This Refund Policy explains when a customer may receive a refund, replacement, redelivery, or account credit for an order placed through the Cyber Food Fiji website, application, or an approved assisted-order channel.
This policy should be read together with our Terms and Conditions and Cancellation Policy. Nothing in this policy excludes or restricts any consumer right or remedy that cannot lawfully be excluded under Fiji law.
A full or partial refund may be appropriate when:
you cancel before the Vendor accepts the order;
Cyber Food or the Vendor cancels an order that you have already paid for;
the order is not delivered for a reason not caused by you;
you receive the wrong order or wrong item;
a paid item is missing;
an item is unsafe, damaged, materially different from its description, or otherwise not of acceptable quality;
you are charged twice or charged an incorrect amount; or
another refund or remedy is required under applicable Fiji law.
The appropriate outcome depends on the affected item and the circumstances. It may be a redelivery, replacement, account credit, partial refund, or full refund.
If the Vendor has accepted the order or started preparing the food, a refund is not normally available simply because you changed your mind, ordered the wrong item, no longer want the order, or did not read the item description.
Food and other perishable products are often prepared specifically for the customer and cannot be resold. However, we will still consider any issue involving non-delivery, an incorrect or missing item, safety, quality, misdescription, an incorrect charge, or another legal right.
Cash-on-delivery orders may be cancelled before Vendor acceptance. After acceptance or preparation begins, cancellation may not be available.
If a cash-on-delivery order qualifies for a refund after payment has been collected, Cyber Food will arrange payment by an agreed method, such as bank transfer, mobile wallet, account credit, or another reasonably available method.
Repeated cancellation, refusal, non-payment, false information, or unsuccessful delivery caused by the customer may result in cash on delivery being restricted or removed from the account. Restrictions will be applied reasonably and may be reviewed by customer support.
Please inspect your order as soon as it arrives and report any problem promptly—preferably within 24 hours for food or other perishable items.
Contact us with:
your order number;
a clear description of the problem;
the affected item or amount; and
photographs, payment confirmation, receipts, or other reasonable evidence where available.
Reporting within 24 hours helps us investigate food and delivery issues, but it does not remove a right or remedy that cannot lawfully be excluded.
Do not consume food that you reasonably believe is unsafe. Keep the item and packaging where safe and practical until customer support advises you what to do.
Cyber Food may review:
the order and payment records;
Vendor acceptance and preparation information;
dispatch and delivery records;
messages or calls relating to the order;
photographs or other evidence supplied by the customer, Vendor, or courier; and
the nature and value of the affected item.
We may contact the Vendor, courier, payment provider, or customer for additional information. Providing false or altered evidence may result in rejection of the claim and action under our Terms and Conditions.
Where only part of an order is affected, the remedy will normally relate to the affected item and any directly related charge. A full-order refund may be appropriate where the problem materially affects the whole order.
Vendor substitutions should be approved by the customer where the change is material. If an unapproved substitute is materially different from what was ordered, contact us for review.
A refund may not be available where delivery failed because:
the address or map pin supplied was materially incorrect;
the customer or recipient could not be contacted;
nobody was available to receive the order after the courier waited for up to 15 minutes;
the customer refused a correct and safe order without a valid reason; or
the location was unsafe, inaccessible, or outside the confirmed delivery area and no reasonable alternative handover point was accepted.
The customer may remain responsible for food already prepared and delivery costs already incurred. We will consider the circumstances, including whether Cyber Food, the Vendor, or the courier contributed to the failed delivery.
Approved online-payment refunds will normally be returned to the original payment method where practical:
card payments are normally returned through the relevant card or payment provider;
mobile-wallet payments are normally returned to the relevant wallet;
bank-transfer payments are normally returned to a verified bank account; and
cash payments are refunded using an agreed available method.
With your agreement, we may offer Cyber Food account credit instead of a monetary refund.
Cyber Food will process an approved refund as soon as reasonably practical. The time for the funds to appear depends on the bank, card network, mobile-wallet provider, payment gateway, weekends, and public holidays.
Any third-party processing charge will be treated according to the disclosed payment conditions and applicable law. We may request reasonable identity, account, or payment verification before issuing a refund.
Where a refunded order used a promotional code, voucher, or account credit:
the refund will not exceed the amount actually paid for the affected item or order;
a used promotion may be restored, replaced, or treated as used depending on its conditions and the reason for the refund; and
promotional value cannot normally be exchanged for cash.
Cyber Food may delay or refuse a claim where there is reasonable evidence of fraud, account misuse, altered evidence, repeated abusive claims, or an attempt to receive more than the amount paid.
We may restrict or suspend an account where reasonably necessary for fraud prevention or safety. This does not remove a legitimate consumer right or remedy.
For refund requests, contact:
Primary email: cyberfoodfiji@gmail.com
Customer support: support@cyberfood.com.fj
General email: info@cyberfood.com.fj
Viber/WhatsApp: +679 992 2066
Website: https://cyberfood.com.fj/
In-app or website live chat, where available
Please include your order number and write Refund Request in the subject or message.
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