Refund and Cancellation Policy

You can cancel free of charge at any point until the restaurant accepts your order. Nothing has been cooked and nobody has been dispatched.

If you paid online, the full amount is refunded automatically.

The order can no longer be cancelled in the app, because the kitchen may already be preparing it and that food cannot be sold to anyone else.

If something is wrong, contact us. We look at each case, and where the fault is ours or the restaurant's you will not be left out of pocket.

You are charged nothing. A restaurant that declines must give a reason, and you will see it in the app.

Any online payment is refunded in full and automatically — you do not need to ask.

This applies whether the restaurant declines before starting or has to cancel afterwards.

An online order that is not paid for within a short window is cancelled and never reaches the restaurant.

If money left your account but the order did not confirm, it was not captured by us and your bank will return it — usually within a few working days. Contact us with the order number if it does not.

Tell us as soon as you can, with the order number and a photograph where it helps. Reports made the same day are far easier to resolve.

Where an item is missing, wrong, or arrives in an unacceptable condition, we will refund that item or the order as appropriate, having checked with the restaurant.

Taste and preference are matters for the restaurant. Food that is not to your liking is not by itself grounds for a refund.

If a delivery partner cannot find the address or reach you on the number given, and has waited a reasonable time, the order may be treated as delivered and no refund given.

If we failed to deliver for a reason within our control, you are refunded in full.

Refunds go back to the original payment method. We send them immediately; your bank or provider then takes its own time, typically five to seven working days.

Cash orders have nothing to refund unless money was collected, in which case we arrange it with you directly.

We do not deduct a fee from a refund.

Surplus items are sold at a discount, in limited quantity and within a time window. The same cancellation and refund rules apply.

These items are surplus prepared food, discounted because they would otherwise be wasted. They are within their safe period and meet the same food safety requirements as everything else on the platform.