct control

• Lost, stolen, or delayed packages once transferred to the carrier

• Customs fees, import duties, or taxes imposed by the destination country

5. Damaged, Defective, or Incorrect Items

In the event a User receives a defective or incorrect item:

• The User must report the issue within 48 hours of confirmed delivery

• Valid proof (including photos or videos) must be provided

If the claim is verified:

• Franco may, at its sole discretion, provide a replacement or refund

Failure to report within the specified timeframe constitutes acceptance of the product as delivered.

6. Limitation of Liability

To the fullest extent permitted by applicable law:

• Franco disclaims all liability for indirect, incidental, or consequential damages

• Franco’s total liability shall not exceed the total amount paid by the User for the specific transaction in question

7. Fraud, Abuse, and Policy Violations

Franco reserves the right to:

• Deny any refund, replacement, or claim suspected of fraud or abuse

• Request additional verification information

• Suspend or terminate User accounts found to be in violation of this Policy or Platform Terms

8. Governing Terms and Modifications

This Policy shall be governed in conjunction with Franco’s Terms and Conditions.

Franco reserves the right to:

• Modify, update, or replace this Policy at any time without prior notice

• Enforce the updated Policy immediately upon publication on the Platform

9. Acceptance

By using the Platform and completing any transaction, the User expressly acknowledges and agrees to be legally bound by this Policy.