1. When you can cancel

Cancel in the app before the shop marks the order ready or the rider picks it up, if the status still allows it.

After pickup, cancel is generally not available. Use support for a wrong, missing, or damaged item.

2. When we cancel

We may cancel if stock is gone, no rider is available, the address is not serviceable, the item is restricted, or we suspect fraud.

3. Refunds

Online pay: refund to the original payment method, usually 5–7 bank working days after we approve it.

Cash on delivery: no money to refund if the order never completed. If you paid the rider and the order fails after that, contact support the same day.

Part refunds are possible when only some items fail.

4. Food and opened goods

Perishable or opened food is refunded only if damaged, expired, or clearly the wrong item. Take a photo in support.