Refund & Cancellation Policy

1. General

Yallasheal is the merchant of record for your payment. All amounts are in UAE Dirhams (AED). This Policy operates alongside your statutory rights under UAE consumer protection law, which are not affected.

2. Returns (Food & Beverage)

Yallasheal sells food and beverage items prepared to order. For food safety and hygiene reasons, food and beverage items cannot be returned or exchanged once prepared or collected. Where there is a problem with your order, it is resolved by a refund or replacement in accordance with this Policy rather than by a physical return. If an item is wrong, missing, defective or unsafe, please do not consume it and contact us so we can arrange a refund or, where possible, a replacement.

3. Cancelling an Order

• You may request cancellation before the Vendor begins preparing your order - in this case you receive a full refund;
• Once preparation has started, an order generally cannot be cancelled because items are made to order;
• To request a cancellation, use the app or contact info@yallasheal.com as soon as possible.

4. When You Are Entitled to a Refund

You are entitled to a full or partial refund where:

• Your order was cancelled before preparation began;
• An item was unavailable or missing from your order;
• You received the wrong item, or an item that was defective, unsafe or not as described;
• The Vendor was closed or could not fulfil the order;
• A confirmed technical error or duplicate charge occurred.

5. Non-Refundable Items

Except where required by law or where a confirmed error occurred, the following are generally non-refundable: orders already collected and not reported as faulty within a reasonable time; wallet top-ups, gift vouchers and tips; and service or platform fees on completed orders.

6. How to Request a Refund

Contact us through the app or at info@yallasheal.com, ideally within 24 hours of the pickup time, with your order number and details (and a photo where an item was wrong or defective). We may check with the Vendor before approving a refund.

7. Refund Method and Timing

Approved refunds are issued to your original payment method. Once approved, refunds are typically processed within 7–14 business days, depending on your bank or card issuer. We will confirm when a refund has been processed.

8. Disputes and Chargebacks

If you have a concern, please contact us first - we aim to resolve issues quickly and fairly. If you raise a chargeback with your bank, we may provide the bank with order and fulfilment records to help resolve the dispute.

9. Contact

Yallasheal MK INNOVATIONS L.L.C-FZ, Dubai, UAE. Email info@yallasheal.com; support hours 9am - 5pm.