LIVWELL Cancellation and Refund Policy

This policy applies to food orders purchased through LIVWELL. It explains cancellations and remedies for service problems. Mandatory consumer rights continue to apply even where a restriction or target reporting period is described below.

LIVWELL does not apply a fixed automatic cancellation deadline. You may request cancellation through the order details screen or by contacting [email protected] / +94767019359 with your order number before delivery or pickup. A request does not itself cancel the order; we review the order's acceptance, preparation and fulfilment status and notify you whether cancellation is approved.

A request made before ingredients are allocated, preparation begins or fulfilment starts will normally be approved for a full refund of the cancelled items and any delivery service that will no longer be provided. Once preparation or fulfilment has started, cancellation may not be possible because meals are perishable. Any partial approval or lawful deduction will be reasonable, related to costs that cannot be avoided and explained to you. We do not apply a penalty merely because you requested cancellation.

A meal cannot normally be returned for a change of mind after preparation or fulfilment because it is perishable. This restriction does not apply to remedies for an incorrect, unsafe, defective, misdescribed or undelivered order.

If we cancel an accepted order, cannot supply it, or cannot provide an agreed fulfilment service, we will explain the issue and offer an appropriate alternative or refund. You do not have to accept a material substitution or store credit instead of a refund you are entitled to receive.

Where the whole order is cancelled, the refund includes the related delivery charge and other charges for services not provided. Where only part is affected, we calculate the appropriate partial refund and explain any delivery-charge treatment.

Contact [email protected] / +94767019359 as soon as practical, preferably within 24 hours of delivery or collection, so we can investigate a perishable product promptly. This target is a request for prompt reporting, not an automatic limit on legal rights.

Provide your order number, the affected items and a description. Photographs of the meal, packaging or label can help if it is safe and practical to take them. We will consider other reasonable evidence and will not require you to taste unsafe food or keep it in unsafe conditions.

After assessing the issue, we will provide the remedy required by law and appropriate to the problem, such as replacement, refund of affected items, or refund of the entire order where justified. An agreed replacement should be supplied within a reasonable period and without an additional charge for correcting our error.

Do not eat food you believe is unsafe. If you experience a possible allergic reaction or medical emergency, seek urgent medical help first.

If your order is not delivered, or a substantial delay makes it unsuitable for the agreed purpose, contact us for an assessment and appropriate remedy. We will not deny a claim solely because an automated status shows "delivered".

Where a failure results from an incorrect address, inability to contact the recipient or failure to collect within the disclosed window, we will review the actual circumstances and reasonable fulfilment efforts. Any charge or deduction must be disclosed, lawful and proportionate. We will not charge you for a failure caused by LIVWELL or its fulfilment providers.

If you see a duplicate charge or a payment without an order confirmation, contact us with the transaction reference, date and amount. Do not send full card details or security codes. We will reconcile the transaction and refund any duplicate or unallocated payment that has settled. An authorisation hold may be released by your bank rather than shown as a separate refund.

You retain the right to use a payment provider's dispute process or other legal remedy. You are not required to waive those rights to ask us for help.

We issue approved refunds to the original payment method where possible. For cash or a method that cannot accept a refund, we will agree a secure alternative with you. Store credit is optional when a monetary refund is owed.

Once an online-payment refund is approved, LIVWELL submits it through PayHere (Private) Limited. Under PayHere's refund process, a delayed refund will normally be reflected in the original payment method within 5–10 business days after submission. A refund submitted on the same transaction day may instead be processed as an instant void. The exact display time is controlled by PayHere and the customer's bank. We will provide a reference or progress update if the refund is delayed. This estimate is subject to any shorter legal requirement.

For a full refund due to our cancellation or error, we do not deduct our ordinary payment-processing fee. Any lawful deduction in another situation will be explained before you agree to it.

Contact [email protected], +94767019359, or 03, Salawa, Kosgama, Sri Lanka. Include your order reference and preferred contact method. Our support hours and response targets are on the Contact and Support page. You may also use the consumer complaint or court processes available by law.