Last Updated: 06 January 2026
At Fudchef, we are committed to providing customers, merchants, restaurants, delivery professionals, and business partners with a reliable and professionally managed digital commerce experience.
This Cancellation Policy establishes the terms under which orders, purchases, tickets, deliveries, and other transactions made through the Fudchef Digital Ecosystem may be cancelled.
Because participating restaurants and merchants may begin preparing, reserving, processing, or allocating resources immediately after accepting an order, customers do not have an unconditional right to cancel an order once fulfilment has commenced, except where required by applicable law.
Nothing in this Policy limits any consumer right that cannot lawfully be excluded or restricted.
Fudchef is an integrated digital commerce, ordering, payment, merchant-services, ticketing, point-of-sale, and delivery ecosystem owned by Fudchef Group Incorporated, Trade No. ICC20230476, and managed by Fudchef Trading LLC, License No. 978132.
For purposes of this Policy:
“Fudchef,” “we,” “our,” or “us” means the applicable Fudchef entity responsible for providing or managing the relevant service.
“Customer,” “you,” or “your” means the individual or legal entity placing an Order through Fudchef.
“Vendor” means a restaurant, grocery store, retailer, merchant, ticket provider, event organizer, or other independent seller or service provider operating through Fudchef.
“Order” means any order, purchase, booking, ticket purchase, or other transaction submitted through Fudchef.
When a Customer places an Order through Fudchef, the Order may be transmitted to the relevant Vendor for immediate acceptance and fulfilment.
Once accepted, the Vendor may immediately begin:
preparing food or beverages;
processing products;
reserving inventory;
allocating stock;
preparing packaging;
assigning personnel;
reserving tickets or capacity;
arranging delivery resources; or
otherwise incurring costs in fulfilling the Order.
Accordingly, submission of a cancellation request does not automatically cancel an Order or create an automatic entitlement to a refund.
A cancellation becomes effective only when it is successfully processed or confirmed through Fudchef or the applicable Vendor process.
Where technically and operationally possible, a Customer may request cancellation before an Order has been accepted by the Vendor or before fulfilment has commenced.
If the cancellation is successfully completed before any material costs have been incurred, amounts already paid may be eligible for refund in accordance with Fudchef's Returns, Cancellations & Refund Policy.
Fudchef does not guarantee that every Order can be cancelled during this period because Orders may be transmitted and accepted immediately.
Once a Vendor has accepted an Order, cancellation becomes subject to the Order's fulfilment status.
Where preparation, processing, procurement, reservation, packaging, or other material fulfilment activity has commenced, Fudchef may refuse the cancellation or approve it without a refund, subject to applicable law.
This provision is particularly important for:
freshly prepared meals;
beverages;
groceries and perishables;
customized products;
special-order items;
event tickets;
time-sensitive products; and
other Goods or Services that cannot reasonably be resold or recovered after cancellation.
Food and beverage Orders may enter preparation immediately after Vendor acceptance.
Once preparation has commenced, the Order will generally be non-cancellable and non-refundable, except where:
the Vendor cannot fulfil the Order;
Fudchef cancels the Order for reasons not attributable to the Customer;
the Order is materially affected by a verified error attributable to Fudchef or the Vendor; or
applicable law requires otherwise.
A Customer's change of mind after preparation has begun does not ordinarily create an entitlement to a refund.
Where an Order is cancelled or cannot be completed because of circumstances attributable to the Customer, Fudchef may refuse a refund or deduct costs already reasonably incurred.
This may include situations where the Customer:
changes their mind after fulfilment has commenced;
provides an incorrect delivery address;
provides incomplete delivery information;
provides an incorrect telephone number;
cannot be contacted;
is unavailable to receive delivery;
fails to provide access to the delivery location;
refuses the Order without a valid reason;
fails to collect a Pickup Order;
submits an Order accidentally but fails to cancel it before fulfilment begins; or
otherwise prevents reasonable completion of the Order.
Where food, Goods, Vendor costs, payment-processing costs, delivery resources, or other non-recoverable expenses have already been committed, Fudchef may retain or deduct the amount reasonably attributable to those costs, up to the full Order Value where legally permissible.
Once an Order has been collected from the Vendor or dispatched for delivery, it will generally no longer be eligible for Customer cancellation.
If Fudchef nevertheless agrees to stop or redirect an Order after dispatch, the Customer may remain responsible for:
the value of prepared or non-returnable Goods;
delivery charges already incurred;
return delivery charges;
additional transportation costs; and
other reasonable costs arising from the cancellation.
Approval of such a request remains at Fudchef's reasonable discretion, subject to applicable law.
Orders placed for Customer Pickup may become non-refundable once the Vendor begins preparation or processing.
Failure to collect a prepared Pickup Order does not constitute cancellation and does not automatically entitle the Customer to a refund.
Where available, the Customer may request delivery instead of pickup by contacting Fudchef Customer Care.
Additional delivery charges may apply and must be paid before dispatch.
Fudchef reserves the right to cancel, suspend, or refuse an Order where reasonably necessary, including where:
payment cannot be authorized;
payment is suspected to be fraudulent;
the Vendor cannot fulfil the Order;
an item becomes unavailable;
an obvious pricing or technical error occurs;
the delivery destination cannot reasonably be serviced;
inaccurate or misleading information has been supplied;
the transaction violates Fudchef's Terms or policies;
suspicious or abusive activity is identified;
fulfilment may create a safety or regulatory concern;
a technical failure prevents fulfilment; or
circumstances beyond reasonable control prevent completion.
Where Fudchef cancels an Order for reasons not attributable to the Customer, amounts paid for unfulfilled items will ordinarily be refunded as appropriate.
Cancellation by Fudchef does not automatically create an entitlement to additional compensation beyond the amount properly refundable, except where required by applicable law.
A Vendor may be unable to fulfil an Order because of:
product unavailability;
stock shortages;
operational closure;
equipment failure;
inability to prepare the Order;
regulatory restrictions; or
another legitimate operational reason.
Where a Vendor cancels an Order before fulfilment and the Customer has already paid, Fudchef may process an appropriate refund for the affected amount.
Where only part of an Order cannot be fulfilled, Fudchef may provide a partial refund, substitution, wallet credit, or another reasonable resolution, subject to Customer agreement where required.
A Customer may not cancel an Order without consequence merely because:
the estimated delivery time changes;
traffic causes a reasonable delay;
Vendor preparation takes longer than initially estimated;
the Delivery Partner follows an alternative route; or
another reasonable operational delay occurs.
Delivery times displayed through Fudchef are estimates unless expressly guaranteed otherwise.
Where a delay becomes substantial, Fudchef may investigate and determine an appropriate resolution based on the circumstances.
Customers must remain reasonably available during delivery.
Where reasonable delivery attempts fail because the Customer:
cannot be contacted;
does not answer calls or messages;
is not present;
provides incorrect information;
refuses reasonable delivery;
fails to provide access; or
causes an unreasonable delay,
the Order may be treated as an unsuccessful delivery attributable to the Customer.
For prepared food, beverages, perishables, and other non-returnable Goods, the Customer may remain liable for the full Order Value and delivery charges, subject to applicable law.
Tickets and event purchases may be subject to additional event-specific cancellation conditions.
Once a ticket has been issued or reserved, cancellation may be restricted according to the applicable event rules.
Where Fudchef approves a Customer-requested ticket cancellation, an administrative or cancellation charge of up to 20% of the original ticket value may apply where legally permissible.
Any non-refundable booking, processing, payment, or service fees may also be deducted where permitted.
Approved ticket refunds may require approximately seven (7) working days from the scheduled event date or another period communicated for the relevant event.
Where an event is cancelled, postponed, or materially changed by the event organizer, refund eligibility may depend on the organizer's applicable terms and applicable law.
Fudchef will not be responsible for additional Customer expenses such as transportation, accommodation, flights, or other consequential costs resulting from an event cancellation, except where required by law.
Where an Order contains products from more than one Vendor, cancellation eligibility may be assessed separately for each Vendor component.
Cancellation of one part of an Order does not automatically cancel or create a refund entitlement for the remaining portions.
Any refund will ordinarily be limited to the affected and eligible portion of the transaction.
Where an Order purchased using a promotional discount, coupon, reward, cashback benefit, or complimentary credit is cancelled, any refund or restoration will be subject to the conditions of the applicable promotion.
Cash refunds will not ordinarily be provided for promotional value that the Customer did not originally pay in cash.
Reward points, promotional credits, cashback, or benefits associated with a cancelled or refunded Order may be reversed.
Where an eligible Order paid using the Customer's own Fudchef Wallet balance is cancelled and approved for refund, the applicable refundable amount may be returned to the Customer's wallet.
Complimentary credits, goodwill credits, cashback, promotional funds, referral rewards, or other credits provided by Fudchef without an equivalent cash payment remain subject to their promotional conditions and are generally not redeemable for cash.
Where legally permissible, amounts already incurred in processing or fulfilling an Order may be non-refundable.
These may include applicable:
payment-processing costs;
booking fees;
service fees;
cancellation charges;
Vendor preparation costs;
delivery costs;
return transportation costs; and
other reasonable non-recoverable expenses.
Any deduction will be subject to applicable law and the circumstances of the transaction.
Where a cancelled Order qualifies for a refund, Fudchef will ordinarily process the refundable amount using the original payment method.
Where appropriate and legally permissible, the refund may alternatively be provided through the Customer's Fudchef Wallet.
Card refunds may generally require approximately five (5) to ten (10) working days after successful initiation by Fudchef.
The actual time required for funds to appear in the Customer's account may depend on the issuing bank, payment gateway, card network, mobile-money operator, or other payment provider.
Fudchef is not responsible for additional processing delays caused solely by an independent financial institution after Fudchef has successfully initiated the refund, except where required by law.
Fudchef's cancellation process is intended to accommodate legitimate circumstances and must not be used to manipulate Orders, promotions, Vendors, delivery operations, or payment systems.
Fudchef may investigate patterns including:
repeated cancellations after preparation begins;
repeated refusal of delivered Orders;
intentionally incorrect delivery information;
fraudulent cancellation claims;
cancellation combined with dishonest chargebacks;
manipulation of promotional offers;
multiple accounts used to circumvent restrictions; or
other conduct reasonably indicating abuse.
Where sufficient evidence of serious or repeated abuse exists, Fudchef may take proportionate measures including additional verification, restricting certain payment methods or promotions, temporary account suspension, or account termination, subject to applicable law.
A Customer should first contact Fudchef Customer Care regarding a cancellation or refund concern so that the transaction can be investigated.
Where a Customer initiates a payment dispute or chargeback, Fudchef may provide the relevant financial institution with information reasonably required to respond to the dispute, including:
Order records;
Vendor acceptance information;
preparation records;
payment records;
delivery records;
GPS information;
proof of delivery;
Customer communications;
cancellation records; and
other relevant transaction evidence.
Fraudulent or intentionally misleading chargebacks may result in account restrictions and other action permitted by applicable law.
Cancellation of an Order does not automatically entitle the Customer to compensation beyond the amount properly refundable for the affected transaction.
Unless required by applicable law, Fudchef will not be responsible for indirect or consequential expenses resulting from cancellation, including lost opportunities, travel expenses, accommodation, business losses, or other external costs.
Following reasonable investigation and subject to applicable law, Fudchef may determine the appropriate resolution for a cancellation request.
Depending on the circumstances, this may include:
approving cancellation without charge;
approving cancellation subject to reasonable deductions;
rejecting cancellation after fulfilment has commenced;
issuing a partial refund;
issuing a full refund;
returning eligible funds to the Fudchef Wallet;
providing replacement or redelivery where appropriate; or
providing another reasonable resolution.
Fudchef is not required to provide multiple forms of compensation for the same cancelled transaction unless required by applicable law.
Fudchef may cancel, suspend, delay, or modify fulfilment where circumstances beyond reasonable control prevent normal operation.
Such circumstances may include:
severe weather;
natural disasters;
road closures;
accidents;
public emergencies;
government or regulatory action;
strikes;
telecommunications failures;
internet outages;
payment-network interruptions;
electricity failures;
civil disturbances; or
failure of essential third-party infrastructure.
Fudchef will take reasonable steps to manage affected transactions but will not be responsible for losses caused solely by events beyond its reasonable control, except where applicable law provides otherwise.
This Cancellation Policy should be read together with Fudchef's:
Terms of Sale;
Returns & Refund Policy;
Shipping & Delivery Policy;
Privacy Policy; and
any transaction-specific terms displayed through the Application.
Where transaction-specific conditions apply, those conditions may supplement this Policy.
Nothing in this Policy overrides mandatory rights provided under applicable law.
Fudchef may update this Cancellation Policy periodically to reflect changes in its services, operational procedures, technology, payment infrastructure, Vendor arrangements, applicable law, or business practices.
The latest version will be made available through the Fudchef Digital Ecosystem.
Material changes will take effect in accordance with applicable legal requirements.
Customers requiring assistance with an Order cancellation should contact Fudchef through the official Customer Care channels available within the Application.
Email: info@fudchef.com
When contacting Customer Care, Customers should provide the relevant Order Number and sufficient information regarding the cancellation request.
Customers are encouraged to contact Fudchef immediately when requesting cancellation, as delays may result in the Vendor commencing preparation or fulfilment and may affect cancellation and refund eligibility.
Fudchef recognizes that legitimate circumstances may occasionally require an Order to be cancelled.
Our cancellation process is therefore designed to balance the interests of our Customers with the legitimate costs and commitments incurred by Fudchef, participating Vendors, payment providers, and Delivery Partners once an Order has entered fulfilment.
Fudchef will assess legitimate cancellation requests professionally and fairly while maintaining appropriate safeguards against fraudulent claims, unreasonable cancellations, payment abuse, and losses arising after Vendors or delivery operations have committed resources to an Order.
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