1Cancelling an order#
If you have not finished paying, you can cancel the order yourself: open it in Orders and tap Cancel order.
Once payment succeeds, the vendor starts preparing your order, so it can no longer be cancelled in the app. You can still request a refund from the order screen, and ZUKA support will review it. Vendors do not cancel paid orders or issue refunds themselves.
Meal Pass days follow their own change and cancel cutoffs, shown in the app.
2Wrong, missing or damaged items#
Report a problem as soon as you can: open the order in Orders and use Request refund, describing what went wrong. We may ask for reasonable details, such as a photo, to investigate.
Where a remedy is due, we refund the affected items or the order, in full or in part, or agree another fair remedy with you.
3Food safety#
If you think food made you ill or contained an allergen it should not have, email foodsafety@zukaongo.com straight away. These reports are investigated separately and with priority. See the Food Safety & Allergen Policy.
4How refunds are paid#
Approved refunds go back to how you paid. If you paid partly with Zuka Credit and partly by card, we restore the Zuka Credit first and then refund the card. Card and PayPal refunds usually appear within a few business days, depending on your bank or PayPal.
This policy does not limit any refund rights you have under applicable law.