Refund & Cancellation Policy
Version: 4.0.0
Operator: IslamPages Inc. (HalalMap product)
Support: support@halalmap.ca
The effective date for this Policy is the date recorded in the HalalMap Admin Legal Center when a version is approved and published. Until then, this document remains an Admin draft and is not customer-facing ACTIVE policy.
Nothing in this Policy limits rights that cannot be limited under applicable Canadian consumer protection law. Where a provincial addendum applies (for example Alberta, Ontario, or British Columbia), that addendum also applies.
Table of contents
- Overview
- Customer cancellations
- Merchant or platform cancellations
- Unavailable, incorrect, missing, or damaged items
- Weighted grocery adjustments
- Delivery issues and failed delivery
- Address accuracy and delivery instructions
- Refund methods and timing
- Promotional discounts
- Tips
- How to request help
- Contact
1. Overview
1.1 Marketplace role. HalalMap is a technology marketplace. Independent merchants prepare and sell goods. Independent drivers may deliver orders where delivery is available. IslamPages Inc. operates the HalalMap platform; it is not the seller of merchant-listed goods unless expressly stated for a specific offering.
1.2 Scope. This Policy applies to food, grocery, and other marketplace orders placed through HalalMap customer apps or websites in Canada. It does not replace the Client Terms of Service, Privacy Policy, or Delivery Terms.
1.3 Good-faith resolution. We aim to resolve order issues fairly based on order status, evidence you and the merchant provide, platform records, and applicable law.
1.4 Reporting window. Report order problems in the app or by emailing support@halalmap.ca as soon as practical—generally within 48 hours after delivery or scheduled pickup—unless a longer period is required by law or the issue relates to food safety (report immediately).
2. Customer cancellations
2.1 Before merchant acceptance. You may usually cancel in-app without charge while the order is still awaiting merchant acceptance, subject to the status shown in the app.
2.2 After merchant acceptance. Once a merchant has accepted an order, cancellation may be limited or unavailable. If cancellation is still offered in the app, fees or non-refundable amounts may apply as displayed at the time of cancellation.
2.3 In preparation or out for delivery. After preparation has started or a driver has been assigned, cancellations are often not available. If you still need help, contact support; outcomes depend on whether the merchant or driver can stop fulfillment without waste or loss.
2.4 Pickup orders. For pickup, cancel as early as possible. If you do not collect an order within the time window shown in the app, the merchant or HalalMap may mark the order complete or cancelled under merchant rules, and refunds may be partial or declined where goods were prepared.
3. Merchant or platform cancellations
3.1 Merchant cancellation. A merchant may cancel if an item is unavailable, the store cannot fulfill the order, hours have changed, or other operational limits apply. Where an order is cancelled before fulfillment through no fault of yours, you generally receive a refund of amounts paid for the cancelled order (subject to Sections 8–10).
3.2 Platform intervention. HalalMap may cancel an order for safety, fraud prevention, compliance, technical failure, or to protect users. Where cancellation is not caused by your breach of the Terms, prepaid order amounts are typically refunded subject to this Policy.
4. Unavailable, incorrect, missing, or damaged items
4.1 Unavailable items. If an item cannot be fulfilled, the merchant may remove it, propose a substitute (where you opted in), or cancel affected lines. You are charged only for items fulfilled, subject to app confirmations.
4.2 Incorrect items. If you receive the wrong item, report it with photos where possible. Support may arrange a refund for the affected item, a replacement where available, or another remedy.
4.3 Missing items. Report missing items promptly. Remedies may include refund of the missing item or redelivery where the merchant and delivery coverage allow.
4.4 Damaged or unsafe items. Report damaged packaging, spills, or food-safety concerns immediately. Do not consume food you believe is unsafe. Support may refund affected items and escalate with the merchant.
4.5 Evidence. Photos, order details, and a clear description help us investigate. We may contact the merchant or driver and review platform logs before deciding.
5. Weighted grocery adjustments
5.1 Estimated vs actual weight. Some grocery items are sold by weight. The checkout total may use an estimate. The final charge may increase or decrease based on the weight fulfilled by the merchant.
5.2 Adjustments. After fulfillment, HalalMap or the payment processor may adjust the authorization or capture to match the fulfilled weight within the range disclosed at checkout (if any).
5.3 Disputes. If a weight adjustment seems incorrect, contact support with the item name and what you received. We will review merchant records and may refund an overcharge where evidence supports it.
6. Delivery issues and failed delivery
6.1 Late or incomplete delivery. Delivery times shown in the app are estimates, not guarantees. If a delivery is unreasonably late or incomplete, contact support. Remedies depend on cause (merchant delay, traffic, weather, access issues, or customer unavailability).
6.2 Failed delivery attempt. If a driver cannot complete delivery because of an incorrect address, locked building, missing unit/buzzer details, or no one available to receive the order after reasonable attempts, the order may be returned or handled under merchant rules. Additional fees or limited refunds may apply where the failure results from inaccurate customer information or unavailability.
6.3 Proof of delivery. Where available, HalalMap may use GPS breadcrumbs, timestamps, photos, or recipient confirmation as evidence that delivery was attempted or completed.
7. Address accuracy and delivery instructions
7.1 Customer responsibility. You are responsible for providing a complete, accurate delivery address, including unit/apartment number, buzzer, and access instructions.
7.2 Delivery instructions. Clear instructions (gate codes, leave-at-door preferences where offered, landmarks) help drivers. Instructions that ask drivers to break building rules, trespass, or enter unsafe conditions may be ignored.
7.3 Incorrect address. If you entered the wrong address and the order was delivered or attempted as instructed, refunds may be limited. Contact support as soon as you notice an error; we will try to help where the driver has not yet completed delivery.
8. Refund methods and timing
8.1 Method. Approved refunds are typically returned to the original payment method via the payment processor (for example, Stripe). Timing depends on your bank or card issuer and may take several business days after HalalMap initiates the refund.
8.2 Partial refunds. Refunds may be limited to affected items, fees that were not earned, or a portion of delivery fees, depending on what was fulfilled.
8.3 Non-refundable amounts. Where goods were prepared or delivered as ordered, or where cancellation occurred after a point disclosed in the app, some amounts may be non-refundable except as required by law.
9. Promotional discounts
9.1 Promo application. Promotions, credits, and coupons reduce the payable total when eligibility rules are met.
9.2 Refunds after promos. If an order using a promotion is refunded in whole or in part, HalalMap may restore promotional value, reduce the cash refund by the promotional portion, or apply rules shown with the promotion—so you are not unjustly enriched and merchants are treated fairly.
10. Tips
10.1 Tips for drivers. Tips you add for drivers are generally voluntary amounts intended for the delivery partner.
10.2 Refunds of tips. If an order is cancelled before delivery assignment, tips are typically refunded. After delivery is completed as ordered, tips are usually not refunded except in cases of clear non-delivery or as required by law or HalalMap’s investigation outcome.
11. How to request help
11.1 Use in-app order support where available, or email support@halalmap.ca with your order number, issue type, and supporting photos.
11.2 We may ask for additional information and will communicate the outcome through the app or email.
12. Contact
IslamPages Inc. — operating the HalalMap product
Support: support@halalmap.ca
Launch location metadata (editable in Admin): Edmonton, Alberta, Canada
This location metadata is stored for launch operations and customer support routing. It is not a representation that Edmonton is the corporation’s registered head office unless and until that is confirmed and updated in Admin Legal Center fields and a published version.
For privacy requests, see the Privacy Policy. For account terms, see the Client Terms of Service. For delivery logistics expectations, see the Delivery Terms.