Refunds & problems

Contact the restaurant first

Almost every order problem is fixed fastest by the restaurant itself. Their contact details are on the order in the app.

They can see the order, reach the driver, remake dishes and issue refunds. The app cannot do any of that on their behalf.

Where a refund goes

Destination	How long
Back to your card	Several business days, set by your bank
Into your wallet	Immediately
Cash	Handed back at the counter or by the driver
Bank transfer	As arranged with the restaurant

Sometimes a refund is paid into your wallet even though you paid by card — usually because the card refund could not be completed. The money is not lost; it is in your wallet balance.

How long a card refund takes

Longer than you would like, and the delay is at the bank rather than the restaurant. Several business days is normal; over a week is worth chasing.

The refund often appears as a separate credit rather than removing the original charge, so look for a new line on your statement rather than a missing one.

If the order was cancelled

You are told when an order is cancelled and, usually, why. If you had already paid, the refund starts automatically.

Some restaurants charge a cancellation fee when you cancel after preparation has begun. If one applies it is shown at the time.

If something was missing or wrong

Contact the restaurant. Say what was missing or wrong and what you would like — a remake, a partial refund, a credit. A photo helps.

Almost every restaurant would rather fix it than lose you, and they can act immediately.

Please do not go straight to your bank

Asking your bank to reverse a charge (a chargeback) instead of contacting the restaurant takes weeks, often ends with the charge reinstated, and can get your account blocked in the meantime.

Give the restaurant a chance first. It is faster for you and it usually works.

Common questions

Question	Answer
Refund confirmed but not on my statement	Card refunds take several business days; look for a new credit line
Charged but no order exists	Check your order history, then contact the restaurant; a failed payment’s hold releases on its own
Charged twice	Contact the restaurant — one is likely a hold that will drop off
Refunded to my wallet, not my card	The card refund could not be completed; the balance is yours to spend
Partial refund only	Refunds can be per dish; the order shows what was refunded
A cancellation fee was taken	Set by the restaurant; ask them if you think it was applied wrongly
Nobody is answering	Use every contact method on the order; if there is genuinely no response, then your bank is the last resort

Related: Paying & your wallet · Tracking your order · Your account & privacy