Cancellation and Refund Policy
Last updated: March 25, 2026
1. Cancellation window
Standard surplus food orders
- Free cancellation with full refund if cancelled within 10 minutes of placing the order and before the pickup window has started.
- 10 mins to 2 hrs – Full Refund: Up to 1 hour before the pickup window starts, cancellation requests may be approved or rejected at the Partner’s discretion. If approved, you will receive a partial refund depending on preparation status.
- Within 1 hour of the pickup window start, cancellations are normally not eligible for a refund, as the Partner has already prepared or reserved items.
Scheduled / preorder deals
- Full refund if cancelled at least 4 hours before the scheduled pickup.
- 50% refund if cancelled 1–4 hours before scheduled pickup.
- No refund if cancelled less than 1 hour before pickup or after the pickup window has expired.
All cancellations must be submitted through the App (or via the official NeverLetGo support channels listed in the Terms). We do not accept cancellations by calling the Partner directly.
2. No-show and late arrival (prepaid orders)
Because orders are fully paid at the time of booking:
- A no-show (not arriving within the pickup window) will not be refunded.
- If you arrive after the pickup window and the Partner can no longer safely or legally hand over the items (for example, due to closing time or food safety rules), the order will be treated as a no-show and no refund will be issued.
- Partners are not obligated to extend pickup windows or prepare a fresh order for late arrivals.
3. Refund process
- All refunds will be processed to the original payment method used during the transaction.
- Refund processing time may vary depending on the payment method and bank processing times.
- Customers will receive a confirmation email once the refund is processed.
4. Contact
For cancellation or refund-related queries, use the in-app support or our Contact Us page. Please refer to our Terms & Conditions for official support channels.