Acceptance and changes
Submitting an order sends a request. Acceptance occurs when the restaurant confirms it. Change requests should be made immediately and may not be possible after preparation begins.
Cancellation limits
Cancellation eligibility depends on status. Orders already in preparation or dispatched for delivery may not be fully refundable. A restaurant may cancel for closure, availability, safety or payment failure.
Sold-out items and substitutions
The guest should be notified before an unapproved substitution. If an item becomes unavailable, the rest of the order should remain intact while the guest removes, replaces or approves an alternative.
Missing, incorrect or duplicate-charge issues
Guests should report the order number, affected item and contact details promptly. Any refund method and timing depend on the restaurant’s approved policy and payment provider.
Pickup no-show and delivery failure
Production rules should explain late pickup, food-quality limits and delivery failure caused by an incorrect address, unavailable recipient or inability to contact the customer.