Contact us

Address: 68, Suites 1 & 2, The Strands, Sliema SLM1022, Malta

Phone: +356 79520408

Email: info@primo.mt

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Refund and Cancellation Policy

Refunds Policy

Primo’s customers are entitled to a refund if the order isn’t right. Some examples of this are:

  • Delays in delivery
  • Incorrect or missing items (or customers received orders that were not theirs)
  • Spilled or damaged items

Primo or its Partner will provide compensation, depending on the issue.

Refunds from Partners

Our Restaurant and Retail Partners will only be charged for the refund if the reason was due to an error that was within their control, such as:
  • Incorrect, missing or unavailable items in an order
  • Poor preparation and quality of food
  • Not meeting specified dietary requirements
  • Incorrect or out-dated information on the menu items
Reasons are not strictly limited to the above and Partners may have other duties and responsibilities outside of the above list.

Refunds from Primo

Primo will undertake the cost of the refund wherein a claim is made due to an error that was within their control, such as:
  • Rider delays leading to late delivery or cold food
  • Spilled/ damaged food items Undelivered orders
  • Unavailability of Riders/ Drivers
  • Cancellations of orders due to Rider/ Driver delays
Reasons are not strictly limited to the above and Primo may have other duties and responsibilities outside of the above list.

Cancellation

Once an order is placed, it cannot be withdrawn or cancelled. We encourage you to carefully select the product or service that you’re after and review the information prior to confirming an order on the website.