Refund Policy

1. Pickup orders, by order status

Completed (completed normally)

No refund will be issued by ZOMI. If you require a refund for this type of order, please contact the Merchant directly.

Completed (the Merchant did not prepare the order, or did not keep it available for you at the Pickup Time)

Please contact hello@zomi.menu. ZOMI will provide a final decision regarding your refund after completing its investigation.

Canceled automatically (the Merchant did not accept the order within the required time)

ZOMI will automatically issue a Full Refund.

Canceled by ZOMI after a risk review

ZOMI may cancel an order after detecting a suspected High-Risk User Account, an Unauthorized or Fraudulent Card Transaction, Abusive or Fraudulent Ordering Activity, or other similar activity. Please email hello@zomi.menu regarding your specific circumstances. ZOMI will provide a final decision regarding your refund after completing its investigation.

Canceled by the Merchant

ZOMI will automatically issue a Full Refund.

Marked as out of stock by the Merchant

The Merchant may mark any Item in an existing order as out of stock. However, a refund must be processed separately, and whether a refund is issued for an out-of-stock Item is entirely at the Merchant’s discretion. If one or more Items are marked as out of stock and you no longer want the remaining Items in the order, please contact the Merchant to cancel the entire order.

Preparation delayed by the Merchant

The Merchant may extend the preparation time without a fixed limit. Whether a Partial Refund or Full Refund is issued for a delayed order is entirely at the Merchant’s discretion. If you require compensation or a refund for this type of order, please communicate directly with the Merchant. ZOMI will not process a refund on the Merchant’s behalf without the Merchant’s authorization, and ZOMI will not be responsible for refunding this type of order.

2. Pickup orders handled only by the Merchant

For the following, ZOMI does not issue refunds. Please contact the Merchant directly.

• Refund requests relating to food quality, portion size, missing or substituted ingredients, food appearance, food not matching its image, food packaging quality or damage, Food Safety Concerns, or similar issues. For Food Safety Concerns, users are advised to contact the relevant authorities.
• Refund requests relating to the Packaging Fee or Packaging Tax. The amount of the Packaging Fee and Packaging Tax is configured entirely by the Merchant and is paid to the Merchant in full.
• Refund requests relating to the Pickup Tip. The Pickup Tip is paid to the Merchant in full.

3. Pickup orders, additional notes

• If the Merchant cancels the entire order through the ZOMI for Restaurant App, you will receive a Full Refund, including the Food Total, Food Tax, Pickup Tip, Packaging Fee, Packaging Tax, Service Fee, and Service Fee Tax.
• ZOMI will not cancel an entire order on the Merchant’s behalf without the Merchant’s authorization.
• If the Merchant does not agree to issue a refund for an order, ZOMI will not independently refund the Service Fee or Service Fee Tax for that order.
• No refund will be issued directly by ZOMI if you ordered from the wrong Merchant, selected the wrong Items, selected the wrong Pickup Time, placed the order using the wrong ZOMI Account, provided incorrect Contact Information, used the wrong Payment Method, were unable to pick up the order for reasons attributable to you, or made any similar error.
• If you fail to pick up your order at the Pickup Time and the Merchant no longer keeps the order available, please contact the Merchant to request a refund directly from the Merchant.
• If the Merchant did not prepare the order or did not keep the order available for you at the Pickup Time, please contact hello@zomi.menu. ZOMI will provide a final decision regarding your refund after completing its investigation.

4. Delivery orders, by order status

Completed (completed normally)

No refund will be issued by ZOMI. If you require a refund for this type of order — limited to the Food Total, Food Tax, Merchant Tip, Packaging Fee, Packaging Tax, or other similar charges — please contact the Merchant directly.

Exception (the Delivery Partner canceled only the Delivery Service)

This covers special circumstances such as the Courier being unable to reach the pickup address, the Courier being unable to reach the Delivery Address, or no available Courier being found in the area for an extended period. Please contact hello@zomi.menu. ZOMI will provide a final decision regarding your refund after completing its investigation.

Canceled by you (the Merchant had not yet accepted the order and no Courier had been assigned)

ZOMI will automatically issue a Full Refund.

Canceled by you outside ZOMI (you contacted ZOMI’s Delivery Partner or the Courier directly instead of canceling through ZOMI)

No refund will be issued by ZOMI. If you require a refund for this type of order, please contact the Merchant directly.

Canceled automatically (the Merchant did not accept the order within the required time)

ZOMI will automatically issue a Full Refund.

Canceled by ZOMI after a risk review

ZOMI may cancel an order after detecting a suspected High-Risk User Account, an Unauthorized or Fraudulent Card Transaction, Abusive or Fraudulent Ordering Activity, or other similar activity. Please email hello@zomi.menu regarding your specific circumstances. ZOMI will provide a final decision regarding your refund after completing its investigation.

Canceled by the Merchant

ZOMI will automatically issue a Full Refund.

Exception (the Courier canceled the Delivery Service — for example, because the Merchant did not prepare the order within the required time or did not hand it to the Courier)

Please contact the Merchant to request a refund. ZOMI will not process the refund on the Merchant’s behalf without the Merchant’s authorization. If the Merchant does not agree to issue a refund, ZOMI will not independently refund the Service Fee, Service Fee Tax, Delivery Fee, Delivery Fee Tax, Courier Tip, Local Courier Fee, or any other related charges.

Marked as out of stock by the Merchant

The Merchant may mark any Item in an existing order as out of stock. However, a refund must be processed separately, and whether a refund is issued for an out-of-stock Item is entirely at the Merchant’s discretion. If one or more Items are marked as out of stock and you no longer want the remaining Items in the order, please contact the Merchant to cancel the entire order.

Preparation delayed by the Merchant

The Merchant may extend the preparation time without a fixed limit. Whether a Partial Refund or Full Refund is issued for a delayed order is entirely at the Merchant’s discretion. If you require compensation or a refund for this type of order, please communicate directly with the Merchant. ZOMI will not process a refund on the Merchant’s behalf without the Merchant’s authorization, and ZOMI will not be responsible for refunding this type of order.

5. Delivery orders handled only by the Merchant

For the following, ZOMI does not issue refunds. Please contact the Merchant directly.

• Refund requests relating to food quality, portion size, missing or substituted ingredients, food appearance, food not matching its image, food packaging quality or damage, Food Safety Concerns, or similar issues. For Food Safety Concerns, users are advised to contact the relevant authorities.
• Refund requests relating to the Packaging Fee or Packaging Tax. The amount of the Packaging Fee and Packaging Tax is configured entirely by the Merchant and is paid to the Merchant in full.
• Refund requests relating to the Merchant Tip. The Merchant Tip is paid to the Merchant in full.
• Refund requests arising when the Courier cancels the Delivery Service because the Merchant did not prepare the order, or did not prepare it within the required time.

6. Delivery orders handled by ZOMI

ZOMI handles refund requests for the following:

• The entire order, or part of the order, was lost for Delivery-Related Reasons.
• The entire order, or part of the order, was damaged for Delivery-Related Reasons.
• The order was delayed by more than 30 minutes after the Courier picked it up.
• No Courier was assigned for an extended period — for example, when no Courier was available in the area.

7. Delivery orders, additional notes

• If the Merchant cancels the entire order through the ZOMI for Restaurant App, you will receive a Full Refund, including the Food Total, Food Tax, Merchant Tip, Packaging Fee, Packaging Tax, Service Fee, Service Fee Tax, Delivery Fee, Delivery Fee Tax, Courier Tip, and Local Courier Fee.
• ZOMI will not cancel the entire order on the Merchant’s behalf without the Merchant’s authorization.
• If the Merchant does not agree to issue a refund for an order, ZOMI will not independently refund the Service Fee, Service Fee Tax, Delivery Fee, Delivery Fee Tax, Courier Tip, Local Courier Fee, or any other related charges.
• No refund will be issued directly by ZOMI if you ordered from the wrong Merchant, selected the wrong Items, selected the wrong Pickup Time, placed the order using the wrong ZOMI Account, provided incorrect Contact Information, provided an incorrect Delivery Address, used the wrong Payment Method, were unable to receive the order for reasons attributable to you, or made any similar error.
• If the Merchant did not prepare the order, or did not keep it available until the designated time for the Courier to pick it up, please contact hello@zomi.menu. ZOMI will provide a final decision regarding your refund after completing its investigation.

8. Contact

Questions about a refund, or a request that this policy says ZOMI handles: hello@zomi.menu. Changes you may want to make to an order that has already been placed are covered by our Modify Order Policy.