This policy explains when you can cancel a TasteeQ order and when a refund may be issued. Food orders are prepared quickly, so cancellation windows are short.
1. Cancelling an order
- You may cancel from the app or by contacting support before the restaurant starts preparing the order.
- Once the restaurant has accepted and started cooking, cancellation is usually not possible.
- If the delivery partner is already on the way, the order cannot be cancelled.
2. When we refund
We may issue a full or partial refund if:
- the restaurant cannot fulfil the order after payment;
- the order is cancelled in time under section 1;
- items are missing, badly wrong, or unsafe, and you report it promptly with photos if asked;
- the delivery never arrives and support confirms the issue.
3. When we may not refund
- Change of mind after the restaurant has started preparing the food.
- Wrong address, unreachable phone, or you were not available to receive the order.
- Taste preference or spice level, unless the item is clearly not what was ordered.
- Delays caused by weather, traffic, or peak hours, where the food still arrived in acceptable condition.
4. How refunds are paid
Approved refunds go back to the original payment method. Bank or wallet timings vary; most refunds show within 5–7 working days after approval. Promo credits, if used, may be returned as TasteeQ credit.
5. How to request a refund
Use in-app help or write to hello@tasteeq.com with your order ID, the issue, and any photos. You can also use our Contact Us form. We aim to respond within 2 working days.
6. Restaurant and partner issues
TasteeQ facilitates the order. If the problem is with food quality, we work with the restaurant to resolve it. If the problem is with delivery, we work with the delivery partner. Refund decisions are made in good faith based on the information available.
