LEGAL
Refunds, Returns & Cancellations
Last updated: 6 November 2026
This policy applies to customers. It explains when an order can be cancelled, what can be returned or refunded, and how we process it. Payment is always made in the app before an order is placed. ChowDock does not offer pay on delivery.
1. Cancelling an order
You can cancel any food order until the rider has arrived at the restaurant and placed it. Once the order shows the rider has placed it, the kitchen has started preparing it and it can no longer be cancelled.
Groceries and pharmacy requests can be cancelled until the shopper starts buying your items.
After the cut-off there is no cancellation and no refund, unless ChowDock fails to deliver the order.
2. Refunds on cancelled orders
If you paid for an order and cancelled it in time, open the order and tap Request refund. Our team reviews every request in the admin dashboard.
Approved refunds go to your ChowDock wallet or your original payment method, within 3 to 7 working days of approval. You can follow the status on the order.
3. Delivered food is not returnable
Because food is perishable, delivered food and drinks cannot be returned. We only offer a refund or credit where an order has a genuine problem, as set out below.
4. Wrong, missing, spoiled or unsafe items
Report it within 2 hours of delivery through feedback or contact us, with clear photos of the item and the packaging.
We may refund or credit the affected items only, after checking with the restaurant and the rider. Reports made after 2 hours, or without photo evidence, may be declined.
Taste preferences, over-seasoning, and delays caused by traffic, weather or wrong addresses are not grounds for a refund.
5. Groceries and pharmacy
The shopper must buy only the items on your list. If an item is wrong or not what you listed, report it within 2 hours with photos.
Medicines and health items cannot be returned once purchased, except where the wrong item was supplied. We cannot take back opened or used medicines.
6. Money paid to a rider
Customers must never pay a rider. If a rider asks for cash, a tip, "transport money" or any payment, do not pay and report it straight away. ChowDock cannot refund money handed to a rider outside the app. See the Rider Code of Conduct.
7. Abuse of refunds
Repeated or false refund claims, doctored photos, or chargebacks on orders that were delivered can lead to refused refunds, restricted wallet or account use, or account closure.
8. Contact
Questions about a refund: adewebstech@gmail.com. This policy applies to customers, and sits alongside our Terms of Service.