Cancellation Policy

When you confirm your basket, your order is sent to the branch. That is an offer to buy, and nothing has been promised yet in either direction. Somebody at the branch then looks at it and accepts it — a person, deliberately, not an automatic reply from a website.

That acceptance is the point the sale is made. Before it, you may cancel for any reason at all and we may refuse the order, and neither of us owes the other anything. After it, we are committed to making your food and the ingredients start being used.

Nothing on our menu is made in advance. A sandwich is breaded and fried when your order reaches the kitchen, and fries go into the oil for you. The moment that starts, ingredients are committed and a portion is cooked that nobody else can be sold.

So we do not set an arbitrary cut-off of "five minutes". The cut-off is a real event that you can see on your order page: the branch accepting the order, and then the kitchen picking it up. Before those, cancelling costs us nothing and we do it without a question. After them, cancelling means throwing away food that is already made.

Your order page shows which stage you are at. These are the stages, in the words the page uses, and what each one means for cancelling.

Sent to the restaurant

The branch has your order and has not accepted it yet. Cancel freely, in full, at no charge and without giving a reason. This is also the only stage at which we can refuse the order.

Accepted

A branch has taken the order on and it is queued for the kitchen. The sale is made. You no longer have an automatic right to cancel — but ring us straight away, because if the kitchen has not picked it up we will cancel it at no charge.

Being prepared

Your food is being cooked. It cannot be cancelled on request: the portion exists and cannot be sold to anyone else. Tell us anyway if something has gone wrong at your end and we will do what we can, but we cannot promise a refund at this point.

Ready

The food is made and is waiting for you at the counter, or waiting for a rider. Not cancellable. If you cannot collect it, call us — we would rather know.

On its way

A rider has your order. Not cancellable. If it arrives and something is wrong with it, our Refund Policy applies.

Delivered / Completed

You have the food and the order is closed. There is nothing left to cancel. Any problem with it is handled as a refund, which is a separate transaction with its own record.

Cancelled

The order is closed, whether you cancelled it or we did. It cannot be revived — placing a new order is the way forward, and we will help you do it quickly.

An order never skips a stage and never leaves a closed one. That is enforced by the platform rather than by a habit, so what your order page says is what has actually happened to your food.

Call us. There is no cancel button on the site, and that is deliberate: at this stage the useful thing is a person who can look at the kitchen screen and tell you in one sentence whether your food has been started. A button cannot do that, and a message sitting unread cannot either.

Have your order number ready — it is at the top of your order page. Speed is the whole point here, so ring rather than write.

We confirm every cancellation back to you, and the order page will show it as Cancelled. If you did not get that confirmation, assume the order is still live and call again.

Adding an item, removing one, changing the address or switching between delivery and pickup is usually possible while the order still says Sent to the restaurant or Accepted. Call and ask — we would rather adjust an order than lose it.

If the change increases the total you pay the difference; if it reduces the total we refund the difference. Once preparation has started we can still add to an order, but we cannot remove what is already being cooked.

We can decline an order before we accept it. This is not a cancellation and it is not a judgement about you — it is us saying, before anything is committed, that we cannot serve this particular order well.

• An item has sold out and there is nothing on the order we can honestly substitute for it.
• The address is outside the area the branch delivers to.
• The branch has closed or paused — a power cut, an equipment failure, a safety issue, or simply more orders than the kitchen can cook properly.
• We could not reach you on the number given, and the order cannot be completed without speaking to you.
• The order looks fraudulent, or was placed using a phone number, card or address that is not the orderer’s.
• Something outside our control made preparation or delivery unsafe — severe weather, a road closure, a public emergency.

The platform will not let a branch refuse an order without recording why, and that reason is what you are told. You are never charged for an order we refused, and if you had already paid online the whole amount is returned.

Occasionally something goes wrong after we have accepted — a rider has an accident, equipment fails mid-service, an item turns out to be unusable. We can cancel at that point, but only for a real reason, we always tell you what it was, and you are never charged.

Where we cancel and you have already paid, you get every piastre back by the route set out in our Refund Policy. Where you were paying cash on delivery, there is simply nothing to pay.

Cash on delivery

Nothing to settle. You pay at the door, and a cancelled order is never delivered.

Paid online, cancelled before the payment completed

There is nothing to return. An online payment that was started and not finished simply lapses, and any amount your bank was holding against it is released — that can take a few days to disappear from your available balance even though we never took it.

Paid online, cancelled after the payment completed

Refunded in full to the payment method you used. We send it within 2 working days; your bank then typically takes a further 7 to 14 working days to show it.

This is not a cancellation — the food was made and delivered as agreed — but it is worth setting out.

1. The rider calls the number on the order and waits at the address for a reasonable period.
2. If there is no answer, the branch tries the same number.
3. If we still cannot reach you, the rider leaves. Prepared food cannot be carried around and re-delivered safely, so it is discarded.
4. The order is treated as delivered and the amount remains payable. If you were unreachable for a genuine reason, tell us — we look at these case by case rather than by rule.