Refunds & cancellation policy
Consumer-rights and GDPR-compliant, with special rules for hot food — for refund/cancellation of your orders.
📋 General principle
Hot and quickly perishable food is not subject to the right of withdrawal under the Consumer Rights Directive (§ 312g para. 2 no. 2 BGB). Nevertheless, your satisfaction is important to us — under the following conditions, cancellation/refund/re-preparation is possible.
⏱ Cancel order
- ✅ Within 5 minutes after ordering, while the status is pending, you can cancel with one click.
- ⏸ After acceptance of the order (status=accepted), automatic cancellation is not possible; you must call the branch.
- 🚫 Once preparation has started, cancellation is excluded — to avoid food waste.
💳 Refund conditions
In the following cases, a full or partial refund is issued (via Stripe to the card used, 5-10 business days):
- 🌶 Wrong product delivered
- 🥶 Hot product delivered cold (reported within 30 minutes after delivery)
- ⚠ Wrong allergen information (outside the allergen list)
- 📍 Delivery address incomplete or not delivered at all
- 🛵 Delivery took more than twice the estimated time
📞 Our complaint process
- Call the branch (number on the branch profile page) or request a callback.
- If possible, document your complaint with a photo.
- If the branch cannot resolve the issue, reach us via the central contact form.
- Within 5 business days you will receive an official response; if a refund is approved, the amount will appear on your card account within 5-10 business days.
Legal note: Due to tax retention obligations, order data is stored for 7 years; your personal data is protected in accordance with our GDPR Privacy Statement. Disputes about refund/cancellation rights are resolved through the German consumer arbitration board.