Refund Policy

1. Overview

At Mizan Meals, we want you to feel confident about every subscription you start. This Refund Policy explains our cancellation, pause, and refund rules for our meal plans, in line with Qatari consumer protection standards.

This policy forms part of our Terms & Conditions. By subscribing, you agree to the rules described below. Please review your plan, box size, and start date carefully before confirming your purchase.

2. Subscriptions Are Non-Cancellable

Once a Mizan Meals subscription has been purchased and confirmed, it cannot be cancelled and the amount paid is non-refundable. By purchasing a plan, you commit to the full box you selected (for example, a monthly box of 24 delivery days).

This is because, immediately upon purchase, we allocate kitchen capacity, ingredients, and delivery slots with our partner restaurants on your behalf. These resources cannot be recovered once committed.

• No cancellation is accepted after an order is confirmed in the app.
• No refunds are issued for unused days, off-days, or skipped meals beyond the off-day allowance built into your plan.

3. Pausing Your Subscription

Whether you can pause your subscription depends on your plan type. Some plans allow pausing and others do not.

• If your plan supports pausing, your remaining delivery days are preserved and resume from where you left off when you return.
• The pause rules and limits for your specific plan are shown in the app at the time of purchase. Please check these before subscribing.
• Pausing is not a cancellation and does not entitle you to a refund of any amount paid.

4. Delivery-Related Refunds & Credits

While subscriptions themselves are non-refundable, we stand behind every delivery. You may be eligible for a make-good credit or replacement if:

• A meal was not delivered, or arrived in unacceptable condition (spoiled, missing, or significantly different from what was ordered).
• A delivery failed due to a verified issue on our side (incorrect fulfillment, restaurant cancellation, or delivery partner failure).

In these cases we will, at our discretion, re-deliver the meal, extend your plan by the affected day(s), or issue Mizan Meals credit. Report any delivery issue within 24 hours so we can investigate with the partner restaurant.

5. When Refunds Are Not Issued

Refunds and credits are not issued in the following cases:

• A change of mind, or any request to cancel a confirmed subscription.
• Unused days, off-days, or skipped meals.
• Missed deliveries due to an incorrect or incomplete address provided by the customer.
• Customer not available to receive the delivery during the scheduled window.
• Subjective preferences (e.g. the meal didn't taste as expected). Please use the in-app meal swap feature to choose different meals on future days.
• Promotional credits, discount codes, or gift cards.

6. Exceptional Circumstances

In limited cases such as a documented medical emergency or relocation outside our delivery zone, we may consider an exception at our sole discretion. Any goodwill adjustment is typically issued as Mizan Meals credit rather than a cash refund. Contact our support team with supporting documentation to request a review.

7. Processing Time

Where a credit or approved goodwill refund applies, it is processed within 7-14 business days. Credits are applied to your Mizan Meals account immediately once approved. You'll receive a confirmation via email or in-app notification.

8. How to Raise an Issue

To report a delivery problem or request a review:

• WhatsApp or call: +974 5538 8852
• Email: support@mizanmeals.app
• Instagram DM: @mizan_qa
• In-app: Account → Help → Contact Support

Please include your account email, order/subscription ID, and a brief description of the issue. Our customer support team responds within 24 hours, 7 days a week.

9. Contact

If you have any questions about this Refund Policy, please reach out to our team at support@mizanmeals.app or +974 5538 8852.