Refund policy
Last updated 17 October 2026
The shop handles refunds
When you order through Zolo you pay the shop directly, in cash or by card at the door or the counter. The shop is the seller, so the shop handles any problem with the food or the order (a wrong or missing item, the quality, a late or cancelled order) and any refund.
How to raise a problem
In the Zolo app, open Help and choose "About the restaurant", or use Report a problem on the order. Your report goes to the shop first, and the shop has 24 hours to reply. If it does not, or the problem is not resolved, Zolo steps in: we contact the shop and follow up with you. A shop that leaves problems unresolved loses standing on Zolo and may be suspended.
Orders agreed on WhatsApp
For an order you agreed with the shop on WhatsApp, raise the problem in the same chat first. You can also report it in the app (Help → "About the restaurant"), and the same 24 hours apply.
Declined and cancelled orders
If the shop declines or cancels an order before it reaches you, nothing is owed. If you had already paid the shop, for example at the counter, the shop refunds you.
Zolo's own fees
Zolo does not charge customers: there is no Zolo service fee, delivery fee or checkout fee, so there is nothing for Zolo to refund. If that changes, this policy will say how Zolo's own fee is refunded.
Contact
Questions about this policy: support@zolo.ae. Your rights under UAE consumer protection law are not affected.