Refund and Cancellation Policy

Before restaurant acceptance

A customer may request cancellation before the restaurant accepts the order. If payment was already transferred and verified, the order value and delivery fee are normally refundable.

After restaurant acceptance

Once preparation begins, cancellation is not automatically refundable because ingredients and labour may already have been used. DineDrop will review the timing and circumstances.

Restaurant rejection

If a restaurant rejects an order, DineDrop will cancel it. Verified bank-transfer payments are refundable in full unless a replacement order is agreed with the customer.

Unavailable rider or severe delay

DineDrop will first attempt reassignment. If delivery cannot be completed within a reasonable period, the customer may choose cancellation and an appropriate refund based on whether the food can still be safely delivered.

Incorrect, missing or damaged items

Customers should report issues as soon as possible and provide the order number, description and photographs when relevant. DineDrop may offer replacement, partial refund, credit or full refund depending on evidence and responsibility.

Refund method

Bank-transfer refunds are processed manually to a verified account. Cash refunds may be handled by DineDrop or the responsible restaurant. Processing time depends on verification and banking operations.

Non-refundable situations

• Incorrect address or unreachable customer after reasonable contact attempts.
• Refusal to receive a correctly prepared and delivered order.
• False, altered or duplicated payment receipts.
• Preference-based complaints where the item matches its published description.

Review and decision

DineDrop records the complaint, checks the order timeline, payment, restaurant response and rider evidence, then communicates the decision and any settlement action.