Refund & cancellation policy
Last updated: 2 October 2026
How payment works
Reservations on Kelozo are paid online when you reserve. Once your payment goes through, you get an order number and QR code. Show it at the business during the pickup window to collect your order. Kelozo doesn't deliver, and nothing is collected from our own address: every order is picked up from the partner business.
Cancelling a reservation
You can cancel for a full refund up to 1 hour before the start of the pickup window, from My Orders. After that the order can't be cancelled, because the business has already set the item aside for you.
Missed pickups
If you don't collect your order during the pickup window, the amount paid isn't refunded, because the business held the item for you during that time.
If the business cancels
If the business cancels your order, sells out, or is closed when you arrive during the pickup window, you get a full refund.
Quality issues
If an item isn't as described or has a genuine quality problem, use Report a problem on the order in My Orders within 24 hours of pickup (a photo helps), or contact us via Contact & Support. We'll review it with the business and give a full or partial refund where the complaint is valid.
Duplicate or incorrect charges
If you're charged twice or charged the wrong amount, we refund the extra amount in full.
How refunds are paid
Approved refunds go back to the payment method you used. We start the refund within 2 working days of approving it. How long it takes to reach your account then depends on your bank or wallet, usually 7–10 working days. To ask for a refund, email hello@kelozo.com or message us on WhatsApp at +92 326 5154220.