Last updated: [insert date]
This Refund Policy explains when and how refunds may be issued for orders placed through the Klicktake platform in the Syrian Arab Republic.
This Policy applies to all users of Klicktake, including:
Customers using the Klicktake Customer App
Merchants using the Klicktake Merchant App
Couriers using the Klicktake Courier App (where relevant)
This Policy is part of our Terms and Conditions. By placing an order through Klicktake, you agree to this Refund Policy.
1.1 Klicktake is a technology platform that connects customers, merchants, and couriers. We help facilitate orders and deliveries, but we do not produce or own the products.
1.2 Refund decisions may involve Klicktake, the Merchant, and, where applicable, the Courier, in accordance with this Policy and applicable Syrian laws.
1.3 In all cases, we may ask for clear information and, when possible, photos or evidence to review your refund request.
2.1 Before preparation starts
If you cancel an order before the Merchant starts preparing it or before a Courier is assigned (as shown in the app), you may be eligible for a full or partial refund of the order value.
Any specific cancellation rules that appear in the app for a restaurant or store may apply.
2.2 After preparation has started or courier assigned
If you cancel after the Merchant has started preparing the order or after a Courier has been assigned, the order may not be refundable, or a cancellation fee may be applied.
Delivery and service fees may still apply.
3.1 A Merchant may cancel or modify an order (for example, if an item is unavailable, or they cannot prepare the order). In such cases:
You may be informed with alternative options (replacement, partial refund, or full refund).
3.2 A Courier may be unable to complete the delivery (e.g. breakdown, safety reasons, or other issues). In such cases:
We will try to assign another courier where possible; if not, a partial or full refund may be issued depending on the situation.
You may request a refund when:
The order was never delivered, and
The Courier and Merchant cannot prove successful delivery (e.g. no delivery confirmation, no valid evidence of delivery to your address).
In such cases, after investigation, you may receive a full or partial refund of the order value. Delivery fees may or may not be refunded depending on the cause (for example, if you were unreachable at the delivery location, the fees may still apply).
You may be eligible for a refund or partial refund in these cases:
5.1 Wrong items
The items delivered are not the items you ordered (wrong product, wrong size, wrong flavor, etc.).
5.2 Missing items
One or more items you paid for were not included in the order.
5.3 Damaged items
Products are clearly damaged or spilled in a way that makes them unusable upon delivery.
Depending on the case, the resolution may include:
A full or partial refund
Replacement items (if the Merchant and area coverage allow it)
Credit or voucher to be used in future orders
We may ask for photos of the items as proof.
Because most orders involve food or consumable items, quality can be subjective. However, you may contact support if:
The food or product appears clearly unsafe to consume
There is an obvious and serious quality issue (for example, item clearly expired or spoiled)
Klicktake and the Merchant will review each case individually.
If the issue is confirmed, you may receive a partial or full refund, or credit, depending on the severity of the issue and local laws.
7.1 Delivery times shown in the app are estimates and not guaranteed.
7.2 In cases of severe delay clearly caused by the Merchant or Courier (and not by force majeure, traffic, safety or external conditions), we may, at our discretion, offer:
A partial refund of delivery fees
A credit or promotional voucher
Each case will be evaluated individually.
Refunds may be limited or not available in the following situations:
You entered a wrong address or incomplete address, and the Courier could not find you.
You were unreachable by phone or in-app contact, and the Courier attempted reasonable contact.
You refused to receive the order without a valid reason.
You did not report the problem within a reasonable time after delivery.
Abuse of refunds or repeated unjustified refund requests.
Some fees (such as delivery or service fees) may be non-refundable unless required by law.
To request a refund, you should:
Open the order details in the Klicktake app.
Use the support / help / report issue option, or contact support through the channel provided in the app.
Describe the issue clearly and attach photos or evidence when possible.
We will review your request and may contact you, the Merchant, and/or the Courier to investigate. We aim to respond within a reasonable time.
If a refund is approved, it may be provided as:
A reversal to the original payment method (if supported), or
In-app credit or voucher, or
Another method available in Klicktake in Syria (for example, settlement with cash-on-delivery in a future order), depending on technical and legal limitations.
Timing of refunds may vary depending on your bank, payment provider, or the method used.
Klicktake may update this Refund Policy from time to time.
The “Last updated” date at the top shows when it was last revised.
Your continued use of the app after any changes means you accept the updated Policy.
If you have any questions about this Refund Policy, you can contact us through the support section in the Klicktake app.
