Cancellation Policy

Welcome to Eatance App. We strive to provide our customers with flexibility and convenience in scheduling and managing food pickups. Below, you will find our cancellation policy, which differs based on how far in advance you schedule your pickup.

Cancellation and No-Show Policy (Food Pickup)

Scheduled Advance Pickups

Long Advance Pickups (e.g., scheduling 2-3 day ahead or morning for dinner pickup)

  • Cancellation Time Frame: You may cancel your order up to 3 hours scheduled pickup time without any charge.
  • In the event that the restaurant fails to mark the order as "Approved," users can still cancel their order anytime before the scheduled pickup time.
  • Modifications: Order modifications (such as changes to pickup time or meal preferences) are handled by restaurant. User can directly connect with the restaurant for modifications in the order.
  • No-Shows: Failure to pick up your order without prior cancellation will result in a 100% charge of the order total.

Immediate Area Pickups

Immediate Pickups (e.g., scheduling directly when near the restaurant or in the restaurant)

  • No Cancellation: Once an order is placed under the Immediate Pickup option, it cannot be cancelled. Preparation begins immediately to ensure your food is ready quickly, hence, the resources allocated cannot be redirected once they are in use.
  • No-Show Policy: If the order is not picked up within 30 minutes of the estimated pickup time, it will be considered abandoned, and the customer will be charged the full amount. This policy helps restaurant manage food preparation effectively and reduce waste.

General Terms

  • Refunds: Refunds for cancelled orders will be processed according to the original method of payment within 7 business days.
  • Service Availability: Cancellation terms are subject to change based on operational capabilities and may vary by location and partner. Please check specific terms when ordering.

Cancellation and No-Show Policy (Table Booking)

Reservation Cancellations

  • Timeframe for Cancellations: Please inform the restaurant of any cancellations at least 3 hours before your scheduled arrival. This allows THE PARTNER RESTAURANT to better manage their seating capacity and offer your table to other guests.
  • Cancellation Process: Reservations can be cancelled by accessing the 'Manage Bookings' section in our app and selecting 'Cancel' for the booking in question. Alternatively, you may contact the restaurant directly using the contact details provided in your confirmation email.

No-Show Rules

What Counts as a No-Show? If you do not arrive within 15 minutes of your reservation time without informing us, this will be recorded as a no-show.

Implications of No-Shows:

  • On First Occurrence: A reminder will be sent to you about our policy on no-shows. We understand that unexpected changes can occur and encourage you to reach out to the restaurant should you need to explain your absence.
  • If No-Shows Persist: Accumulating three no-shows within a six-month period may lead to temporary restrictions on your ability to reserve tables through our app for up to three months.

No-Show Alerts

Notification Procedure: Should you miss a reservation without prior notice, you will receive an automated alert through the SMS, indicating the missed appointment and highlighting the consequences of frequent no-shows.

Resolving Discrepancies

Direct Communication with Restaurant: If there is a discrepancy in the no-show record, or if there were exceptional circumstances that led to your absence, please directly contact the restaurant to clarify the situation. Their contact details are listed in your booking confirmation.

Policy Updates

We reserve the right to modify these terms as necessary. Any changes to this policy will be communicated through updates in our app and/or via email notifications.

We appreciate your understanding and cooperation with our cancellation policy, designed to respect both our customers' plans and our partners' operational needs. Thank you for choosing Eatance.

Cancellation Policy for Restaurant: -

Restaurant Food Pickup Cancellation Policy

To ensure a smooth and efficient service for all our customers, we kindly ask you to review our cancellation policy regarding food pickup orders. This policy is designed to clarify the process and set expectations for instances where either the customer needs to cancel an order or the restaurant must cancel or reject an order due to unforeseen circumstances.

Order Rejection by Restaurant

Before Acceptance: If the restaurant has not yet accepted the order, it may be rejected due to various reasons such as ingredient unavailability, equipment malfunctions, or staffing issues. In these cases:

  • Notification: The customer will be notified immediately through our app or via SMS/email that their order has been rejected.
  • No Charges: No charges will be applied to the customer for orders that have not been accepted by the restaurant.
  • Alternative Options: Customers are encouraged to place a new order or choose alternative menu items, if available.

Order Cancellation by Restaurant After Acceptance

After Acceptance: If the restaurant must cancel an order after it has been accepted, due to unexpected situations like sudden ingredient shortages or emergencies:

  • Notification and Reason: The customer will be informed as soon as possible about the cancellation, along with a clear explanation of the reason.
  • Refunds: Any payments made in advance will be fully refunded to the customer within 5-7 business days.
  • Assistance: Restaurant staff will assist in suggesting alternative options or help in reordering at a later time or date.

Return Policy for Food Pickup Services:

Quality Concerns:

  • If the user encounters any quality issues with the food received, they must notify the restaurant immediately upon pickup.
  • The restaurant may request photographic evidence or other documentation to assess the validity of the quality concern. (Sir please review it, is it possible to add this clause in the policy)

Incorrect Orders:

  • In the event that the restaurant provides an incorrect order, users should notify the restaurant staff before leaving the premises.
  • The restaurant will either provide the correct order or offer a suitable replacement item, depending on availability.
  • If the correct order cannot be provided, the user may be eligible for a refund or credit towards a future purchase (Whichever both the parties agree on).

Food Allergies or Dietary Restrictions:

  • Eatance, herein referred to as the 'Platform', operates as a third-party intermediary facilitating transactions between customers and restaurants. The Platform explicitly disclaims any liability for incidents arising from food allergies or dietary restrictions. Users acknowledge and accept that the Platform is not responsible for any refunds, financial reimbursements, or compensations resulting from such incidents. By utilizing the services provided by the Platform, users waive any claims against Eatance for damages, losses, or injuries incurred due to food-related mishaps. It is understood that the Platform solely acts as a conduit for communication and transactions between users and restaurants, and any disputes or grievances regarding food quality, safety, or suitability are to be addressed directly with the respective restaurant. Users are encouraged to exercise diligence and caution when ordering food through the Platform, taking into account their individual dietary requirements and restrictions. Eatance shall not be held liable for any consequences resulting from users' failure to communicate or adhere to their dietary needs. This disclaimer shall be deemed an integral part of the terms of service governing the use of the Platform, and users are bound by its provisions upon accessing or using the services provided herein.
  • Users are responsible for communicating any food allergies or dietary restrictions to the restaurant at the time of placing the order.
  • If the restaurant fails to accommodate the specified dietary requirements, the user may request a refund or exchange for an alternative item.
  • Requests for refunds due to undisclosed allergens or dietary restrictions after the order has been picked up will not be entertained.

Refund Procedure:

  • Requests for refunds must be made directly to the restaurant staff at the time of return.
  • Refunds will be processed using the original payment method, unless otherwise agreed upon by both parties.
  • Refunds may take a few business days to reflect in the user's account, depending on the payment processor and financial institution policies.

Non-Returnable Items:

  • Certain items, such as perishable food items or customized orders, may not be eligible for return or refund unless they are defective or incorrect.
  • Non-returnable items will be clearly specified by the restaurant at the time of order placement.

Customer Satisfaction:

  • The restaurant is committed to ensuring customer satisfaction and will make every effort to address any concerns or issues raised by users regarding their food pickup experience.
  • Users are encouraged to provide feedback to the restaurant regarding their orders, as it helps improve the quality of service provided.


  • The return policy is subject to the discretion of the restaurant and may vary depending on individual circumstances.
  • Users are advise to carefully inspect their orders before leaving the restaurant premises to ensure accuracy and quality.

We strive to provide excellent service and quality food prepared to your satisfaction. Understanding and adhering to our cancellation policy will help us in managing your orders more effectively and provide a better experience for all our customers. Thank you for your cooperation and understanding.

Contact Information

For any questions related to our cancellation and return policy please email us on [email protected].