Effective Date: August 4, 2026
Welcome to EZZYFOOD, a food ordering marketplace powered by ezzy.ph and owned and operated by EZZYTech IT Solutions.
This Refund & Cancellation Policy explains how cancellations, refunds, order changes, payment disputes, and food orders are handled through the EZZYFOOD Platform.
By placing an order through EZZYFOOD, you acknowledge that you have read and agree to this Policy.
1. About This Policy
Independent Merchants
EZZYFOOD serves solely as a technology marketplace connecting customers with independent restaurants, food merchants, cloud kitchens, caterers, and delivery partners.
Each merchant operates independently and may establish reasonable cancellation, refund, replacement, delivery, and order modification policies, provided they comply with applicable laws and the EZZYFOOD Platform requirements.
2. Order Cancellations
Before Food Preparation Begins
Customers may request to cancel an order before the restaurant or merchant begins preparing the food.
Refund eligibility depends on:
- The cancellation policy of the selected merchant.
- Whether food preparation has already started.
- The timing of the cancellation.
- Any non-refundable reservation or special-order fees disclosed before confirmation.
Approved refunds will be processed using the original payment method where applicable.
3. Orders Already in Preparation
Food Preparation
Once the restaurant or merchant has begun preparing your order, cancellations may no longer be possible.
Refunds for prepared food are generally not available unless required by applicable law or approved by the merchant due to exceptional circumstances.
4. Delivery Issues
Delayed or Failed Deliveries
If an order cannot be delivered due to reasons within the control of the restaurant, merchant, or delivery partner, customers may be eligible for:
- A full or partial refund where applicable.
- A replacement order where available.
- Other remedies required by applicable law.
If delivery fails because the customer provided incorrect contact information, an inaccurate delivery address, or is unavailable to receive the order, refunds may not be available.
5. Incorrect or Missing Items
Order Accuracy
If you receive incorrect, incomplete, or missing items, you should report the issue through EZZYFOOD or contact the merchant as soon as reasonably possible.
Depending on the circumstances, the merchant may offer:
- A replacement item.
- A partial refund.
- A full refund where appropriate.
Resolution remains subject to the merchant’s published policies and applicable law.
6. Food Quality Concerns
Customer Satisfaction
If you believe your order has quality issues, including damaged packaging or spoiled food, you should notify the merchant or EZZYFOOD promptly and provide supporting information where reasonably requested.
Each claim will be reviewed based on the available information, the merchant’s policies, and applicable law.
7. Payment Disputes
Dispute Resolution
If a customer believes a payment was processed incorrectly or a dispute arises regarding an order, they should first contact the restaurant or merchant.
If the issue cannot be resolved, customers may contact EZZYFOOD for assistance. While we may facilitate communication, EZZYFOOD does not guarantee a particular outcome and is not responsible for disputes between customers and independent merchants.
8. Platform Service Fees
Marketplace Fee
EZZYFOOD charges independent restaurants and merchants a Platform Service Fee of 11% on completed transactions processed through the Platform.
The Platform Service Fee supports:
- Secure payment processing
- Platform maintenance
- Customer support
- Platform security
- Marketing initiatives
- Technology infrastructure
- Continuous improvements to the Platform
The Platform Service Fee is generally non-refundable except where required by applicable law.
9. Limitation of Responsibility
Marketplace Role
EZZYFOOD facilitates food orders between customers and independent restaurants, merchants, and delivery partners but is not the provider of the food or delivery services offered through the Platform.
Refund decisions relating to food preparation, food quality, order accuracy, delivery performance, customer satisfaction, or restaurant policies primarily remain the responsibility of the independent merchant, subject to applicable law.
10. Force Majeure
Events Beyond Reasonable Control
Food preparation and delivery services may be affected by circumstances beyond the reasonable control of either party, including:
- Severe weather
- Natural disasters
- Government restrictions
- Public emergencies
- Road closures
- Power outages
- Equipment failures
- Other unforeseen events
Where reasonably possible, merchants and customers are encouraged to work together to reach a fair resolution.
11. Policy Updates
Changes
We may update this Refund & Cancellation Policy from time to time to reflect changes in our services, legal requirements, or business practices.
Updated versions become effective upon publication on EZZYFOOD.
12. Contact Us
Questions
If you have any questions regarding this Refund & Cancellation Policy, please contact:
EZZYTech IT Solutions
Business Address:
GF, 9 Roli’s Arcade
La Salle Ave
Bacolod, 6100 Negros Occidental
Philippines
Email: admin@ezzy.ph
EZZYFOOD is powered by ezzy.ph and serves solely as a technology marketplace connecting customers with independent restaurants, food merchants, cloud kitchens, caterers, and delivery partners. Unless expressly stated otherwise, EZZYTech IT Solutions does not own, prepare, cook, package, deliver, supervise, or control the independent providers offering food and delivery services through the Platform.