Refund policy

The short version

If your order does not arrive, arrives wrong, or arrives badly late, tell us through the Help button on your order and we will put it right. Refunds go back the way you paid.

When you get a full refund

• The order was never delivered.
• The shop could not prepare it and the order was cancelled after you paid.
• What arrived was not what you ordered, and the shop cannot replace it.
• You were charged twice for the same order.
• You were charged for an order that was never accepted.

For a missing or wrong item within an order that did arrive, we refund the value of that item and any fee that only made sense with it.

When you get the delivery fee back

We quote a time to your door on every order. If the food arrives after that time by a margin that is our fault, the delivery fee is refunded even though the food did arrive. Traffic, weather and a road closure are not our fault; a rider who took the wrong turn twice is.

When we cannot refund

• The order was delivered to the address you gave us and you changed your mind about the food after it was made.
• Nobody was at the address, or the number you gave us did not answer, and the order could not be completed. The shop cooked it and the rider travelled.
• The complaint comes long after the food was delivered: food safety rules mean we cannot judge a meal that has been sitting overnight. Report it the same day.
• Taste or portion size, where the food is exactly as the shop describes it. Tell us anyway: a pattern of the same complaint from the same kitchen is something we act on with the shop.

How to claim

Open the order and tap Help. Say what went wrong, and attach a photo if it is about a missing or wrong item. We aim to answer the same day.

How long the money takes

Once a refund is approved we reverse the charge with the payment provider the same day. How fast it appears is up to your bank: card refunds commonly take five to ten working days to show on a statement, and mobile money refunds are usually minutes. The refund is issued in the currency you were charged in.

Cancelling

You can cancel at no cost until the kitchen accepts the order. After that the food is being made and the shop may not be able to stop, so a cancellation from that point is refunded at the shop's discretion.