Refund & Cancellation Policy

Last updated: 2026-08-21

This policy explains how order cancellations and refunds work on the platform. Individual shops may publish additional return conditions on their shop page for perishable or made-to-order items — those are shown to you before you order and take precedence for that shop where they are stricter than this policy in your favour.

Cancelling an order

An order can be cancelled from your Orders page while it is still in a cancellable status (before the shop marks it out for delivery). Once an order has been dispatched for delivery it can no longer be cancelled through the app — contact the shop directly, or raise a grievance if you believe it was dispatched in error.

How refunds are paid

When a paid order is cancelled or refunded, the amount is credited back to your platform wallet. If the original payment used a mix of your own funds and promotional/voucher credit, the refund restores that same split — promotional credit is never converted into real, withdrawable money by a refund. See our Wallet Terms for what the wallet is and is not.

Food and perishable items

Because dairy, bakery, and other perishable food items cannot generally be resold once delivered, returns of delivered food items are only accepted where the item was incorrect, damaged, or unsafe on arrival. Report this within 24 hours of delivery using the order's "Report an issue" option or by raising a grievance.

Non-perishable items

For non-food items, the shop's stated return window (shown on the shop's page, where provided) applies. Where a shop has not stated a return window, contact the shop or raise a grievance and we will help coordinate a resolution.

Processing time

Wallet refunds are credited as soon as the cancellation or refund is approved — this is typically immediate for platform-approved cancellations. Refunds requiring shop confirmation (e.g. a damaged-item report) are processed once the shop or platform has reviewed the report.