Refunds and cancellations

This page explains how to cancel an order and how to get your money back. It is part of our Terms of Service. CEYRES is run by IPERLY (PVT) LTD.

It is for customers who order in the CEYRES app or on our ordering websites, such as qr.ceyres.com. If your business pays CEYRES a subscription, see our business refund policy.

1. Who handles refunds

• CEYRES handles cancellations and refunds for payments made through CEYRES, by card or with CEYRES Points.
• Restaurants, shops and other businesses do not refund these payments themselves.
• If you paid a business directly, in cash or by card at its till, the business received that money: ask it first. If it does not help, contact us and we will take it up with the business. If you paid a CEYRES driver in cash for a parcel, contact us and we will refund you.
• Our team checks every refund. The only thing that happens without a person is the release of a card hold (section 4).

2. Cancelling an order

Food delivery and takeaway orders in the app

• Open the order from the Orders tab.
• Before the restaurant accepts your order, tap Cancel order. The order is cancelled straight away and no cancellation charge applies. If you had already paid, our team refunds the full amount (section 6).
• After the restaurant has accepted it, tap Request cancellation. Our team reviews your request. A charge may apply (section 3).
• If we do not approve your request, the order goes ahead as normal.
• If the restaurant cancels your order, or cannot make it, you get back everything you paid.

Orders at a restaurant table (QR code)

Ask the restaurant staff at your table. Table orders cannot be cancelled in the app.

Parcels (CEYRES Rush)

• Until a driver accepts your parcel, you can cancel it in the app: open the parcel and tap Cancel Delivery.
• After a driver has accepted it, contact us.
• If you have already paid for it, ask us for a refund (section 5).

Shop orders, service bookings and other orders

Contact us as soon as you can, with your order number.

3. Cancellation charges

These charges apply only when you ask to cancel a food delivery or takeaway order after the restaurant has accepted it. The charge depends on how far the order has got:

• Before the restaurant accepts: no charge.
• After the restaurant accepts, until the food is ready: up to half of the order total, not counting the delivery fee.
• Once the food is ready: up to the order total, not counting the delivery fee.
• Once a driver is on the way: up to the full amount you paid.

The charge is never more than you paid. Before you send your request, the app shows the charge we expect to apply. Our team makes the final decision. If the restaurant, the driver or CEYRES caused the problem, we do not charge you.

If we approve your request, you pay only the charge, if there is one. We refund the rest of what you paid, or release the rest of a card hold.

4. Card holds

• For some card payments, such as food delivery orders, we may first place a hold on your card for the amount and take the payment when the order is delivered.
• If the order is cancelled before any cancellation charge applies, we release the hold automatically. You do not need to ask. Your bank decides how quickly the amount shows as available again; it can take a few days.
• If a card payment does not go through, no money is taken from your card. A food order paid only by card is sent to the restaurant only after the payment or the hold has gone through.
• For other card payments, we take the money when you pay. If one of these orders is cancelled, our team checks it and refunds you (section 6).

5. Asking for a refund

Ask us for a refund if something went wrong with an order you paid for through CEYRES. For example:

• items were wrong or missing;
• food or goods arrived damaged, or the quality was poor;
• the order never arrived;
• you were charged twice, or charged the wrong amount;
• you cancelled an order you had already paid for;
• Points were taken but the card part of the payment did not go through.

Please tell us within 7 days. Count them from the day you received the order, or from the order date if it never arrived. After that, we may not be able to check what happened.

How to ask:

• In the app: go to Profile → Help & Support → New ticket, and choose Refund request. Enter the order number (you can find it in My Orders), the amount and the reason.
• By email: write to [email protected]. Give your order number, the phone number on your account, what went wrong and the amount.

The in-app form cannot take photos. If you have photos, email them to us with your order number.

Before we decide, we look at what you tell us, the business's response and the order record. Please contact us before you dispute a card payment with your bank, so that we can put it right.

Answers in the AI Chat tab are not refund decisions. Only our support team decides refunds. False or misleading refund claims can lead to your account being suspended.

6. How we refund you, and how long it takes

• Paid by card: we refund the same card. If you prefer, you can ask for CEYRES Points instead.
• Paid with Points: we return the Points to your account.
• Paid partly with Points and partly by card: we refund each part the way you paid it.

We aim to decide within 7 business days of receiving all the details we need. Once we have made a card refund, it can take up to 14 business days to reach your account, depending on your bank. Points refunds show in My Points as soon as we make them.

7. Products from shops

If a product from a shop arrives faulty, damaged, wrong or incomplete, ask for a refund within 7 days of receiving it (section 5). Email photos of the product and its packaging with your order number. We check with the shop. If the problem is confirmed, we refund you for the items concerned.

8. Parcels that are lost or damaged

If a parcel is lost or damaged while a CEYRES driver has it, tell us within 7 days of the delivery, or of the booking if the parcel never arrived. Email [email protected] with the tracking number, a description of what was inside and its value, and photos of any damage. We review each claim. Our Terms of Service set out the items you may not send and the most we pay.

9. Takeaway orders you do not collect

If you do not collect a takeaway order, we do not refund it once the restaurant has prepared it. If you cannot collect it, cancel it as early as you can (section 2).

10. CEYRES Points and gift cards

• Points cannot be exchanged for cash. The only exception is when your account is deleted: we pay back the Points you bought by card, and Points we gave you as a refund of a card payment. Free Points from rewards, referrals, promotions and gift cards end with the account.
• If buying Points was charged twice or in error, ask us (section 5). We check that the Points from the extra charge have not been used and remove them, then pay you back. We contact you to arrange the payment.
• Points do not expire at present. If we decide to introduce expiry, we will tell you at least 30 days before it starts.
• A CEYRES gift card is paid for by card. We send its code to the recipient by SMS. The code can be redeemed once, into CEYRES Points, within 1 year of purchase, by someone with a CEYRES account. If the recipient's number already has a CEYRES account when the card is paid for, only that account can redeem it. Otherwise anyone who has the code can redeem it, so keep it safe.
• Gift cards cannot be exchanged for cash. If you were charged for a gift card twice or in error, ask for a refund within 7 days (section 5).

11. Your rights under Sri Lankan law

This policy does not affect any rights you have as a consumer under Sri Lankan law.

12. Contact us

• In the app: Profile → Help & Support
• Email: [email protected]
• Company: IPERLY (PVT) LTD, No. 166/1 Aluththota, Waikkala, Sri Lanka. Company registration number PV00262623.