Refund Policy

Effective date: 12 July 2026
This Refund Policy applies to eligible orders placed through the Online Services operated by Softlogic Restaurants (Pvt) Ltd. Refunds, replacements and other resolutions are assessed based on the verified circumstances of each order.

4.1 Situations that may qualify

  • A failed payment or verified duplicate charge.
  • Cancellation of an order by Softlogic Restaurants after payment.
  • A missing item or incorrect item.
  • Product unavailability after payment.
  • A verified food-quality concern.
  • A delivery failure caused by an operational issue attributable to the service.

4.2 Situations that may not qualify

  • A customer changes their mind after preparation has started.
  • The customer provides an incorrect or inaccessible delivery address.
  • The customer is unreachable or unavailable to receive the order.
  • An issue results from late pickup by the customer.
  • A claim cannot be reasonably verified or misuse is suspected.
  • A promotion, voucher or discount was misunderstood despite the applicable conditions being displayed.

4.3 How to raise a request

Contact Customer Support as soon as possible, preferably on the same day as delivery or pickup. Provide the order number, registered contact details, a clear explanation and supporting photographs or payment evidence where relevant.

4.4 Assessment and resolution

Softlogic Restaurants may verify the issue with the customer, outlet, delivery provider or payment provider. Depending on the circumstances, the resolution may be a refund to the original payment method, store credit, voucher, replacement or another reasonable method determined by Softlogic Restaurants.

4.5 Processing time

Once approved, processing time may vary by payment method, bank, card network, digital wallet, BNPL provider or payment gateway. The customer will be informed of the available resolution and any expected processing period once the request is assessed.

4.6 Promotions and vouchers

Promotional discounts, vouchers, store credits and free items generally have no cash alternative. Where a paid order is partially refunded, the refund may be calculated after considering the promotion, voucher value, qualifying threshold and items retained by the customer.

4.7 Contact

Telephone: 0112 123 123
Email: info@softlogic.lk
Please include the order number in all refund-related requests.