We understand that plans change. This page outlines how cancellations work on Gustara and what to expect if something goes wrong with your order.
1. Order Cancellation
Before the restaurant accepts
You can cancel your order at no charge if the restaurant has not yet accepted it. Use the order tracking page immediately after placing the order.
After preparation begins
Once the restaurant has accepted your order and started preparing, cancellation may not be possible. The restaurant has already incurred costs at this stage.
After dispatch
Orders that are already out for delivery cannot be cancelled.
2. Restaurant-Initiated Cancellations
In rare cases, a restaurant may cancel your order due to item unavailability, unexpected closure, or inability to fulfill within a reasonable time. In such cases, you will be notified immediately.
3. Issues with Your Order
If you receive wrong items, missing items, or food that does not meet reasonable quality standards, report the issue through the order tracking page or contact us at hello@gustara.xyz. Include your order number and photos if possible.
We will coordinate with the restaurant to investigate and resolve the matter. Resolutions may include a replacement, partial credit, or full resolution depending on the situation.
4. Refund Details
Our detailed refund process, including timelines and methods, is currently being finalized. Refund eligibility and processing will depend on the specific circumstances of each case.
For any order issues or refund inquiries, reach us at hello@gustara.xyz or through our Contact page. We review each case individually and work toward a fair resolution.
5. Changes to This Policy
This policy will be updated as we finalize our processes. The current version will always be available on this page.