This policy explains what happens when an order is cancelled or not collected. Because FoodsTT does not process online payments in this first version, there is no money to refund — you pay the restaurant directly at pickup. Instead, cancellations and no-shows affect your FoodsTT reputation, which protects restaurants from wasted food and time.
1. The cancellation stages
Penalties depend on how far along the order is when it is cancelled:
- Before the restaurant accepts — you may cancel freely, with no penalty.
- After the restaurant accepts, before your final confirmation — you may still change or cancel freely, with no penalty. Nothing is being cooked yet.
- After you confirm and preparation begins — a cancellation reduces your reputation points, because the restaurant has started making your food.
- After the order is marked Ready — a customer-caused cancellation carries a higher reputation penalty, because the food is complete.
- No-show — the strongest penalty, plus the right to appeal.
2. How a no-show is decided
A no-show is never automatic just because a pickup time passed. For an order to be marked no-show, it must have been accepted, confirmed by you, prepared and marked Ready, the pickup window must have passed, and the restaurant must manually confirm that you did not collect. When a no-show is recorded, you receive an app notification and email, your points are reduced, and depending on your reputation you may face a temporary ordering timeout.
3. When you carry no penalty
If the restaurant causes the problem, you are not penalized. This includes a restaurant-caused cancellation, a case where the restaurant materially changes your order, and, depending on the rule, a major restaurant delay. In those situations you may cancel without any effect on your standing.
4. Appeals
Every no-show and restriction comes with an Appeal button. When you appeal, an administrator can review the evidence, reverse the no-show, restore your points, and lift or reduce the restriction. Separately, a restaurant can waive a customer penalty whenever the circumstances justify it. The goal is fairness: mistakes and genuine emergencies should not permanently damage your account.
5. About refunds
There are no monetary refunds through FoodsTT in this version because there are no online payments yet — all payment happens directly between you and the restaurant at pickup. If online payments launch in a future version, a monetary refund policy will be published and linked here before it takes effect.
6. Contact
If you believe a penalty was applied unfairly and the in-app appeal did not resolve it, contact info@sovdigitalgroup.com.