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Refund Policy

Refund Policy

Last updated: 12 October 2026 · v1.0

1. Your right to a refund

Under Kuwait Consumer Protection Law No. 39/2014 and amendments, customers have the right to request a refund for non-conforming or defective products. Each merchant on TATA has its own refund policy within the limits of the law, and TATA guarantees these policies are honoured.

2. When you can request a refund

  • Defective or damaged product: within 14 days of receipt.
  • Product not as described: within 14 days of receipt.
  • Product not delivered: at any time before delivery is confirmed.
  • Order cancelled before preparation: within 24 hours of payment, if the merchant hasn't started preparing.
  • TATA base subscription: within 14 days of first-time subscription (new-user cooling-off period).

3. Non-refundable items

  • Fresh meals and food products after delivery, unless defective or unfit for consumption.
  • Custom-made or personalised products (cake with customer name, engraved product, etc.).
  • Prepaid passes once any redemption has started.
  • Appointments and bookings within 24 hours of the service time (unless the merchant states otherwise).

4. How to request a refund

  1. Open your order tracking page (same link you received after payment).
  2. Tap "Request refund" below the order details (appears after delivery).
  3. Pick the reason (defective, not as described, didn't arrive) and add brief details.
  4. The merchant is notified immediately and has 48 hours to respond.
  5. If the merchant agrees, the refund is processed within 5 business days.
  6. If the merchant declines, you can escalate to TATA admin; our decision is binding on both parties within 7 business days.

5. How the money is returned

  • Card or KNET payment: refunded to the same card via MyFatoorah within 5-10 business days depending on the issuing bank.
  • Cash on delivery: no payment was collected by TATA, so the refund is settled directly between customer and merchant.
  • Delivery fees: refunded if the merchant was at fault (defective product, didn't arrive). If the refund is for customer-side reasons (change of mind), delivery fees are non-refundable.
  • Points and coupons: redeemed points are returned to your balance. Used coupons are not returned (but you may use a new coupon on a future order).

6. Merchant subscription with TATA

  • Base subscription (150 KWD/year): fully refundable within 14 days of first payment. After that non-refundable, but service continues through the end of the paid period.
  • TATA AI Pro subscription (10 or 50 KWD): cancellable at any time; stays active through the end of the paid period. No partial refund.
  • If TATA closes your account due to a terms violation, you are not entitled to a subscription refund.

7. Disputes

If amicable resolution via customer support fails, you may escalate to:

  • Consumer Protection Department at the Kuwait Ministry of Commerce and Industry.
  • The competent Kuwaiti courts.

8. Contact

For any refund question: support@tatakw.com

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