Refund and cancellation policy

This policy explains when an order on GatEat can be cancelled, how much is refunded and how the money reaches you. It is part of our terms of service.

1. Cancelling an order yourself

Open the order from Your orders and choose Cancel. Food is cooked fresh for you, so the refund depends on how far the order has progressed:

For cash on delivery orders nothing has been paid, so there is nothing to refund. Repeated cancellations or refused deliveries may lead to cash on delivery being withdrawn from an account.

2. When we or the restaurant cancel

You receive a full refund of the amount paid when:

• the restaurant declines the order or does not accept it within 10 minutes;
• the restaurant cancels after accepting, for example because an item has run out;
• no delivery partner is available or the order cannot be delivered for a reason on our side;
• your payment was debited but the order was not confirmed.

An online order that is not paid within 15 minutes is closed automatically. Any wallet balance used for it is returned to your wallet.

3. Problems with a delivered order

Tell us as soon as possible, and within 24 hours of delivery, if:

• items are missing or you received the wrong items;
• the food is spilled, damaged, spoiled or unfit to eat;
• the order was marked delivered but did not reach you.

Go to Help & support, select the order, describe the problem, attach a photo where it helps and tick "I would like a refund for this order". Our team reviews the request with the restaurant and the delivery partner and may approve a full or partial refund, depending on what went wrong. You can follow the decision in the same request.

Refunds are normally not given when:

• the address or phone number was wrong, or nobody was available to receive the order;
• the complaint is about personal taste, or about a change that was not requested in the order;
• the request is made long after delivery, or cannot be verified.

4. How you receive the refund

• Refunds are credited to your GatEat wallet as soon as they are approved, usually instantly, and can be used on your next order. See the balance under Wallet.
• If you would like an online payment returned to the original payment method instead, ask our support team. Once approved, banks usually credit it within 5 to 7 working days.

Discounts and coupon amounts are not refunded as money, because you did not pay them. Every refund has a reference number, shown on the order page.

5. Need help?

If a refund has not arrived in the time above, or you disagree with a decision, see Contact us for our support and grievance details.