Effective September 17, 2026
1. Before the restaurant accepts or prepares an order
Contact the restaurant immediately using the contact details shown on its storefront or your confirmation. The restaurant may approve a cancellation, but fast-moving orders can enter preparation before the request is received.
2. After preparation has started
Because food is perishable and prepared to order, a restaurant may decline a cancellation or refund after preparation begins. This does not affect legal rights that cannot be excluded.
3. Missing, incorrect, damaged, or undelivered orders
Contact the restaurant promptly and provide the order number, a description of the problem, and photos when relevant. The restaurant may offer a correction, replacement, store credit, partial refund, or full refund depending on the circumstances. For restaurant-managed delivery, the restaurant handles delivery investigation and status.
4. Payment and refund timing
Approved online refunds are returned to the original payment method. Bank and card-network processing times vary, so a refund may take several business days to appear. Pay-later orders are handled directly by the restaurant. Orderly cannot issue cash refunds on behalf of a restaurant.
5. Promotions, loyalty, tax, and fees
Refund calculations may account for discounts, redeemed loyalty value, tax, delivery fees, and the portion of the order affected. Loyalty points earned by a refunded order may be reversed, and redeemed points may be restored where supported.
6. Escalating a problem
If you cannot reach the restaurant or believe a payment or platform error occurred, email info@orderlyonline.com with your order number and the restaurant name. Do not include full payment-card details. Orderly can review platform and payment records, but the restaurant remains responsible for decisions about its food and fulfilment except where law requires otherwise.