Refund & Cancellation Policy

Your order page has a Cancel button. It is offered while two things are both true: nothing has been paid, and the kitchen has not started the order. Cancelling then is immediate, costs you nothing, and takes the ticket off the counter's board straight away.

That button can also refuse, and that is deliberate. If you began an online payment, we check with our payment provider before cancelling anything — and if the money went through while you were deciding, the order stands and we ask you to speak to the counter instead. A payment is never lost to a tap.

Once you have paid, or the kitchen has started, the button is gone and cancelling is a phone call. Call the number above and give your order code. The counter cancels the order from the same board they use to work it, and it comes off the board immediately.

Call as soon as you can. The counter can cancel at any point before the order is handed over, but once the kitchen has started cooking we may not be able to.

There is nothing to refund. The order is cancelled and that is the end of it. Cancelling costs you nothing.

Your refund goes back to the same card or KNET account you paid from. We cannot send it anywhere else — that is how the payment network works, and it is what protects you.

We issue the refund through MyFatoorah, our payment provider, using the payment reference recorded against your order. It is for the full amount you paid; no cancellation fee is deducted.

How quickly it lands is up to your bank, not us. We issue refunds on the day the order is cancelled, and the money normally appears on your statement within 5 to 10 working days.

Cash is refunded as cash at the counter. A payment taken on the counter's KNET machine is reversed on the same machine. Either way, come to the counter with your order code.

Occasionally we have to: an item has run out, the kitchen cannot complete the order, or we are closing. We call you on the number you gave us when you ordered.

If you had already paid, you are refunded in full, by the same method set out above. You will never be left having paid for an order we could not make.

Tell the counter before you leave, or call us the same day. If we got it wrong — a missing item, the wrong dish, food that is not right — we will remake it or refund it.

Food is cooked to order and cannot be put back on the shelf, which is exactly why we would rather fix the problem while you are still standing there.

We do not charge a cancellation fee, an administration fee, or a restocking fee. A refund is always for the full amount paid.

Orders placed through Talabat or Keeta. Those are separate services with their own cancellation and refund rules, and they have to be cancelled in their own apps — we cannot see or cancel them from here.