返金ポリシー · henkin-policyRefund Policy

Our commitment

If anything about your order isn’t right — the cake arrived damaged, the wrong item was delivered, the box was held up in traffic — we will replace it, refund it, or both. We do not argue about it. We do ask that you tell us within 24 hours of receipt so we can investigate properly.

When you can request a refund

You are entitled to a full refund if:

• The product arrived damaged, melted, or otherwise unfit to eat.
• The wrong item was delivered.
• The order was more than 60 minutes late versus the confirmed window.
• An item is missing from the order.
• You cancelled before the cake left our kitchen.

When we cannot refund

Because our cakes are perishable and made fresh, we are unable to issue refunds in the following situations:

• You changed your mind after the cake was baked, packed and dispatched.
• The cake was left at room temperature for more than 4 hours after delivery.
• The address provided was incorrect and our courier could not reach you.
• You did not collect a pickup order within 24 hours of confirmation.

How to request a refund

The fastest way is in-app: open the order in your Orders tab and tap Report an issue. Attach a photo if relevant. You can also email hello@jouzu.qa with your order number, or WhatsApp us on +974 44149797.

We aim to respond within 2 hours during opening hours (9am–1am Sun–Wed, 9am–2am Thu–Sat, Doha time) and within 12 hours otherwise.

Processing time

Approved refunds are issued to the original payment method. Card refunds typically appear within 5–10 business days, depending on your bank. Apple Pay and Google Pay refunds appear within 1–3 business days. Wallet credits are instant and never expire.

Pre-orders & deposits

Pre-order deposits are 50% of the order total and are fully refundable up to 48 hours before your scheduled delivery. Inside the 48-hour window, the deposit is non-refundable because baking has already begun and ingredients are committed. The balance, taken on dispatch, follows the standard policy above.

Loyalty points & vouchers

If your refund includes loyalty points spent on the order, they are restored to your wallet within 24 hours. Promotional vouchers used on a refunded order are reissued with a new 30-day expiry.

Escalation

If you are not satisfied with how we handled your refund, write to care@jouzu.qa. A senior team member will personally review the case within five working days. You retain all rights under Qatari consumer-protection law (Law No. 8 of 2008).