Last Updated: 9 August 2026
This Cancellation Policy explains the conditions under which orders placed through Grubo may be cancelled by customers, restaurants, delivery partners, or Grubo.
By placing an order through Grubo, customers agree to this Cancellation Policy.
1. Customer Cancellation
Customers may request to cancel an order before the restaurant has started preparing the food.
Where cancellation is available within the Grubo app or website, customers should use the available cancellation option as soon as possible.
Once the restaurant has accepted the order and started preparing the food, cancellation may no longer be available or a refund may not be provided.
2. Cancellation Before Food Preparation
If a customer cancels an eligible order before the restaurant begins preparation:
3. Cancellation After Food Preparation Has Started
Food is a time-sensitive and often perishable product. Once a restaurant has started preparing an order, the restaurant may already have incurred costs.
Therefore, if a customer cancels after preparation has started:
4. Cancellation After Delivery Partner Collection
Once a delivery partner has collected an order from the restaurant, customer cancellation will normally not be permitted except in exceptional circumstances.
If cancellation is nevertheless approved, delivery, food preparation, or other applicable costs may affect the refundable amount.
5. Restaurant Cancellation
A restaurant may need to cancel an order for reasons including:
If a restaurant cancels an eligible prepaid order, the customer will normally be entitled to a refund of the applicable amount.
6. Cancellation by Grubo
Grubo may cancel an order where reasonably necessary, including when:
Where appropriate, eligible prepaid amounts will be handled according to the Grubo Refund Policy.
7. Delivery Problems
An order may be cancelled or otherwise closed if delivery cannot be completed because:
In these circumstances, a refund is not automatically guaranteed and will depend on the circumstances.
8. Scheduled Orders
Scheduled orders may be cancelled before preparation begins, subject to the order status and available cancellation options.
Once preparation has started, the normal cancellation rules described in this policy apply.
9. Cash on Delivery
Customers placing Cash on Delivery orders should only order when they intend to receive and pay for the food.
Repeated unjustified cancellations, refusal to receive valid orders, fake orders, or misuse of Cash on Delivery may result in restrictions on Cash on Delivery or suspension of the customer's Grubo account.
10. Prepaid Orders and Refunds
Cancellation of a prepaid order does not necessarily mean that the payment will be returned instantly.
Approved refunds will be processed according to the Grubo Refund Policy and may depend on the original payment method and payment provider.
11. Promotions, Discounts and Loyalty Benefits
If a cancelled order used a coupon, referral benefit, loyalty points, promotional discount, or wallet credit, restoration of those benefits will depend on the applicable promotion conditions and the circumstances of the cancellation.
12. Abuse of Cancellation
Grubo may monitor repeated or suspicious cancellation activity.
Accounts may be restricted or suspended where there is reasonable evidence of:
13. Exceptional Circumstances
Grubo may review exceptional situations individually, including serious delivery failures, restaurant errors, duplicate orders caused by technical issues, or other circumstances outside the customer's reasonable control.
14. Contact Grubo
If a customer is unable to cancel an eligible order through the app or website, they should contact Grubo support as soon as possible.
Contacting support does not guarantee cancellation if the restaurant has already started preparing the order.
By placing an order through Grubo, you acknowledge and agree to this Cancellation Policy.
