Refund Policy
Effective Date: January 1, 2026
1. Our Commitment
At Geko, we want every order to be a great experience. If something goes wrong with your order, we're here to help. This Refund Policy outlines the circumstances under which refunds may be issued.
2. Eligible Refunds
You may be eligible for a full or partial refund in the following situations:
Order Cancelled Before Restaurant Accepts
If you cancel your order before the restaurant has accepted it, you will receive a full refund to your original payment method.
Order Never Delivered
If your order is never delivered due to Geko's systems or circumstances beyond the restaurant's control, you will receive a full refund.
Significant Item Missing or Wrong Item Delivered
If you receive an order with significant items missing or completely wrong items, contact our support team. We will investigate and may issue a partial or full refund at our discretion based on the severity of the issue.
3. Non-Eligible Refunds
Refunds may not be issued in the following situations:
- Order Already Prepared: Once the restaurant has started preparing your order, refunds are not available
- Change of Mind: Cancellation requests after the restaurant has accepted the order will not be refunded
- Minor Variations: Minor differences in food appearance or portion size are not grounds for refunds
- Taste Preference: We do not issue refunds based on personal taste or food preferences
- Late Delivery from Restaurant: Refunds are not issued due to restaurant delays (see our Terms of Service)
4. How to Request a Refund
To request a refund, contact our support team within 24 hours of your order:
- Email: support@geko.app
- WhatsApp: Message us via the WhatsApp button in the app or website footer
- In-App: Use the "Help" or "Report an Issue" feature in your account
Please include in your message:
- Your order number
- A description of the issue
- Photos of the problem (if applicable)
5. Refund Processing Time
Once a refund is approved, it will be processed to your original payment method. Refunds typically appear within:
- Immediate Cancellations: Instant reversal
- Approved Refunds: 5–10 business days via Stripe
The exact processing time depends on your bank or payment method. Contact your bank if the refund does not appear within this timeframe.
6. Partial Refunds
In some cases, we may issue a partial refund instead of a full refund. For example:
- One item is missing but most of the order was delivered
- A significant portion of an item is missing or damaged
- The issue affects only part of the order
We will communicate the refund amount and reasoning if we offer a partial refund.
7. Restaurant Policies
Restaurants on the Geko platform may have their own refund or complaint policies. If your issue is directly related to the restaurant's food quality or preparation, the restaurant may address it directly with you.
8. Disputes
If you disagree with a refund decision, you may submit an appeal to our support team. Please provide additional details or evidence supporting your case. We will review your appeal and respond within 5 business days.
9. Contact Us
For questions about refunds or to dispute a decision, please reach out:
10. Policy Changes
We may update this Refund Policy from time to time. The updated policy will be effective upon posting. Your continued use of Geko after changes constitute your acceptance of the updated policy.