Cancellations & refunds

You cannot cancel a placed order

There is no cancel button, and that is deliberate rather than missing. Food is cooked to order: by the time you have changed your mind, a pan may be on the heat, and a cancelled dish cannot be put back.

If you need to stop or change an order, call the branch straight away — the number is on the contact page. Whether anything can still be done depends entirely on how far along it is, and it is the kitchen's call. The earlier you call, the more likely the answer is yes.

When an order cancels itself

Some orders never get as far as the kitchen, and those are cancelled automatically. In every one of these cases nothing is captured from you:

• The payment was not completed. You started a card payment and left it — the order is closed after a short wait.
• You closed the payment form. The order is cancelled rather than left sitting unpaid.
• The bank declined the card. Nothing is taken; you can try again with another method.

Where your bank placed a temporary hold before the payment failed, it is released on the bank's own schedule — typically a few working days. That hold is not a charge, and nothing has been sent to the restaurant.

If the kitchen cannot take your order

The kitchen can decline an order — usually because a dish has just run out, the branch has closed, or the address turns out to be outside its delivery area. Where you have already paid, that payment is refunded in full. You will see the order marked as cancelled and the payment marked as refunded.

If something is wrong with what arrived

Call the branch, the same day, with your order number — it is on the order itself, from your orders page. Tell them what was wrong: an item missing, a dish that is not what was ordered, or food that arrived in a state it should not have.

Whether that is put right with a refund, a replacement or a credit is the kitchen's decision, and it depends on what happened. A photograph helps. What we can promise is that the order record — what you ordered, what you were charged, and when each stage happened — is there in full for both of you to look at.

What is not refunded

A delivery that could not be completed because nobody was reachable at the address or on the phone number given. The rider has to bring the food back, and food that has been out for delivery cannot be re-sent or resold.

A collection order that was not collected within the branch's closing time, for the same reason.

How a refund reaches you

A refund goes back the way the payment came — to the same card, through the same payment provider. It is not paid out in cash, into a different card, or as a balance on this site.

Once it is issued, your order page shows the payment as refunded. How long the money takes to appear is up to your bank rather than to us; a few working days is normal, and some banks are slower.

A cash order is settled with the branch directly, because the money never passed through a provider in the first place.

Still not resolved

Take it up with the branch again, with the order number to hand. Contact details and opening hours are here.