Refunds & Cancellations

This page explains how cancellations, refunds, and order issues are handled when you order through a DishGo-powered restaurant. It is written in plain language — for the full legal terms, see our Customer Terms.

How ordering works

When you place an order on DishGo, you are ordering directly from an independent restaurant. The restaurant prepares your food and handles collection or delivery. DishGo provides the ordering page and processes the payment, but the restaurant is responsible for your order.

Cancelling an order

Because food preparation typically begins shortly after an order is confirmed, cancellation may not always be possible.

• Before preparation starts— if you need to cancel immediately after ordering, contact the restaurant as quickly as possible. If they haven’t started preparing your food, a full cancellation and refund may be arranged.
• After preparation starts— once the restaurant has begun preparing your order, cancellation is at the restaurant’s discretion. A refund may not be available.

When refunds may be available

Refunds are generally considered when:

• The restaurant cancels or cannot fulfil your order
• You receive the wrong items
• Items are missing from your order
• Food quality is significantly below what was described
• Your order was not delivered (for delivery orders)

The restaurant is responsible for assessing and approving refund requests related to food and fulfilment. DishGo may assist in facilitating the refund process where appropriate.

Wrong or missing items

If your order is incorrect or items are missing:

1. Contact the restaurant directly — their details are on your order confirmation page
2. Explain what was wrong or missing, ideally with a photo if helpful
3. The restaurant will work with you to resolve the issue, which may include a replacement, partial refund, or full refund depending on the circumstances

Delivery issues

Delivery is handled by the restaurant (or their delivery provider), not by DishGo.

• Late delivery — estimated delivery times are approximate. If your order is significantly late, contact the restaurant.
• Order not delivered — if your order does not arrive, contact the restaurant. If they confirm the order was not delivered, you should be eligible for a full refund.
• Damaged during delivery — if food arrives damaged or in poor condition due to delivery handling, contact the restaurant to discuss a resolution.

If you provided an incorrect delivery address or were not available to receive the order, the restaurant is not obligated to redeliver or issue a refund.

Collection issues

• Order not ready — collection times are estimates. If your order is not ready when you arrive, the restaurant should prepare it as quickly as possible.
• Uncollected orders — if you do not collect your order within a reasonable time, the restaurant is not obligated to hold it or issue a refund.

Who to contact first

For any issue with your order — wrong items, missing items, quality problems, delivery issues — contact the restaurant first. Their contact details are shown on your order confirmation page.

The restaurant made your food and handled fulfilment, so they are best placed to resolve the issue directly.

How DishGo can help

If the restaurant does not respond or you are unable to resolve the issue with them, contact us at support@dishgo.uk. We will do our best to help facilitate a resolution.

DishGo may process refunds on behalf of the restaurant in certain circumstances, such as when the restaurant has confirmed the issue or when the restaurant is unresponsive to a valid complaint.

Payment reversals and timing

When a refund is approved, it is processed back to the original payment method (the card you used to pay). Typical timescales:

• Refund initiated — usually within 1–3 business days of approval
• Funds returned — 5–10 business days depending on your bank or card provider

If you have not received a refund after 10 business days, check with your bank first, then contact us at support@dishgo.uk.

Further information

For full legal terms, see our Customer Terms. For general enquiries, visit our Contact page.