1. Cancellation before fulfilment

Where the app provides a cancellation option before a restaurant accepts or begins preparing an order, the customer may cancel through the available flow. Once preparation has begun, cancellation may be restricted because costs may already have been incurred.

2. When a refund may be considered

A full or partial refund, replacement, credit or other remedy may be considered where an order is not delivered, materially incomplete, materially different from what was ordered, charged incorrectly, or affected by a substantiated food-quality or safety issue.

The appropriate remedy depends on the facts, the evidence available, the stage of fulfilment, the amount affected and applicable consumer law.

3. Evidence and reporting

We may ask for photographs, packaging information, item details or other reasonable evidence needed to review a claim. Safety concerns should be reported as soon as possible. Nothing in this policy limits statutory rights that cannot lawfully be excluded.

4. Circumstances that may not justify a refund

A refund will not normally be issued solely because a customer changes their mind after preparation has begun, dislikes a product that was correctly supplied, or provides an incorrect or inaccessible delivery address. Delays are reviewed in context rather than being automatically refundable or automatically excluded.

5. Refund processing

Approved refunds are normally returned through the original payment method where supported. Processing times depend on the payment provider, bank, card network or mobile-money operator and may vary by market.

6. Chargebacks and duplicate claims

Customers should not seek multiple recoveries for the same transaction. Fraudulent refund or chargeback activity may result in account restrictions and may be reported where appropriate.