Eligibility
Use My account → Current orders → Cancel order. Orders in every department can be cancelled before dispatch or store collection, with no fixed time limit. This also applies to existing orders that have not reached that stage.
Cancellation remains available during preparation and after driver assignment until the store hands the order to the driver for delivery. It ends at dispatch or store collection. Delivered, rejected or closed orders cannot be cancelled. Contact the store after that stage; a support message does not automatically cancel an order.
Reasons and completion
Choose lower price, changed mind, wrong items or quantities, address change, or Other with details. Cancellation applies to the whole order without an additional cancellation fee. Only server confirmation proves success. After a network interruption check the order or retry safely.
The store sees the reason, fulfilment stops, unstarted driver assignments are cancelled and the collection code is invalidated. Connected screens refresh within approximately 30 seconds; the server rejects stale actions immediately. POS-controlled or transferred stock requires reconciliation instead of assuming an external reservation was cancelled.
Payments
Cancellation and refund are separate. Administration verifies payment or authorization and arranges the amount due, including paid order charges, without deducting a cancellation fee in this flow. Refunds are not automatic and provider times vary.
History shows verification, refund pending or confirmed refund. A late payment never reopens a cancelled order; it opens payment follow-up. Uncollected cash needs no refund.
Repeated cancellations
A customer may make up to 10 cancellations in a rolling 24 hours. The 11th pauses new orders for 48 hours. A customer may make up to 30 cancellations in a rolling 30 days; the 31st pauses new orders for 7 days. The 7-day monthly rule wins if both limits are crossed together. Counts and a warning appear before confirmation. Store rejection, failed payment, failed delivery, returns and retries do not count. No retroactive penalties apply.
Sign-in, support, history, returns and existing orders remain accessible. Additional cancellations do not extend a same-level pause. If the monthly limit is crossed during a 48-hour pause, it is replaced by a 7-day pause measured from that monthly crossing. Administration can review an appeal and lift the pause, resetting previously counted incidents with an audit trail.
Support and rights
Self-cancellation requires the account that owns the order. Guests should contact support for ownership verification. An unverified phone number does not establish account ownership.
This operational policy does not remove rights for faulty, damaged or misdescribed goods or replace after-delivery returns and warranty policies. Use Help to request an administrative review and Store support for operational questions.