For Card and Paypal transactions:
Once you place an order with us, we temporarily hold the transaction as ‘pending’ This can be seen as a pending transaction on your account. The order is then sent to the restaurant to confirm if the order can be made.
In some rare instances, the restaurant may not be able to complete your order, and they may cancel the order. We sincerely apologise for the inconvenience caused. If your order is cancelled shortly after it is placed, don't worry - we instantly send notification of the cancelled order back to your issuing bank or Paypal and request them to release the pending transaction. It is then in the hands of the bank to process this.
How long it takes for you to get a refund is subject to your bank's processing times. It is normally completed within one business day, however, can take up to 10 and on very rare occasions, longer.
Once the bank releases the transaction it will disappear from your account entirely, and will not be seen as a refund of the amount. Instead, it will seem as as if the transaction never existed.
For Cash Payments
If your order was placed using cash and it has been cancelled shortly after it was placed. There is no need to worry, the restaurant will not be charged for the order. You can go ahead and place another order from a different restaurant straight away.
If you have used a voucher to pay
If you have used a voucher to place the order and the order is cancelled shortly after it is placed, the voucher reactivates and can be used immediately on another order.
N.B. Please be aware that we’re currently experiencing a very high volume of calls, emails and chats. As there may be a longer response time, please only contact us if your enquiry is urgent. Thank you.