Cancellations & refunds

Before the restaurant accepts

Open My orders, select your order and choose Cancel order. If payment has been confirmed, cancellation submits a full refund request, including the NZ$1 OrdaMate fee and any payment-processing charge.

If the restaurant declines

A declined paid order is submitted for a full refund, including the OrdaMate fee and any payment-processing charge. Your order history shows whether the refund is pending or has been issued.

After acceptance or collection

Contact the restaurant about preparation, missing items, quality or allergy concerns. Use “Get help with this order” in My orders to contact OrdaMate. Include what happened and the affected items; do not include card details. Support will review the order and the remedy required.

Refund timing

Refunds go through the payment provider to the original payment method. Bank processing times vary. “Refund pending” means further processing is needed; it does not mean the money has reached your account. Contact support if you need help with a pending refund.

Your rights

Change-of-mind requests after acceptance are reviewed with the restaurant. This does not restrict remedies required by New Zealand consumer law. See official guidance on resolving a problem.

Test orders

No money is taken for a test order, so there is no financial refund.