Refund & Cancellation Policy
How eligible cancellations, failed payments, replacements and refunds may be handled.
Cancellation requests
Eligibility may depend on whether the order has been confirmed, preparation has started, the meal has been packed or the fulfilment process has begun. The applicable option is shown in the ordering experience or office programme.
Failed or duplicate payments
Where payment is debited but an order is not confirmed, verification may be required. Eligible reversals or refunds are processed through the original payment method, subject to payment-provider timelines.
Incorrect, missing or quality-related orders
Report the issue promptly with the order reference and relevant information. Depending on verification and circumstances, the response may include correction, replacement, wallet credit or refund.
Non-refundable situations
Refunds may not apply where the meal was correctly prepared and fulfilled, inaccurate information was supplied, the user was unavailable at the agreed location, or the request falls outside applicable conditions—subject to consumer law.
How to request support
Use the ordering support route or contact business@dearomafoods.com with the order reference.