A structured refund policy for manual case review
This page explains the current refund and cancellation process without implying automatic refunds, instant case resolution, or always-available in-app issue tools.
Outcome depends on the current order stage
The public site explains the policy framework clearly, but active-order decisions still depend on live order context and review.
Manual review, then resolution guidance
Customers should use the app for the latest order follow-up steps and email support when review is needed.
Reference policy, not a live claims center
This route clarifies policy and contact paths. It does not submit, track, or auto-resolve refund cases directly.
Last updated: March 1, 2026
We want every Deliberry experience to be great. If something went wrong with your order, our team will review the issue and explain the current resolution options clearly.
1. Order cancellations
Before preparation begins
Cancellation handling depends on the current order stage and the restaurant's status. Review the latest cancellation guidance in the app and contact support if you need help with an active order.
After preparation begins
Once preparation is underway, cancellation is not guaranteed. If support confirms that a cancellation or refund is appropriate, the final outcome depends on the order context and payment method.
Cancellations by Deliberry
In rare cases, Deliberry may cancel an order due to restaurant unavailability, payment issues, or system errors. If that happens, support will explain the next steps and any refund handling that applies.
2. Refund eligibility
You are eligible for a full or partial refund in the following situations:
- Items were missing from your order
- You received the wrong items
- Food arrived in an unacceptable condition (cold, spoiled, or damaged)
- Your order was significantly delayed beyond the estimated time and you no longer wish to receive it
- Your order was never delivered
Refunds are not issued for minor presentation differences, personal taste preferences, or situations where food is consumed before a complaint is made.
3. How to request a refund
To request a refund:
- Open the Deliberry app
- Review the latest order follow-up guidance for the affected order
- Email hello@deliberry.com with your order number and the issue details
- Add a description and photo if possible to help our team review the case
Our support team reviews requests during support hours and will reply by email with the next steps.
4. Refund processing times
- Card payments: timing depends on the payment and review context
- Cash orders: support will explain the available resolution path for the affected order
- Account credits: only offered when explicitly confirmed by support
5. Partial refunds
If only part of your order was affected, support may approve a partial refund or another resolution based on the reviewed issue and payment context.
6. Disputes
If you disagree with a refund decision, you may escalate by emailing hello@deliberry.com with your order number and a description of the issue. Our team will review your case within 48 hours.
7. Merchant responsibility
Restaurants are responsible for order accuracy and food quality. Deliberry facilitates the refund process on behalf of the restaurant. In cases where a restaurant is found repeatedly at fault, Deliberry may take corrective action including temporary suspension from the platform.
8. Contact
Questions about a refund? Contact us at hello@deliberry.com. For policy questions: Support centre →