Refund and cancellation policy

Cancelling yourself

You can cancel a paid order any time before the collection window closes, from the ticket. The food goes back on sale and you are refunded in full.

An order you abandoned at the payment step can be discarded from the same place, and is never charged.

When a kitchen cancels

If a kitchen pulls a drop you have paid for, you are refunded in full automatically and told straight away. You do not have to ask.

If you do not collect

Surplus food exists for a short window and cannot be resold afterwards. An order not collected before the window closes is not refunded, which is the one case where you lose the money.

Collection windows are shown before you pay, and we refuse a reservation outright if our estimate says you could not get there in time.

If something was wrong with the food

Report it from the ticket. We look at every report, and refund where the complaint is about what was handed over rather than about a bag being a surprise bag.

Refunds go back to the original payment method. Our provider usually returns the money within five to seven working days, depending on your bank.