Last Updated: January 15, 2026
Zu-Man values fairness, transparency, and responsible handling of refund requests. As a technology platform connecting customers, partner vendors, and delivery riders, Zu-Man carefully reviews all refund requests before approval.
Refunds are not automatic and are subject to verification and supporting evidence.
Zu-Man operates as a technology marketplace. Vendors are responsible for food preparation and order accuracy. Riders are responsible for delivery services.
Once a vendor has accepted and started preparing an order, the order becomes non-cancellable and generally non-refundable, except under the eligible cases stated below.
Refunds may be granted at Zu-Man’s discretion in the following situations:
Customer cancels before vendor acceptance.
Missing item(s)
Wrong item delivered
Clearly spoiled, defective, or unsafe item
📌 Photo proof or sufficient evidence may be required.
📌 Refunds for missing or incorrect items are limited to the value of the affected item(s) only.
Rider failed to deliver the order
Vendor unable to fulfill the order
Order cancelled due to verified system or operational issues beyond the customer’s control
Delivery fees are considered payment for completed delivery service.
Delivery fees will only be refunded if:
The entire order was not delivered, OR
Delivery failed due to rider or platform fault.
Delivery fees will NOT be refunded if:
Only specific item(s) are missing
Customer provided incorrect or incomplete address
Customer was unavailable during delivery
Delivery was completed successfully
If a delivery is unsuccessful due to:
No recipient available
Inaccessible, incomplete, or incorrect address
Customer unreachable or unresponsive
Failure to verify age or identification for restricted goods
The following policy will apply:
A delivery will be considered a “No Show” if the customer is unavailable or unreachable after 10 minutes from the rider’s arrival at the provided delivery location.
During this time, the rider will make reasonable efforts to contact the customer, which may include:
Phone call attempt
SMS or in-app message
Waiting at the pinned delivery location
If the customer remains unreachable after 10 minutes:
The order may be marked as Customer Unavailable – No Show
The order may be cancelled without refund
Delivery fees will not be refunded
Prepared food or items will not be refunded
If the delivery failure is due to rider or platform error, the customer may be eligible for a full refund, including the delivery fee.
If only certain item(s) are affected:
Refunds will be limited to the value of the missing or incorrect item(s).
Successfully delivered items are considered fulfilled and non-refundable.
Delivery fees are not refunded for partial issues.
Refunds may be issued through:
Original payment method (GCash, Maya, bank transfer)
Zu-Man wallet credit (if applicable)
Other method determined by Zu-Man
Processing time depends on the payment provider and may take several business days.
For Cash on Delivery (COD):
Refunds will not be issued in physical cash.
Approved refunds may be issued via digital transfer or wallet credit.
Approved refunds related to vendor error may be deducted from the vendor’s earnings.
Delivery fee refunds caused by rider fault may be adjusted against rider earnings.
Zu-Man reserves the right to review and apply necessary adjustments during payout cycles.
Refunds will not be granted in the following cases:
Change of mind after vendor acceptance
Incorrect delivery details provided by customer
Customer unavailable or unreachable (No Show)
Refusal to receive order
Delays caused by traffic, weather, or rider volume
Special instructions that are not guaranteed
Dissatisfaction based solely on personal taste
Zu-Man reserves the right to:
Deny refund requests showing patterns of abuse
Limit refund eligibility for repeated claims
Suspend or terminate accounts involved in fraudulent activity
False or misleading claims may result in permanent account suspension.
To request a refund:
Open the Zu-Man app
Go to Orders
Select the affected order
Submit request with required details or contact support
Refund requests must be submitted within 24 hours of order delivery.
Zu-Man may update this Refund Policy at any time. Continued use of the platform constitutes acceptance of any revised terms.
For questions or concerns, please contact Zu-Man through the app or official support channels.
