Refund & Cancellation Policy

1. Cancelling an Order

You can cancel an order free of charge from your order history at any time before the Seller accepts it. Once a Seller has accepted and begun preparing your order, cancellation may no longer be possible — check the order's status page for its current cancellation eligibility.

An order that a Seller does not accept within the confirmation window is automatically cancelled and fully refunded.

2. Returns

Because most items sold on Dharaass are fresh produce, groceries, and daily essentials, returns are accepted only in these cases:

• The item delivered is damaged, spoiled, or materially different from what was ordered.
• The item delivered does not match the quantity or variant ordered.
• The order arrives incomplete.

Report an issue within 24 hours of delivery from the order details page or our Contact page, with a photo where relevant. Change-of-mind returns are not accepted for perishable goods.

3. Refunds

Approved refunds are issued to the original payment method. Refunds for prepaid orders are typically initiated within 2 business days of approval and may take 5-7 business days to reflect, depending on your bank or payment provider. Delivery fees are refunded only when the order is cancelled before dispatch or the entire order is undeliverable due to a Dharaass or Seller error.

4. Failed or Undelivered Orders

If an order cannot be delivered due to an incorrect address, unavailability at the delivery location, or another reason outside the Driver's control, the order will be cancelled and refunded in line with the Seller's outcome for that order (excluding delivery charges already incurred).

5. Disputes

If you disagree with a refund decision, you can escalate through our support ticketing system and our team will review the order, delivery, and any evidence submitted.

6. Contact

For help with a specific order, email dharass.livehealthy@gmail.com with your order number.