Delivery and Returns
Delivery, pre-deadline cancellation, non-conforming meals and refunds for employee-paid orders placed through iştebu! yemek.
This page explains delivery, cancellation and refund terms for prepared meal orders paid by an individual cardholder through iştebu! yemek. The order-specific date, time, delivery point, Seller and selection deadline are shown in the order summary.
1. Delivery method
- The Seller delivers the meal on the date and at the time stated in the order summary to the common delivery point designated by the company or school.
- Delivery to the authorized recipient at the common point, or to a person designated by the Buyer, constitutes delivery to the Buyer.
- The Seller is responsible for ingredients, production, suitable temperature and packaging, food safety and timely delivery. iştebu! yemek provides the order, payment and notification infrastructure; mandatory intermediary responsibilities remain unaffected.
2. Cancellation before the selection deadline
The Buyer may cancel or change the order free of charge before the selection deadline shown in the application. No final payment is captured. A pending card authorization is cancelled or released according to the card-issuing bank’s process.
3. After the selection deadline
After the deadline, production quantities become final and the Seller starts preparing the selected meal for the specified service date. Because prepared meals are personalized, perishable food supplied for a specified date, no no-fault withdrawal or routine return is accepted after the deadline.
This does not limit mandatory statutory remedies for a meal that is not delivered or is incomplete, incorrect, defective or unsafe.
4. Reporting a delivery issue
- Missing portions, an incorrect meal, unsuitable contents, late delivery or non-delivery should be reported through the application or to destek@istebuyemek.com, where possible on the same day and no later than one business day.
- If poisoning, spoiled food, a foreign object, a serious hygiene concern or an allergen mismatch is suspected, do not consume the meal and report it on the same day.
- A photo, delivery time and order number can speed up review. These operational reporting periods do not remove rights that cannot be waived under mandatory law.
5. Resolution and refund
The Seller and iştebu! yemek review the report together with the order, delivery and payment records. Depending on the issue, the remedy may be completion, replacement, a price reduction, or a full or partial refund.
An approved refund is:
- made at no additional cost to the Buyer,
- made through a method consistent with the original payment instrument, and
- completed within the applicable statutory period.
The card-issuing bank controls when the refund appears on the card statement. Prepared food is not shipped back for hygiene and food-safety reasons; support will explain the evidence and resolution required.
6. Contact
Order-specific Seller details are shown in the order summary. Contact destek@istebuyemek.com or use in-app support for platform assistance. See the Distance Sales Agreement for the full terms.
This document is based on Turkish Consumer Protection Law No. 6502 and the Ministry of Trade’s distance contracts guidance. The Turkish version prevails in the event of inconsistency.