Customer Policy
Cancellation, Return & Refund Policy
Food is perishable, so the rules around cancelling and refunding an order are different from ordinary retail. This page explains when you can cancel, when a refund applies, and how long the money takes to reach you.
Order Cancellation
Orders can be cancelled within 2 minutes of placement, or before the restaurant accepts and starts preparing the order — whichever comes first. Once preparation has begun, cancellation is not possible, because the items are perishable and cannot be resold.
We may cancel an order due to circumstances outside our control, including item unavailability, store closure, a delivery address outside our service area, or a technical payment failure. When this happens, a full refund is initiated immediately.
Return Policy
Under food safety and health regulations, delivered food items cannot be physically returned or replaced. The only exceptions are incorrect, damaged, or spoiled orders that are verified at the time of delivery.
Refund Eligibility
You may be eligible for a full or partial refund in the following cases:
- Missing or incorrect items An item from your order is missing, or a different item was delivered.
- Quality issues or spoilage The packaging arrived severely damaged and the food was spilled or contaminated, or the food delivered was spoiled.
- Non-delivery The order never reached the address you specified, due to a fault on our courier's side.
Online Payment & Refund Processing
Approved refunds for online payments — credit card, debit card, Apple Pay, mada and similar methods — are returned to the original payment method. We cannot redirect a refund to a different card or account.
Typical time for a refund to appear in your account once it has been initiated. The exact timing depends on your bank or card issuer.
Contact Us
Questions or disputes about a payment, cancellation, or refund? Reach us directly: