Help & policies

Refunds & Cancellations

How cancellations, refunds, and order issues are handled when you order through a DishGo-powered restaurant. Plain English — for the full legal terms, see our Customer Terms.

Last updated April 2026

In short

The essentials

Restaurants prepare your order: Each DishGo order is fulfilled by an independent restaurant, not by DishGo.
Contact the restaurant first: They made and handled your order, so they can resolve most issues fastest.
DishGo can help if unresolved: If the restaurant can't fix it or doesn't reply, we'll step in.
Refunds return to your card: Approved refunds go back to your original payment method automatically.

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

Food preparation typically begins shortly after an order is confirmed, so 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 and 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, follow these steps:

Contact the restaurant directly — their details are on your order confirmation page.
Explain what was wrong or missing, with a photo if helpful.
The restaurant will work with you to resolve it — 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 and the restaurant confirms it wasn’t delivered, you should be eligible for a full refund.

Damaged on arrival

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 weren’t available to receive the order, the restaurant isn’t obligated to redeliver or issue a refund.

Collection issues

Order not ready

Collection times are estimates. If your order isn’t ready when you arrive, the restaurant should prepare it as quickly as possible.

Uncollected orders

If you don’t collect your order within a reasonable time, the restaurant isn’t 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 cannot resolve the issue with them, contact us at support@dishgo.uk. We’ll do our best to help facilitate a resolution.

DishGo may process refunds on behalf of the restaurant in certain circumstances — for example, when the restaurant has confirmed the issue or when they are unresponsive to a valid complaint.

Payment reversals and timing

When a refund is approved, it’s 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 from when the refund was initiated, depending on your bank or card provider.

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

Still need help with an order?

Send us a note and a real person on the DishGo team will reply, usually within one business day.

Contact support