Cancellation Policy
At MyJesto, we understand that plans can change. However, to maintain the efficiency of our network of merchants and delivery partners, cancellations are subject to the following conditions:
1. Cancellation by the User
Before Merchant Acceptance: The user may cancel their order without any penalty, provided that the merchant has not yet accepted the order. In this case, 100% of the amount will be immediately refunded to their MyJesto Wallet.
After Merchant Acceptance: Once the merchant accepts the order, it is assumed that the preparation of the products has begun (particularly for food and beverages). Cancellations are not permitted at this stage. If the user decides not to receive the order, the full amount will be charged, and no refund will be issued to the Wallet balance.
Courier/Parcel Orders: Cancellation is free of charge until a Delivery Partner is assigned and arrives at the pickup location. If the delivery partner is already on-site, a base cancellation fee will be charged to compensate for their travel.
2. Cancellation by the Merchant
If the merchant is unable to fulfill the order (due to lack of stock, unexpected closure, or high demand), the order will be cancelled by the system.
The user will receive a notification, and a full refund (including shipping costs) will be automatically credited to their Wallet.
3. Cancellation by MyJesto / Logistics Issues
MyJesto reserves the right to cancel an order if no Delivery Partners are available in the area, or due to extreme weather conditions that pose a safety risk.
In such cases, 100% of the order value will be refunded to the user's balance.
4. Cancellations Due to Incorrect Information
If the order cannot be delivered because the user provided an incorrect address, or if the user cannot be reached by phone after the delivery partner has waited on-site for 10 minutes, the order will be cancelled. Penalty: Since the product was prepared and the delivery driver completed the trip, no refund will be issued for the balance used.
5. Order Modifications
MyJesto does not allow modifications to orders once they have been confirmed. If the user wishes to add products, they must place a new order. If they wish to remove products, they must cancel the order (if the option is still available) and place a new one.