Refund & Cancellation Policy

Effective date: 26 July 2026

This policy forms part of our Terms of Service. It explains what happens to your money when you cancel, when we get something wrong, and when a delivery cannot be made.

Short version: if we get it wrong, you get your money back. If you change your mind partway through a plan, your remaining deliveries stay on your account as credit rather than being refunded in cash.

1. Before your first delivery

You get a full cash refund.

If you cancel after your subscription is approved but before your first delivery has been dispatched, you are entitled to the full amount back. We have not yet performed, so we do not keep your money.

If you had not yet paid, you owe nothing.

To cancel, use the app (Profile → Manage plan) or contact us.

2. After deliveries have started

Unused deliveries remain as credit on your account. We do not refund them in cash.

If you cancel partway through a plan:

Boxes that have already been delivered are not refundable.
A box that has passed its cutoff (2 days before the delivery date at 23:59) is already being prepared. It will be delivered and is not refundable.
Your remaining unused deliveries stay on your account as credit. They do not expire. You can use them whenever you restart — just contact us and we will apply them to your next subscription.

We choose credit rather than cash refunds because ingredients for your plan are purchased in advance. Your credit does not expire, so nothing you paid for is lost.

This section does not apply when the fault is ours — see section 3.

3. When something goes wrong on our side

You get a refund or a replacement, at your choice. This applies whenever we fail to deliver what you paid for, including:

a delivery that never arrived;
food that arrived spoiled, damaged, or unsafe to eat;
the wrong meals
a delivery we cancelled for our own reasons.

In these cases you may choose either a cash refund of the affected delivery, or a replacement delivery at no charge. Serious or repeated failures entitle you to cancel the whole subscription with a full cash refund of everything undelivered.

Nothing in this policy limits your rights under Tunisian consumer protection law, or our liability for food safety.

4. When a delivery cannot be completed

If we attempt a delivery and cannot complete it because nobody was available at the address, the address details were wrong, or access was not possible, the delivery is treated as completed and its credit is used. It is not refundable.

We will always attempt to contact you by phone before treating a delivery this way. If you know you will be away, skip the day in the app before the cutoff — skipping does not consume a credit.

5. How to request a refund

Please include what happened, which delivery date it concerns, and a photo if the issue is with the food itself — it helps us fix the underlying problem, not just your order.

We respond within 48 hours.
Approved cash refunds are paid in cash, in person, within 7 days — usually with your next delivery or by arrangement.

Report quality problems within 24 hours of delivery so we can investigate while the evidence is fresh.

6. Pausing instead of cancelling

If you are going away, pause your subscription rather than cancelling. A pause stops deliveries for the period you choose and moves the remaining ones later. You keep all your credits and there is nothing to refund.

Boxes that have already passed their cutoff will still be delivered.

7. If we cancel your subscription

If we stop serving your area, cannot continue for operational reasons, or suspend your account for a reason that is not your fault, we refund the full value of every delivery you have paid for and not received, in cash.

If we terminate an account for fraud or abuse under section 12 of the Terms, no refund is due.

8. Deleting your account

Deleting your account cancels your subscription immediately. Any unused credits are forfeited — deleting your account also deletes the record of them.

If you have unused credits and want your money back, contact us before deleting your account.

9. Contact

Macroutine — operated by Rayene Kanoun Djerba, Houmt Souk, Tunisia Email: support@macroutine.app Phone: +216 28432711