Refund Policy
At MyJesto, we strive to provide exceptional service. As a platform based on a Prepaid Balance (Wallet) system, our refund policies are designed to ensure transaction transparency and security.
1. Wallet Balance Refunds (Top-ups)
Purpose of Top-ups: Any balance voluntarily added by a user to their MyJesto Wallet is intended solely for the consumption of services within the platform.
Non-Withdrawable: Once a user has voluntarily added funds to their Wallet, said balance is non-refundable via cash, bank transfer, or credit/debit card reversal, except in the event of a proven technical error during the top-up processing.
Expiration: Wallet balance does not expire as long as the user's account remains active.
2. Order Cancellations
Prior to Acceptance: If an order is canceled by the user before the Merchant accepts it, the full amount will be automatically and immediately credited back to their MyJesto Wallet.
After Acceptance: Once the Merchant has accepted the order and begun preparation, no refunds will be issued for user-initiated cancellations, as the Merchant's supplies and time have already been committed.
Cancellation by MyJesto/Merchant: If MyJesto or the Merchant cancels an order due to lack of stock, logistical issues, or *force majeure* (unforeseen circumstances), a 100% refund will be issued to the Wallet balance.
3. Quality Issues or Incorrect Orders
Reporting Issues: Users have 10 minutes following delivery to report damaged products, incomplete orders, or incorrect items via the App's Help Center.
Resolution: After verifying the evidence (photographs and receipts), MyJesto may issue a partial or full refund exclusively in the form of Wallet credit. Under no circumstances will refunds be issued outside of the MyJesto platform. Exclusions: Refunds will not be issued for minor discrepancies in food appearance (compared to photos in the app) or for personal taste preferences.
4. Delivery Errors
If an order is not delivered due to an error by the Delivery Partner, the full value of the order plus the delivery fee will be credited to the user's Wallet.
If the order is not delivered because the user was not present at the delivery address or did not respond to calls (after a 15-minute waiting period by the delivery driver), the order will be marked as delivered, and no refund will be granted.
5. Fraud Prevention
MyJesto reserves the right to freeze a Wallet balance and deny any refund request if patterns of abuse, multiple accounts, or attempted credit card fraud (used to top up the balance) are detected.