Refunds and cancellations

When an order changes or cannot be completed

This page explains the pilot process for cancellations, refunds, shop credit, failed deliveries, unavailable items, and failed age checks.

Consumer rights

This policy does not remove any statutory rights that apply to faulty, misdescribed, unsafe, missing, or incorrectly supplied goods.

Some local delivery orders involve food, groceries, perishable goods, personalised goods, or services that are already being prepared or delivered. Those orders may not always have the same cancellation rights as unused standard goods ordered for later delivery.

Last updated: 23 May 2026.

Before the shop accepts an order

  • If an order has not yet been accepted or prepared, contact support as soon as possible if you need to cancel or change it.
  • If payment has already been authorised or taken by the shop's payment provider, the shop may need to refund, cancel, or release the payment through that provider.
  • Cash on delivery orders are handled differently because no card payment has been captured.

After the shop starts preparing an order

  • Once a shop has accepted, prepared, packed, or handed an order to a rider, cancellation may not always be possible.
  • Refund or credit decisions may depend on the item type, whether the item can be resold, whether it is perishable, whether the delivery was already attempted, and why the order could not be completed.
  • Support will review the order history, shop notes, payment state, rider notes, PIN state, and any relevant messages.

Unavailable items and substitutions

  • If a shop cannot supply part of an order, it should resolve this before delivery where possible.
  • The shop may remove the unavailable item, offer a suitable replacement, contact the customer, cancel the order, issue a refund, or offer shop credit where allowed.
  • A shop should not substitute age-restricted, allergen-sensitive, or materially different goods without suitable customer agreement.
  • If an item is charged but not supplied, contact support so the missing item can be reviewed.

Card refunds

  • For shop-owned card payments, card refunds should normally be handled by the shop through the same payment provider or payment link provider that took the payment.
  • Refunds are normally sent back to the original payment card.
  • Card refunds may take time to appear with the customer's bank. Exact timing can vary by bank, card provider, and payment processor.
  • Basildon Delivery may record refund requests, support notes, and payment state so duplicate or conflicting resolutions can be avoided.

Shop credit

  • Shop credit is only available where the shop and platform settings allow it.
  • Shop credit belongs to the same shop account context. It is not general cash and is not automatically usable at other shops.
  • A cancelled value should not be both refunded to card and credited to the customer.

Failed delivery

  • If the rider cannot complete a delivery, the issue should be reported through the delivery problem flow.
  • The shop and platform admin may review the order, rider notes, customer messages, PIN state, payment state, and support messages.
  • Refund or credit decisions may depend on whether the order was prepared, collected, attempted, delivered, returned, or abandoned for safety reasons.
  • If the customer gave incorrect address information, did not answer, could not provide the PIN, or could not receive the order, delivery charges and preparation costs may still be considered when reviewing the case.

Failed age check

  • If valid ID is not provided when required, the recipient is under age, or the age check does not pass, age-restricted items must not be handed over.
  • The rider is instructed to return restricted items to the shop.
  • The shop and platform admin can then review whether to cancel, refund, credit, or otherwise resolve the restricted part of the order.
  • Delivery, return, and preparation costs may be considered where the customer could not complete a required age check.

Rider fees and platform billing after cancellation

  • Cancellation only voids open platform billing records that exist for that order.
  • Shop-managed or mixed checkout orders do not create delivery, Rush, or rider-tip remittance records unless the platform is actually responsible for paying a shared rider.
  • If a mixed order has already been completed by a shared platform rider, any unpaid shared-rider billing records may be cancelled or reviewed by admin depending on the circumstances.
  • Paid or locked billing records may need manual admin review rather than automatic reversal.

Disputes and chargebacks

  • Please contact support before opening a card dispute, so the order can be reviewed and resolved where possible.
  • If a dispute or chargeback is opened with the shop's payment provider, order details, item lines, delivery history, PIN state, support messages, payment attempts, and rider/shop records may be used as evidence.
  • Fraudulent disputes or repeated misuse of refund systems may lead to account restriction.

Need help?

Use the support page if an order was cancelled, failed, paid incorrectly, returned, or not resolved as expected. Include the order number if you have one.