You can cancel an order yourself in the app while it is still waiting for the restaurant to accept it. You can tell us why, and nothing is charged.

Once the restaurant has started preparing your food, the app can’t cancel it. Write to us straight away through the chat or the Contact page — we’ll do our best, but the restaurant may already have made your food, and then the order may still be payable.

Scheduled orders can be cancelled the same way until the restaurant starts preparing them.

A restaurant can decline or cancel an order (for example, if an item has run out or it has to close early). We may cancel an order we can’t deliver — for example, an address outside our area, or if we can’t reach you after reasonable attempts. You’ll see the reason on the order.

If we or the restaurant cancel, you pay nothing for a cash order. If you had already paid, you get the full amount back.

If an item is missing, wrong, spilled or unsafe, tell us promptly — the same day if you can — through the chat (you can add photos) or the Contact page. Please keep the food and packaging until we’ve looked at it if you can.

We check with the restaurant and the driver and, where the complaint is upheld, give you a refund or a credit for the affected items (and the delivery fee if the whole order was affected). We’ll tell you which, and why.

Today you pay in cash on delivery or at the restaurant. A refund on a cash order is paid back as agreed with you when we resolve the issue — a transfer to you or a credit on your next order.

When online payment is available, refunds go back to the original payment method, usually within 5–7 working days of our decision (your bank may take a little longer to show it).

Offer codes and credits aren’t exchangeable for cash.

Delivery times are estimates. If your order is very late, contact us — we look at every case and may offer a credit, but lateness alone doesn’t automatically mean a refund.

If you’re unhappy with how a refund or cancellation was handled, write to our Grievance Officer, Shiv Mehra, at [email protected]. We acknowledge complaints within 48 hours and aim to resolve them within 30 days. This policy doesn’t limit any rights you have under consumer protection law.