Effective Date: July 1, 2026 | Last Updated: July 1, 2026
At Tawazay, customer satisfaction is our priority. We are committed to providing high-quality food, reliable service, and a positive customer experience. This Refund Policy outlines the circumstances under which refunds, replacements, or order adjustments may be considered.
By placing an order with Tawazay, you agree to the terms outlined in this Refund Policy.
We strive to ensure every order is prepared accurately, delivered safely, and meets our quality standards. If an issue occurs with your order, our Customer Support Team will work with you to resolve it fairly and promptly.
A refund, replacement, or store credit may be considered in the following circumstances:
Incorrect Order Delivered — if you receive items that are significantly different from what you ordered (wrong pizza delivered, missing main items, incorrect meal selection, incorrect beverage provided), please notify us as soon as possible.
Missing Items — if an item paid for is not included in your order, we may provide a replacement item, store credit, or partial refund, subject to verification.
Damaged or Compromised Food — if food arrives in a condition that makes it unsuitable for consumption due to packaging damage, significant spillage, or delivery-related issues, please contact us immediately with supporting details.
Duplicate Payment — if a customer is charged multiple times for the same order due to a technical or payment processing issue, the duplicate amount will be refunded after verification.
Cancelled Orders by Tawazay — if Tawazay is unable to fulfill an order due to product unavailability, operational issues, delivery restrictions, or technical problems, and payment has already been collected, a full refund will be processed.
Change of Mind — refunds are generally not available after food preparation has started simply because a customer changes their mind.
Incorrect Customer Information — Tawazay is not responsible for delays or delivery failures resulting from incorrect addresses, incorrect phone numbers, or inaccessible delivery locations.
Customer Preference Issues — refunds may not be granted solely because a customer dislikes flavor preferences, spice levels, or personal taste preferences, provided the product matches the menu description and quality standards.
Delays Beyond Reasonable Control — refunds are generally not available for delays caused by severe weather conditions, road closures, traffic disruptions, public emergencies, or government restrictions.
To request a refund or report an issue, customers should contact Tawazay Customer Support as soon as possible. When contacting support, please provide your order number, customer name, contact number, description of the issue, and photographs (if applicable). Providing complete information helps us resolve concerns more efficiently.
To ensure fairness and prevent misuse, Tawazay reserves the right to review order records, verify delivery information, request supporting evidence, and investigate reported issues. Refund decisions are made based on available information and company policies.
Original Payment Method — where technically possible, refunds will be returned to the payment method originally used.
Store Credit — customers may receive store credit for future purchases.
Replacement Orders — in certain situations, a replacement order may be offered instead of a refund.
Processing times may vary depending on the payment provider. Typical timelines are:
Actual processing times may vary depending on financial institutions and payment service providers.
For orders purchased using discount codes, promotional offers, loyalty rewards, or gift vouchers, refund amounts may be adjusted to reflect the actual amount paid after discounts.
Tawazay reserves the right to deny refund requests where fraudulent activity is suspected, false claims are submitted, or abuse of refund policies is identified. Repeated misuse may result in account restrictions or refusal of future service.
If a customer believes there is a genuine food safety concern regarding an order, we encourage immediate contact with our Customer Support Team. Food safety concerns are treated with the highest priority and investigated promptly.
For refund-related assistance, please contact:
? refunds@tawazay.com
? support@tawazay.com
? +92 3-111-000-744
? Hyderabad, Pakistan
Our goal is not simply to process refunds. Our goal is to ensure every customer receives fair treatment, prompt assistance, and a positive experience with the Tawazay brand. We are committed to resolving concerns professionally, transparently, and in a manner that reflects our values of quality, hospitality, and customer care.
Fresh Taste • Fast Delivery • Real Hospitality
Every order matters, and every customer matters.
© 2026 Tawazay. All Rights Reserved. This Refund Policy forms part of Tawazay's Terms & Conditions and may be updated periodically without prior notice.
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