Refunds, Cancellations & Order Issues

Refunds, Cancellations & Order Issues

Status: baseline draft for legal review. The order status and provider result are the source of truth for each case.

Before acceptance

An order can be rejected or become unavailable before the restaurant accepts it. In that case, PrepOrder records the outcome and any applicable payment reversal or refund through the payment provider.

After acceptance

Cancellation availability can depend on whether preparation has started, the fulfilment method, the scheduled time and the restaurant's published terms. Contact support promptly from the order record when an item is missing, incorrect, unavailable, not collected, or not delivered as expected.

Payment problems

If a payment is reported as successful but the order is not created or is later cancelled, the payment reference is reconciled with the provider. Provider processing times can affect when a reversal or refund appears.

Requesting help

Keep the order number and describe the problem accurately. PrepOrder may request supporting information from the customer, restaurant or payment provider. Contact [SUPPORT EMAIL].

Final cancellation windows, refund timing, non-collection, delivery failure, food-quality complaints, taxes and statutory consumer remedies require product-owner and legal approval.