1When you can cancel
- You can cancel an order in the app before the restaurant or store starts preparing it.
- Once preparation has started it can’t be cancelled in the app — contact our support team and we’ll review your case.
2Full refunds
- You cancel the order before it is prepared.
- The restaurant or store declines the order, or what you ordered is not available.
- Hattli cancels the order, or can’t deliver it for a reason on our side.
- You were charged twice or by mistake.
3A problem with an order you received
If an item is missing, wrong or damaged, contact us within 24 hours of delivery, ideally with a photo. After review we refund the affected item (and the delivery fee when needed), or arrange a replacement with you.
4How and when you get your money back
- Card payments: the amount goes back to the same card, usually within 5 to 14 business days depending on the issuing bank.
- Cash on delivery: the amount is returned as Hattli wallet balance, or arranged with our support team.
- Anything taken from your wallet balance or points goes back to them automatically when an order is cancelled.
5What isn’t refunded
- An order delivered complete and as ordered.
- An order that couldn’t be delivered after it was prepared because of a wrong address or no answer on the phone.
- A tip after the order is delivered.
6Ask for a refund
Contact us in the app or through:
- Phone0594558016
- WhatsApp+970594558016
- In the customer appAccount → Hattli Support → Live chat
- In the driver appSupport button on the home screen → Chat with Hattli Support