Refund & Cancellation Policy

This policy explains when you can cancel a ZozoEats order and how refunds work. It forms part of our Terms & Conditions.

Cancelling within 3 minutes

• You can cancel an order yourself, free of charge, within 3 minutes of placing it (via Help → Cancel order), as long as the restaurant has not already started preparing it.
• Card orders: if you cancel within this window, your payment is automatically refunded in full to your original card.
• Cash orders: the order is simply cancelled — nothing has been charged.

After the 3‑minute window

Because food is freshly prepared and perishable, orders generally cannot be cancelled for free once the restaurant has begun preparing them, and the right to a “cooling‑off” cancellation under the Consumer Contracts Regulations 2013 does not apply to perishable food and made‑to‑order goods. However, you are always covered by your statutory rights if something goes wrong (see below).

If something goes wrong with your order

If your order is missing items, is incorrect, arrives damaged, is unreasonably late, or is not of satisfactory quality, you can request a refund or resolution through Help → Report an issue after delivery. You may be asked to provide a short description and a photo to help us review it. Our team reviews each request and may approve a full or partial refund, or a credit, depending on the circumstances.

How refunds are issued

• Card payments: approved refunds are returned to your original payment card via Stripe. They typically appear within 5–10 business days, depending on your bank.
• Cash payments: approved refunds are issued as ZozoEats credit or by another method agreed with our support team.
• You’ll be notified in the app when a refund is approved or declined.

Orders cancelled by a restaurant or ZozoEats

If a restaurant cannot accept your order, or we cannot fulfil it (for example, the restaurant is closed or an item is unavailable), we will cancel the order and refund any amount charged in full.

Delivery access

Please make sure your address is correct and that you are reachable on the phone number provided. If a delivery cannot be completed because you were unavailable, provided an incorrect address, or the driver could not gain access after reasonable attempts, a refund may not be due.

Fees

Where a full refund is due, applicable delivery and platform/service fees for that order are refunded too. For partial issues, we refund the affected portion of the order.

Contact us

Questions about a cancellation or refund? Contact us at support@zozoeats.co.uk or through Help in the app. This policy does not affect your statutory rights under UK consumer law.