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Cancellation & Refund Policy

Last updated: September 2026 · Version 2026-09-24

This policy explains when order-ahead pickups, prepaid table orders and gift pickups can be cancelled and refunded. It aims to be fair to guests and to protect restaurants from losing food they already prepared.

Order-ahead is prepaid

  • Every pickup order is prepaid by card, Apple Pay or Google Pay. There is no pay-at-pickup.
  • The order reaches the kitchen only after the payment provider confirms payment.

Free cancellation

  • You can cancel from the tracking page for a full refund before the restaurant starts preparing (the prep start time is shown to you).
  • Once preparation starts cancellation is no longer possible, because the food is being made for you.

Arrival time & delays

  • You choose your arrival time; the kitchen starts preparing ahead of it so your food is fresh.
  • You can tap "I'll be 10 min late" up to twice, and only before preparation starts.
  • Tap "I'm here" when you arrive; cold drinks and time-sensitive items are prepared on arrival.

No-shows

  • The restaurant holds your order for a period it sets (60 minutes by default) after your arrival time. After that it is marked "not picked up" and is not refunded, because the food was already prepared.
  • Repeated no-shows may require prepayment on your future orders at the same restaurant.

Restaurant cancellations & automatic refunds

  • If the restaurant has auto-cancel turned on and does not accept your paid order within its time limit (shown on your order page), it is cancelled and fully refunded automatically.
  • If the restaurant cancels your order for any reason (e.g. an item sold out), you are fully refunded.
  • Refunds appear on your statement according to your bank, usually within 5–10 business days.

Handover with a code

  • Your order page shows a 4-digit pickup code. The order is handed over only with this code and the time is recorded.
  • Share the code only with restaurant staff at pickup.

Payment disputes

  • Before disputing with your bank, contact the restaurant or us so we can help. We keep the order record (payment, arrival time, code handover and your acceptance of this policy) as evidence in any dispute.
  • Contact: hello@menova.ae