Restaurant Refund & Cancellation Policy

Cancellation by Restaurant (Before Acceptance)

Declining Orders:

• Restaurants may decline orders before acceptance for valid operational reasons
• Required decline reasons include:
  • Out of ingredients
  • Kitchen too busy
  • Delivery area not covered
  • Restaurant closing early
  • Equipment malfunction
  • Staff shortage
  • Unable to fulfill special requests
  • Other (with explanation)
• Declined orders trigger automatic full refund to customer's wallet (instant)
• No commission charged on declined orders
• Excessive decline rates may impact restaurant visibility or partnership status

Cancellation by Restaurant (After Acceptance)

Post-Acceptance Cancellations:

• Restaurants may cancel confirmed orders for valid reasons (equipment failure, emergency closure, etc.)
• Required cancellation reason selection
• Full refund processed automatically to customer's wallet (instant)
• Platform commission applies to cancelled orders after confirmation
• Frequent post-acceptance cancellations may result in penalties or account review

Refund Processing:

• Refunds to customer wallet: Instant
• Refunds to original payment method (if customer requests): 5-7 business days
• Customer notified immediately upon cancellation
• Restaurant earnings adjusted to reflect cancellation

Cancellation by Customer (After Restaurant Acceptance)

Pre-Preparation Cancellations:

• Customer cancels before restaurant accepts order (status: confirmed)
• No charge to customer until restaurant accepts

During Preparation:

• Customer cannot cancel while food is being prepared (status: preparing)

Post-Preparation:

• Customer cannot cancel after food is ready (status: ready or picked up)

Refund Eligibility (Customer-Initiated Issues)

Numo Eats must process refunds for:

• Incorrect orders: Wrong items delivered
• Missing items: Items paid for but not delivered
• Quality issues: Food not meeting reasonable standards (subject to verification)
• Delivery failures: Order not delivered due to restaurant error

Refund Process:

• Customer contacts support with complaint
• Platform mediates between customer and restaurant
• Refunds processed via wallet or original payment method
• Disputes resolved within 72 hours
• Customer refund will be deducted from restaurant payout

Partial Refunds

• Missing items: Proportional refund for missing items only
• Minor quality issues: Partial compensation at platform discretion
• Late delivery (restaurant fault): Potential partial refund or credit

Disputes

• Restaurants may contest refund requests with evidence
• Platform makes final determination based on Terms of Service
• Unresolved issues escalate to support team