Grubo Refund Policy

Last Updated: 9 August 2026

At Grubo, we want customers to have a reliable and satisfactory food ordering experience. This Refund Policy explains when a customer may be eligible for a full or partial refund.

1. When You May Be Eligible for a Refund

A refund may be considered in situations including:

• The order was cancelled by the restaurant after payment was successfully completed.
• The restaurant was unable to fulfil the order.
• The customer was charged but the order was not successfully created or confirmed.
• The customer received an incorrect order or significant items were missing.
• The order was not delivered but was incorrectly marked as delivered.
• A duplicate payment was charged for the same order.
• The food received was materially different from the confirmed order or was not reasonably fit for consumption, subject to verification.

2. Missing or Incorrect Items

If an item is missing or incorrect, Grubo may issue a refund or other appropriate resolution for the affected item rather than refunding the entire order.

Customers should report the issue as soon as reasonably possible and may be asked to provide photographs or other information to help verify the claim.

3. Food Quality Issues

If there is a serious problem with food quality, customers should contact Grubo support as soon as possible.

Grubo may request photographs, order information, packaging information or other reasonable evidence before determining whether a refund is appropriate.

4. When a Refund May Not Be Available

A refund may normally not be provided when:

• The customer changes their mind after the restaurant has started preparing the order.
• Incorrect food or quantity was selected by the customer.
• The customer provided an incorrect or incomplete delivery address.
• The customer could not be contacted during delivery.
• The customer refused a correctly prepared and delivered order without a valid reason.
• The issue is reported after an unreasonable delay and can no longer reasonably be verified.
• Grubo reasonably determines that a refund request is fraudulent or abusive.

5. Order Cancellation

If an eligible prepaid order is cancelled before preparation begins, the customer may receive a full refund.

Once the restaurant has accepted and started preparing an order, a full refund is not guaranteed.

If the restaurant or Grubo cancels an order because it cannot be fulfilled, any eligible prepaid amount will normally be refunded.

6. Refund Method

Approved refunds may be processed through:

• The original payment method;
• Grubo Wallet, where available; or
• Another refund method supported by Grubo.

The available refund method may depend on how the original payment was made.

7. Refund Processing Time

Grubo will process approved refunds as soon as reasonably possible. Once processed by Grubo, the time required for the funds to appear may depend on the bank, card issuer, mobile payment provider or other payment service provider.

8. Cash on Delivery Orders

For Cash on Delivery orders, no payment refund is normally required if the order is cancelled before the customer pays.

If a customer has already made a cash payment and an eligible refund is subsequently approved, Grubo may provide the refund through Grubo Wallet or another available refund method.

9. Promotional Discounts, Wallet and Loyalty Benefits

Where an order used a coupon, promotional discount, wallet balance, loyalty points or other promotional benefit, the refundable amount or restoration of benefits may be calculated according to the amount actually paid and the applicable promotion conditions.

Delivery fees, service charges or other charges may only be refundable where appropriate to the circumstances of the cancelled or affected order.

10. Refund Review

Submitting a refund request does not automatically guarantee a refund. Grubo may review the order details, restaurant information, delivery information, payment records and any evidence provided before approving or rejecting a request.

11. Fraud and Abuse

Grubo reserves the right to reject refund requests and restrict accounts where there is reasonable evidence of fraudulent activity, repeated abuse of the refund system, false claims or manipulation of orders or promotions.

12. Contact Us

For refund assistance, customers should contact Grubo through the official support channels available on the Grubo website or application and provide the relevant order information.

By placing an order through Grubo, customers acknowledge and agree to this Refund Policy.