Refund Policy

  1. Introduction

This Refund Policy (“Policy”) explains how refunds are handled for all orders placed through the easy platform (“Platform”) in the Hashemite Kingdom of Jordan.
This Policy is an integral part of the:

  • easy Terms & Conditions
  • easy Privacy Policy
  • easy Business Partner Agreement

Where this Policy is silent, the Terms & Conditions prevail.

  1. Definitions
  • Food Meal Orders: Orders placed with restaurants, cafes, pastry shops, juice bars, etc.
  • Non-Food Orders: Groceries, electronics, flowers, gifts, beauty, home items, etc.
  • Online Payment: Card/e-wallet/digital payment processed on the Platform.
  • COD (Cash on Delivery): Payment collected after delivery.
  • Business Partner (BP): Merchant preparing the goods.
  • Delivery Champion: Rider delivering the order.
  1. General Refund Principles

easy facilitates refunds according to:

  • Jordanian Consumer Protection Law
  • Terms & Conditions
  • Business Partner rules and approvals
  • The payment method used
  • The fulfillment stage of the order

Refunds are never issued in violation of the rules in the Terms & Conditions.

  1. Refund Rules for Food Meal Orders
    1. Before BP Accepts the Order
  • Online payment: Full refund.
  • COD: No refund (no payment was collected).
    1. After BP Accepts the Order

Food orders cannot be cancelled or refunded once accepted, except in these legally permitted cases:

  • Incorrect items
  • Unsafe/spoiled/contaminated/unfit food
  • Order not delivered or delivery failure due to champion, partner or easy mistakes
  • Deceptive or misleading information
  • As required by Jordanian consumer law

In these cases:

  • Online payment: Full refund depending on issue severity and BP approval.
  • COD: Full refund issued only if payment was collected.
    1. After Delivery to Customer

Refunds may be issued only if:

  • Item is wrong
  • Food is unsafe/spoiled/unfit
  • Items are missing
  • Order was never delivered
  • Consumer rights apply

easy will require evidence (photo/video) before processing the refund.

  1. Refund Rules for Non-Food Orders

Non-food orders follow Jordanian Consumer Protection Law:

    1. Customer Right to Withdraw

For eligible non-food items, customers may cancel/return within two (2) business days, provided the item is:

  • Unopened
  • Unused
  • Undamaged
    1. Defective, damaged, or incorrect items

Customer receives a full refund or replacement.

  1. Refund Rules Based on Payment Method
    1. Online Payment

If eligible, refunds are issued:

  • To easy Wallet (default unless customer requests otherwise) or
  • To the original payment method

Timeframes:

  • Local banks: 7–14 business days
  • International banks: up to 30 days
    1. Cash on Delivery (COD)

Since payment occurs only at delivery:

  • If customer never paid - No refund
  • If customer paid and refund is approved - refund issued to:
    • easy Wallet (default), or
    • Bank account / e-wallet upon request

7. Refund Rules Based on Order Stage

 

 

Stage

Online Payment

COD

Before BP Accepts

Full refund

No refund (no payment collected)

After BP Accepts (Food Orders)

Refund only if issue permitted under law

Refund only if BP-approved + payment collected

After Champion Pickup (Food Orders)

Case-based; if food already prepared, refund may be rejected

Usually no refund unless BP-approved

After Delivery

Refund if issue falls under consumer-protection rules

Refund only if payment collected + legally valid issue
  1. Fees and Deductions
  • easy’s fixed fee per order is non-refundable, unless the refund results from an error caused by easy.
  • Payment gateway fees are refunded only where required by Jordanian law or if the transaction is voided before settlement.
  • Champion tips paid online are refunded to the wallet.
  1. Refund Processing Timelines
  • Wallet refunds: Instant – 24 hours
  • Card refunds: 7–14 business days
  • International cards: up to 30 days
  • COD refunds: 3–7 business days
  1.   Non-Refundable Situations

Refunds are not provided when:

  • Incorrect/incomplete address provided by customer
  • Customer unreachable or refuses delivery
  • Customer fails to provide required ID for restricted items
  • Customer delays receiving the order causing spoilage
  • Customer attempts to cancel a food order after acceptance (except legally allowed cases)
  • Signs of misuse or refund abuse
  • Items were opened, damaged, used (for non-food orders)
  • Temperature or condition issues arising from customer-side delays
  1.   Evidence Requirements

easy may require:

  • Photos
  • Videos
  • Order details
  • Written explanation

Failure to provide evidence may result in rejection of the refund request.

 

  1.   Refund Method

Refunds are issued to:

  • easy Wallet (default)
  • Original payment card
  • Bank account/e-wallet (for COD refunds, upon request)
  1. Fraud, Abuse, and Compliance

easy may refuse or reverse refunds if:

  • Fraud, misuse, or manipulation is detected
  • Multiple refund requests show abuse patterns
  • The order contradicts Terms or violates consumer protection law

easy may suspend or terminate accounts involved in misconduct.

  1. Changes to This Policy

easy may update this Refund Policy at any time.
Updates will be published on the Platform and take effect immediately unless required otherwise by Jordanian law.

 

  1. Contact

For refund support, contact: