(Digital product of Möglich Company)
Last updated: March 2026
This Cancellation Policy outlines the conditions under which users may cancel an order placed through Rafiia, a digital platform developed by Möglich Company.
Rafiia is a marketplace that allows users to order products and services from various partner businesses and service providers, including:
pharmacies
supermarkets
retail shops
delivery services
transportation services
vehicle rental services
other partner merchants
Payments are centralized by the Rafiia platform and are later redistributed to partners once the order has been confirmed.
Rafiia operates as a technology intermediary platform between users and partner merchants or service providers.
Partners are responsible for:
product availability
order preparation
quality of products or services
delivery or service execution
Rafiia is responsible for:
operating the technical infrastructure of the platform
securing payments
coordinating orders
managing cancellations and refunds according to established policies.
Users may request an order cancellation depending on the status of the order.
If the order has not yet been confirmed by the merchant or service provider:
the cancellation is immediate
the refund is automatic
The refund is generally issued to the user’s Rafiia Wallet, allowing faster reuse on the platform.
Once the order has been confirmed by the merchant:
the cancellation may be refused
or subject to cancellation fees
This depends on several factors, including:
the order preparation status
the type of product or service
whether a delivery driver or service provider has already been assigned
The merchant or service provider determines whether the cancellation can still be accepted.
If the order is already:
being prepared
in delivery
or if the service has already started
cancellation may no longer be possible.
In certain cases, fees may apply to cover costs already incurred by the partners.
Certain products or services cannot be cancelled after confirmation, including:
perishable or prepared food items
opened or already used products
customized or made-to-order products
services that have already started
reservations for services or vehicles close to the scheduled time
These restrictions protect partners from operational losses and misuse of the platform.
A partner merchant or service provider may cancel an order in the following situations:
product out of stock
service unavailable
pricing errors
delivery area not covered
operational impossibility to fulfill the order
In such cases:
the order is cancelled
the user receives a full refund
Rafiia may also cancel an order in certain situations, including:
the merchant does not confirm the order within the required timeframe
payment issues occur
suspected fraud
technical or operational problems
In such cases, the user will be notified and the refund will be processed according to the Refund Policy.
Depending on the order status, cancellation fees may apply in order to cover:
payment gateway transaction fees
administrative processing costs
preparation costs incurred by partners
logistics costs if delivery has already started
These fees are defined in accordance with the Rafiia Refund Policy.
Once a cancellation is approved, the refund may be issued through one of the following methods:
This option is prioritized because it allows:
faster refunds
no additional transaction fees
immediate reuse of the funds on the platform
If requested by the user, the refund may also be issued through the original payment method used, such as:
Mobile Money
bank card
other payment methods
In this case, transaction fees may apply according to the Refund Policy.
Refund processing typically takes 5 to 10 business days, depending on financial operators.
To protect the platform and its partners, Rafiia reserves the right to:
limit repeated cancellations
refuse requests considered abusive
suspend or restrict a user account in case of fraud or misuse of the service.
For any questions regarding order cancellations:
📧 contact@rafiia.com
🌐 www.rafiia.com
