⏱️ Order Cancellation Guidelines

We understand plans can change. This policy outlines when and how an order can be cancelled and how refunds are processed.

• Before Restaurant Confirmation: You can cancel your order free of charge within 5 minutes of placing it, provided the restaurant has not yet accepted it. Contact the restaurant or takeaway directly to request a cancellation. If you couldn't get through to the restaurant or takeaway, then you must contact our Customer Service immediately to request a cancellation.
• After Restaurant Confirmation: Once a restaurant accepts and begins preparing your order, it cannot be cancelled or refunded.

🚫 Non-Refundable Failed Deliveries

We cannot issue refunds if a delivery fails due to factors outside our control. Please ensure your details are accurate. Some "Non-Refundable" scenarios include:

• Incorrect delivery address or contact information.
• Customers are unreachable by phone or doorbell upon arrival.
• Delivery locations that are unsafe for our drivers.
• Payment failures are detected after order preparation has begun.

💳 Refund Processing

• Eligibility: Refunds are only issued for successfully cancelled orders or verified restaurant errors.
• Method: Approved refunds can take up to 3 working days to reach your online account. These are then automatically credited into your Nectar Eats Account for immediate use. If you wish to receive credit back to your original payment method, you notify us as soon as possible so we can action this request.
• Timeline: Please allow 7 to 10 working days for any funds to clear into your original account.

📝 Policy Updates

Nectar Eats Takeaways reserves the right to amend this policy at any time. We recommend reviewing this page regularly for updates.

Updated: 13th May 2026.