When something needs putting right.

We want customers to have a clear way to raise an order issue and understand the resolution. Ordering has not opened yet; the final cancellation and refund rules will be shown before the first checkout.

Missing items and other concerns

Support will be connected to the relevant order, whether the concern is a missing item, an incorrect meal, food quality or delivery. The support team will review the details and explain the available resolution.

Cancellations

Cancellation eligibility may depend on whether the restaurant has accepted or started preparing an order. Any applicable cutoff, charge and exceptional cases will be published before ordering opens.

Refunds

Approved online-payment refunds will be returned through the payment provider to the original payment method. The provider and bank may affect processing time; confirmed timelines will be published with the available payment methods.

Restaurant settlement holds

The proposed 72-hour post-delivery wait applies to restaurant settlement, not to a customer’s ability to report a concern. An unresolved complaint keeps the affected order’s settlement on hold until resolution. A refund decision must not depend only on whether restaurant settlement has already occurred.

Contact and escalation

Support channels, hours and the complaint escalation process will be published before ordering opens.