Help
I pressed pay twice — have I been charged twice?
No. Every attempt on one order carries the same request key, so repeating it resumes the same order and the same payment rather than creating a second one. If a page ever tells you it could not confirm an order, choosing "check again" is safe; placing a new order is the thing to avoid.
Can I cancel?
You can cancel from your order page until we accept the order. After that the kitchen may already have started it, so the button goes away and the order stays visible — call in or speak to staff and we will sort it out.
Where is my refund?
Your order page states the refund separately from the order itself, because they are different facts: an order can be collected and partly refunded at the same time. We only say a refund is being processed once one has actually been started, and the page shows how much has been returned so far.
My order was covered by a reward
A fully reward-funded order takes no payment at all, so there is nothing to refund. If you cancel it, the reward goes back to your account.
The status has not changed
Your order page updates live from our own system. If you are offline it says so, and shows you when it last heard from us rather than pretending the information is current.