Refund & Cancellation Policy

Effective date: 26 July 2026 Last updated: 2 October 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: you can cancel for free until your first box starts being prepared, and anything you paid is handed back. Once your first box is being prepared, the plan can no longer be cancelled — you can pause it instead. If we get a delivery wrong, you get a replacement box.

1. Before your first box is prepared

You can cancel for free, and anything you paid is handed back in full.

A confirmed plan can be cancelled until the meal cutoff of its first box: 2 days before that box's date, at 23:59 (Africa/Tunis). The app shows the exact time on the plan screen (Profile → Manage plan → Cancel my plan). You can also ask us to cancel it.

When you cancel:

every box of the plan is removed — none has been prepared yet;
any cash you already paid is handed back in full, in person, within 7 days;
a renewal you booked behind the plan is cancelled the same way.

A subscription request we have not confirmed yet can be withdrawn at any time, and you owe nothing.

2. After your first box is being prepared

The plan can no longer be cancelled or refunded.

From the meal cutoff of your first box, ingredients are bought and boxes are prepared against your plan. From then on:

boxes already delivered, or past their cutoff, are not refundable;
you can pause your plan if you need a break (section 6) — paused days are added at the end of your plan, 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 replacement delivery at no charge. We review every box that could not be delivered as planned. If the fault is ours — for example:

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 —

we add a replacement delivery to your plan, after your last box. You see our decision in the app.

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 counts as made and is not replaced.

We will always attempt to contact you by phone first. If you know you will be away, skip the day in the app before its cutoff — a skipped day is added at the end of your plan.

5. How to request a refund or report a problem

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.
Cash refunds are paid in cash, in person, within 7 days.

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

6. Pausing

If you are going away, pause your plan. A pause always has an end date, lasts at most 30 days, and ends on its own — your deliveries restart the day after. The paused days are added at the end of your plan: you keep every delivery you paid for.

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

You can delete your account once you have no plan running. If a plan is running or booked, you can ask in the app to have your account deleted automatically when your plan ends. If your first box is not being prepared yet, you can cancel your plan first (section 1).

A deleted account can be restored by signing back in within 30 days; your plan does not come back. After 30 days your data is erased, except the payment records we must keep by law, which are anonymised.

9. Contact

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