All meals are freshly prepared by home chefs once your order is confirmed.
Because of that, orders cannot be canceled or refunded after the cooking process has started.
If you wish to cancel, please contact us within 10 minutes of placing your order — before the chef starts cooking. After that, cancellation may not be possible.
If you receive the wrong order, missing items, or your meal arrives in poor condition, please contact our support team immediately. We’ll review the issue and, if verified, may offer one of the following:
A replacement meal, if available.
A partial or full refund, depending on the situation.
Photos or short videos may be requested for quality review.
As meals are cooked by independent home chefs, Akla is not responsible for food taste, spice level, or individual preferences.
However, we encourage feedback to help maintain high quality.
In cases of food safety concerns (e.g., suspected food poisoning), customers have the full right to take legal action directly against the chef.
Akla will cooperate with authorities if required but holds no liability.
If a refund is approved, it will be processed within 5–10 working days through the same payment method used for the order.
Refunds for cash payments may take longer and will be coordinated through customer service.
Refunds will not apply to:
Orders canceled after preparation begins.
Delays caused by traffic or uncontrollable conditions.
Food that has been partially eaten or discarded.
Customer taste preferences or minor appearance variations.
For cancellations, complaints, or refund requests, contact us via:
Whatsapp: (+20) 103 000 0920
Email: support@getakla.com
Customer Service Hours: 10 AM – 10 PM
We’re always here to help and make sure your experience is positive and fair.