Refund and cancellation policy
Last updated: 2 Nov 2026
Draft. This text is waiting for legal review and may change before it is final.
This page explains when you can cancel an order and when you get your money back. BiteUp is operated by WALEED SOFTWARE HOUSE.
Cancelling an order
- You can cancel your order yourself within 60 seconds of placing it.
- After 60 seconds you cannot cancel in the app. If you still need to cancel, contact us. The restaurant may already be preparing your food.
- If you have not finished an online payment, the order is cancelled and nothing is charged.
When the restaurant cannot take your order
- If the restaurant rejects your order, your online payment is refunded.
- If the restaurant cancels an order after accepting it, your online payment is refunded.
- If the restaurant does not accept your order within about 8 minutes, the order expires and your online payment is refunded.
- If we cancel an order, your online payment is refunded.
Payments that do not go through
If an online payment fails, the order is not sent to the restaurant.
When delivery fails
- Cash on delivery: if we cannot deliver the order, you pay nothing, so there is nothing to refund.
- Online payment: if a rider has picked up the order and we cannot deliver it, our team reviews the case. Your money is refunded only after that review.
After delivery
A delivered order is not refunded automatically. If something is wrong with a delivered order, contact us with your order number and we will look into it.
How refunds are paid
- Refunds go back to the payment method you used.
- We send you a notification when the refund is made.
- We send the refund to the payment provider, which processes it as soon as it can. How long it takes to reach you depends on that provider.
Problems with a refund
If you think a refund is wrong or missing, email [SUPPORT EMAIL] with your order number.