Return & Refund Policy

Pause subscription days to preserve your prepaid meal credits.

Report a damaged or incorrect meal within 24 hours with evidence.

Upgrade/downgrade plans easily with calculated price adjustment.

Review of request and approval in case of failure to fulfill.

Directly refund to your payment card via secure Tap gateway.

Because NutrioMeals products consist of freshly prepared, custom-portioned food products with highly perishable timelines, physical meals cannot be returned once delivered.
For food safety and hygiene regulations, delivered meals cannot be reused, restocked, or returned to our central kitchen facility.
If you receive an incorrect, damaged, or spoiled meal box, do not consume it. Please contact customer support immediately for an instant resolution.

Fulfillment Failures: If NutrioMeals is unable to prepare or deliver your meals due to unexpected kitchen shutdowns or severe logistical failures.
Incorrect Billing: In the rare event of double billing errors, system payment mistakes, or accidental overcharges verified on Tap Payments.
Damaged or Wrong Orders: If we deliver meals that significantly mismatch your selected plan ingredients or menu, or if containers are severely broken during transport.
Reporting Timeline: Any eligible refund requests must be filed with support within 24 hours of the delivery date, accompanied by clear photograph proof of the container, label, or issue.

Once a refund request is reviewed and approved by the audit team, it is authorized immediately on our systems.
All approved refunds are reversed directly back to the original payment card (Mada, Visa, MasterCard) used during checkout through Tap Payments.
NutrioMeals cannot refund cash, transfers, or alternate accounts for payments made via cards. This is a strict anti-fraud audit requirement by Saudi Central Bank and Tap Payments policies.
Refund credit timelines depend entirely on your local bank and card issuer. Approved credits typically reflect in your account within 5 to 14 business days.

If you are traveling, undergoing medical treatments, or wish to temporarily stop meals, you are encouraged to use the Pause Subscription feature instead of canceling.
Pausable periods allow you to freeze your subscription days completely. Your paid credits and remaining delivery days are saved on your profile.
When you click Resume on your dashboard, your subscription restarts, and delivery continues smoothly from where you stopped.
Subscription pause requests must be submitted through your dashboard before the daily system cut-off time (typically 24 hours prior to the next scheduled meal preparation cycle).

Plan Changes: Customers can request to upgrade (e.g. from 2 meals to 3 meals) or downgrade their subscription tier. Price differences are calculated pro-rata.
Upgrades take effect immediately once the price difference is paid successfully through Tap Payments.
Downgrades will result in calculated prorated credits added to your profile balance, which can be applied to future renewals.
Cancellation cutoff: Cancellations requested before any meal preparation has started may qualify for a full refund review. Cancellations submitted after subscription meals have begun prep/delivery do not qualify for a refund.

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