Refund Policy

How to request and what to expect

1. 1Report the issue within 2 hours of delivery via Orders → Report a Problem.
2. 2Attach a photo if possible — it speeds up our review.
3. 3TOMO reviews within 2 hours and issues a credit for confirmed missing items.
4. 4Refunds for missing items are issued as TOMO Wallet Credits immediately after review.

How to request and what to expect

1. 1If you cancel within 2 minutes of placing your order — full refund to original payment method.
2. 2If the vendor cancels your order — full refund issued automatically.
3. 3If cancelled after preparation has started — partial refund at TOMO's discretion.
4. 4Refunds to card take 3–5 business days; TOMO Credits are instant.

How to request and what to expect

1. 1If your order is not delivered within the maximum wait time you selected — you may cancel and receive a full refund.
2. 2Contact support via the app or email if your rider is unreachable.
3. 3TOMO will investigate and process your refund within 24 hours of a confirmed non-delivery.
4. 4Refunds for undelivered orders are processed back to your original payment method.

How to request and what to expect

1. 1If you were charged twice for the same order, contact support immediately.
2. 2Provide your order ID and payment references for both charges.
3. 3TOMO will verify and refund the duplicate charge within 2 business days.
4. 4For card duplicate charges, allow an additional 3–5 days for bank processing.

Non-Refundable Situations

• Change of mind after the vendor has started preparing your order.
• Incorrect delivery address or phone number provided by the customer.
• Order delivered to the correct address but recipient was unavailable.
• Promotional credits and referral bonuses are non-refundable.
• Orders older than 72 hours cannot be reviewed for a refund.