Refund & Cancellation Policy

Last updated: December 28, 2025

1. Cancellation Policy

1.1 Customer Cancellations

  • Before vendor acceptance: Full refund (100%)
  • After vendor acceptance, before cooking starts: 80% refund
  • After cooking starts: No refund (order cannot be cancelled)
  • Cancellation requests must be made through the platform

1.2 Vendor Cancellations

  • Vendors may cancel orders before preparation begins
  • Customers receive full refund if vendor cancels
  • Repeated vendor cancellations may result in penalties
  • Vendors must provide reason for cancellation

2. Refund Eligibility

Refunds may be issued for:

  • Order cancellations (as per cancellation policy)
  • Incorrect orders delivered
  • Missing items from order
  • Significantly delayed deliveries (over 1 hour late)
  • Food quality issues (spoiled, contaminated, or inedible food)
  • Vendor unable to fulfill order

3. Refund Process

  1. Submit refund request through platform or contact support
  2. Provide order details and reason for refund
  3. Include photos if applicable (for quality issues)
  4. We will review your request within 24-48 hours
  5. If approved, refund will be processed within 5-7 business days
  6. Refund will be issued to original payment method

4. Non-Refundable Items

The following are generally not eligible for refunds:

  • Orders cancelled after cooking has started
  • Customer changed their mind (after vendor acceptance)
  • Customer not available to receive delivery
  • Incorrect delivery address provided by customer
  • Food consumed or partially consumed
  • Minor quality issues that don't make food inedible

5. Partial Refunds

Partial refunds may be issued for:

  • Missing items (refund for missing items only)
  • Minor quality issues (proportional refund)
  • Delayed delivery (partial refund as compensation)
  • Incorrect items (refund for incorrect items only)

6. Delivery Fee Refunds

  • Delivery fees are refunded if order is cancelled before vendor acceptance
  • Delivery fees are not refunded if order is cancelled after vendor acceptance
  • Delivery fees are refunded if vendor cancels the order
  • Delivery fees are refunded for significantly delayed deliveries

7. Platform Fee Refunds

  • Platform fees are refunded proportionally with order refunds
  • If order is fully refunded, platform fee is fully refunded
  • If order is partially refunded, platform fee is partially refunded

8. Dispute Resolution

If you disagree with a refund decision:

  1. Contact our customer support with additional information
  2. We will review the case with both customer and vendor
  3. Final decision will be made within 7 business days
  4. We aim to resolve disputes fairly for all parties

9. Refund Timeline

  • Request Review: 24-48 hours
  • Refund Processing: 5-7 business days after approval
  • Credit Card: 5-10 business days to appear on statement
  • Bank Transfer: 3-5 business days

10. Contact

For refund requests or questions, please contact us.