Cancellation & Refund Policy

You can cancel an order free of charge within 2 minutes of placing it, provided the restaurant has not yet started preparing it. Cancel from the Orders screen in the HaazirEats app.

Once the restaurant accepts the order and begins preparation, the 2-minute window closes and the order can no longer be cancelled by you — ingredients have already been committed and cooking has begun.

• Orders the restaurant has already started preparing.
• Orders already picked up by a delivery partner or marked out for delivery.
• Dine-in and QR table orders once the kitchen ticket (KOT) has been sent.
• Orders where delivery failed because nobody was reachable at the address, the address was wrong or incomplete, or entry was refused.
• Complaints about taste, spice level or personal preference, where the item delivered matches what was ordered.

Food and beverages are perishable goods prepared for immediate consumption. For hygiene and food-safety reasons we do not accept returns or exchanges of any food item once it has been handed over. See our Delivery Policy for how deliveries are handled.

We issue a full or partial refund, at our assessment, in these situations:

• The restaurant cancelled or rejected your order after you paid.
• The order could not be delivered due to a fault on our side or the restaurant’s side.
• Items were missing from your order, or an item materially different from what you ordered was delivered.
• The food arrived in an unacceptable condition — spilled, contaminated or spoiled.
• You were charged twice for the same order, or charged for an order that was never placed.

Report the problem within 24 hours of delivery, from the order in the app or by writing to contact@mopags.com. Photographs help us resolve quality complaints quickly.

• Online payments are refunded to the original payment method within 5–7 working days of approval. The exact credit date depends on your bank or card issuer.
• Where you prefer, an approved refund can instead be credited to your HaazirEats wallet immediately.
• Cash-on-delivery orders are refunded to your HaazirEats wallet or by bank transfer to details you provide.
• Delivery fees are refunded when the failure was ours; they are not refunded when the order was delivered as ordered.

A restaurant may be unable to accept an order — items sold out, kitchen at capacity, or closing time. We may also cancel an order where we detect fraud or misuse. In every such case any amount you have paid is refunded in full under section 5.

Accounts that repeatedly place and cancel orders, or repeatedly refuse delivery, may be restricted from cash-on-delivery or suspended. We contact you before taking such a step wherever we reasonably can.