This policy explains how cancellations and refunds work on Famishly. It forms part of our Terms of Service. Because food is perishable and made to order, cancellation timing matters; the exact amount you would get back is always shown on your order page before you confirm a cancellation.

How your payment is held

When you place an order, your payment is held securely and is only released to the Cook after the order is handed over. If pickup is never confirmed, the hold is released to the Cook automatically 24 hours after the scheduled pickup time. This protects both sides: you are not charged for an order that never happens, and the Cook is paid for food they prepared.

If the Cook cancels or declines

If a Cook declines your order or cancels it for any reason, you receive a full refund of everything you paid, including the service fee and any delivery fee. No action is needed on your part.

If you cancel

You can cancel from your order page. What you get back depends on how far along the order is and on the individual Cook's cancellation policy, which is shown at checkout:

Before the Cook accepts the order: full refund.
After acceptance, outside the Cook's notice window: full refund of the service fee and any delivery fee, and a refund of your deposit up to the Cook's stated percentage (a reservation deposit, 35% of the item total by default, may be partly retained).
Very close to the scheduled time (within the Cook's no-show window, 2 hours by default): the deposit is forfeited to cover ingredients and preparation already underway. The service fee and delivery fee are still refunded.

The precise refund figure for your specific order and timing is always displayed before you confirm.

Something went wrong with your order

If your order was not as described, was not ready, or there was a quality problem, contact the Cook through the in-app messages first. If it cannot be resolved, contact us at support@famishly.com and we will review the order and, where appropriate, issue a refund.

Card disputes

Please contact us before opening a card dispute; most issues are resolved faster directly. Where a refund is due, it is returned to your original payment method. Refunds are processed through Stripe and may take a few business days to appear, depending on your bank.

Contact

Questions about a refund? Email support@famishly.com.