Cancellations and refunds

Use the cancellation option shown on the active order when it is available. Its availability depends on the actual order stage and the rules applied to that order. Sending a message, closing the app or deleting a notification does not itself cancel the order. Check for a confirmed cancelled status and retain the order reference.

Once a merchant accepts or starts preparing an order, the available self-service options may change. Contact support when the app does not offer cancellation. An order already collected by a courier needs review rather than an assumption that it can be stopped without cost. Support considers the recorded stage, goods involved, work already performed and applicable rights.

A merchant or Neeim operations may be unable to fulfil an order because of stock, availability, a payment issue or another recorded reason. A confirmed cancellation should be reflected in the order record. If the app still shows an earlier state, refresh the order and contact support; do not treat a stale display as a new charge or a separate order.

The order workflow and the financial settlement are separate. A record may show that a refund is owed, that a transfer needs review, that an eligible wallet amount was credited, or that an external refund was completed. These are different outcomes. A cancelled status alone does not mean a bank account has already received money.

The review considers what was actually paid, any eligible credit used, the items supplied, the cancellation reason and any lawful charges for work already performed. An unused discount is not a cash payment. Any proposed adjustment should be explained for the particular order; there is no blanket promise that every cancellation is fully refundable or that no cancellation is refundable.

Timing can depend on payment verification, the receiving party, the refund method and the bank or payment provider. Neeim does not publish a fixed completion period here without a confirmed process for the relevant method. Support should distinguish a refund decision from the date the recipient actually receives funds. Do not send additional money to unlock a refund.

Use order support promptly and identify the affected items. Provide reasonable evidence when requested, without sharing unrelated financial details. Prepared food, perishable goods and other products may require different handling. The appropriate remedy depends on the facts and your applicable rights, not merely the fact that an item belongs to a particular category.

Ask support to explain an unresolved cancellation or adjustment and quote the order reference and payment reference where relevant. Keep the response for your records. Nothing in this policy limits rights or complaint routes that cannot lawfully be excluded.