Delivery & Refund Policy

1. Where we deliver

YUM is starting in selected neighbourhoods of Riyadh. The app shows whether a restaurant delivers to your address before you order, and the areas will grow over time.

2. Fees and times

• The delivery fee depends on distance and is shown, with any other fees, before you confirm the order.
• Delivery times are estimates. Preparation time is set by the restaurant when it accepts your order, and the app updates the estimate as the order moves.
• YUM+ delivery benefits apply only as described in the app.

3. When the restaurant accepts

• Payment is taken when you place the order, and the restaurant then has a few minutes to accept it.
• If the restaurant declines the order, or doesn't accept it within 5 minutes, the order is cancelled and you get a full refund automatically.

4. Cancelling an order

Once you've paid, cancellation isn't available in the app, because the restaurant may already be preparing your food. Contact support straight away: if the order can still be cancelled, we cancel it and refund you in full.

5. If an item isn't available

If the restaurant runs out of an item, the app asks whether you accept a suggested substitute or want the item removed. If you don't answer within 5 minutes, the item is removed and refunded.

6. Handover

• You can follow your order live from the restaurant to your door.
• To keep your order in the right hands, the rider confirms the handover with a code shown in your app. Share it only with the rider at your door.
• Please make sure your address, building details and phone number are correct and that someone can receive the order.

7. Missing, wrong or damaged orders

Report the problem in the app (Orders → your order → Support) as soon as possible after delivery, and add photos where they help. Depending on the case we refund the affected items, the delivery fee or the full order. Many cases are resolved instantly; others are reviewed by our support team.

8. How refunds are paid

Refunds go back to the original payment method. We issue them immediately once approved; the time it takes to appear on your statement depends on your bank or card issuer.

YUM funds the refund to you first; any recovery from the restaurant or logistics partner is handled between us and them and never delays your refund.

9. Food safety

Restaurants are responsible for preparing food safely and for allergen information. If you think a meal made you unwell, contact support and, if needed, seek medical advice.