Refund Policy

Our goal is to ensure you are satisfied with every order placed through Makook. Because we work with independent restaurants and delivery partners, refunds are handled according to the following rules.

1. When You May Receive a Refund

You may be eligible for a full or partial refund in situations such as:

• The restaurant cannot accept or prepare your order.

• The order is never delivered.

• You receive the wrong items, missing items, or clearly spoiled food.

• Delivery is extremely late compared to the quoted time and you decide not to accept the order.

2. Non-Refundable Situations

Refunds will normally not be provided in the following cases:

• You change your mind after the restaurant has started preparing the order.

• You provided an incorrect delivery address or wrong phone number and the courier cannot reach you.

• You do not answer the phone or the door and the courier cannot complete the delivery.

• Minor differences in food presentation that do not affect quality.

3. How to Request a Refund

• Contact our support team from within the app or by email as soon as possible, preferably within 24 hours from the delivery time.

• Provide your order number, photos (if relevant), and a clear explanation of the issue.

4. Refund Method and Timing

• Approved refunds for online payments will normally be returned to the same payment method.

• Depending on your bank, it may take between 7–14 business days for the amount to appear in your account.

• For cash orders, we may provide a coupon or wallet credit instead of a cash refund.

Makook reserves the right to investigate each case and make the final decision in line with this policy and applicable Egyptian consumer protection laws.