Draft — under legal review. This policy describes how Meal2U works today. It has not yet been checked by a qualified legal adviser and may change. Items in [square brackets] are still to be completed.
1. Cancelling an order (customers)
- Before you pay: you can cancel from the order screen. Nothing has been charged. If your basket had several kitchens, all its unpaid orders are cancelled together, and you can check out again.
- After you pay, before the cook accepts: you can cancel from the order screen. [Refund timing — Requires Legal Review.]
- After the cook accepts: the order can no longer be cancelled in the app. Contact support through Profile → Complaints and Support.
2. When a cook or Meal2U cancels
- A cook can reject an order before accepting it and must give a reason.
- Meal2U staff can cancel an order before it is picked up, with a reason (for example, no delivery partner could be found).
- When a paid order is cancelled this way, [refund rule — Requires Legal Review].
3. Refunds
- Refunds are made by Meal2U staff, to the card used, through Stripe. A refund can never be more than what was paid, and the same refund can’t be made twice.
- Refunds may be full or partial (for example, a missing dish).
- Stripe and your bank decide how long the money takes to arrive [typical time].
4. Problems with an order
If food is missing, wrong, unsafe or very late, contact support as soon as possible with your order number. Staff can see the order’s full history (status changes, delivery steps and times) to look into it.
5. Registration fees (cooks and delivery partners)
Some countries charge a registration fee. Whether it can be refunded is shown before you pay and depends on the setting for your country (for example, refundable until approval, or non-refundable).
6. Disputes [Requires Legal Review]
- Tell us first: most problems can be solved quickly.
- If you disagree with our answer, [escalation route, alternative dispute resolution body if required in your country].
- A card chargeback raised with your bank is handled by Stripe and your bank.