Refund Policy

Updated: 11/11/2024

At Golala App, customer satisfaction is our top priority. We strive to offer the best service experience for all users. However, we understand that there may be instances where refunds are necessary. This Refund Policy outlines the circumstances under which refunds may be issued, the process for requesting a refund, and non-refundable situations.

1. Eligibility for Refunds

Refunds may be issued under the following conditions:

Order Cancellation

• If an order is canceled by the customer before it has been processed by the merchant or dispatched for delivery, a full refund will be issued.
• Note: Once an order has been processed or dispatched, it cannot be canceled, and refunds will not be available.

Non-Availability of Products

• If a product ordered is unavailable, out of stock, or cannot be fulfilled by the merchant, a full refund will be issued to the customer.
• We will notify you promptly in case of product unavailability.

Incorrect or Damaged Items

• If you receive incorrect, damaged, or defective items, you may be eligible for a refund.
• Required Action: Please contact our customer support team within 24 hours of receiving your order, providing the details of the issue and including photos of the damaged or incorrect item.

Failed Delivery

• If the delivery of your order fails due to an error on the part of Golala App or the delivery partner (e.g., delivering to the wrong address), and the issue cannot be rectified, you will be eligible for a refund.
• Note: If the delivery fails due to incorrect address details provided by the customer or lack of response from the customer at the time of delivery, a refund may not be issued.

Delayed Delivery

• If your order is significantly delayed beyond the estimated delivery time, and you no longer wish to receive the order, you may request a refund.
• Note: Requests will be considered on a case-by-case basis, and refund eligibility will depend on the circumstances.

2. Non-Refundable Situations

Refunds will not be issued under the following circumstances:

Change of Mind

• If you change your mind after placing an order and the order has already been processed or dispatched, no refund will be issued.

Failed Delivery Due to Customer Unavailability

• If a delivery attempt fails due to the customer being unavailable or unable to accept the order, and no suitable arrangements have been made, no refund will be issued.

Incorrect Delivery Address

• If you provide an incorrect or incomplete delivery address, resulting in a failed delivery, no refund will be issued.

Partial Refunds

• In cases where only part of the order is incorrect or damaged, refunds may only be issued for the affected items, not the entire order.

3. How to Request a Refund

To request a refund, please follow these steps:

Step 1: Contact Store Support

• Reach out to our store support team via the Golala App.
• Include: Your order number, details of the issue, and any relevant photos or evidence (e.g., damaged goods, incorrect items, etc.).

Step 2: Provide Necessary Information

• Our support team may request additional information to process your refund request.
• Please ensure all information provided is accurate and complete to facilitate a swift resolution.

Step 3: Refund Processing

• Once your refund request is approved, the refund will be processed and issued to your Golala wallet.
• Please Note: Allow 2-10 business days for the refund to reflect in your wallet.

4. Changes to the Refund Policy

Golala App reserves the right to modify or update this Refund Policy at any time, without prior notice. Any changes will be posted on our platform, and the updated policy will be effective immediately upon posting.

Recommendation: We encourage customers to review this Refund Policy periodically to stay informed about our refund practices.

5. Contact Us

If you have any questions or concerns about this Refund Policy or need assistance with a refund request, please do not hesitate to contact our customer support team at support@golalaapp.com. We are here to help and ensure your experience with Golala App is a positive one.

Effective Date: 11/11/2024