Refund policy

• The Partner cancels your order before delivery.
• The order does not arrive within 60 minutes of the latest committed delivery time and you cancel.
• The wrong items arrive and the Partner agrees they were wrong.

• Items arrived but are inedible (spoiled, undercooked, contaminated) with photographic evidence.
• Items missing from the order. We refund the missing items; we do not refund the whole order in this case.
• Allergens present that were not declared, with the same evidence standard. We take this category very seriously.

• You changed your mind after the Partner accepted the order.
• You provided a wrong address and the courier was unable to reach you.
• You repeatedly missed delivery attempts.
• The dish was made correctly but you did not like it.

Open the order in the app or on the web at your orders and tap “Report an issue”. The agent will guide you through it. If the situation calls for human review, your case is escalated automatically.

Refunds to the original payment method clear in 3 to 5 working days. Refunds to your Ghochen wallet are instant. Goodwill credits at our discretion are also instant and arrive in your wallet.