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Refunds and cancellations

Last updated: 6 October 2026

This policy explains when and how you get your money back for a Khorak order. It is part of our Terms of Service.

Cancelled or rejected orders

You can cancel an order in the app until the restaurant accepts it. If you cancel, or the restaurant rejects the order, or we have to cancel it (for example because it cannot be delivered), a card or Apple Pay payment is refunded automatically and in full, including the delivery fee. You do not need to contact us.

If a card payment is not completed within 30 minutes, the order is cancelled and nothing is charged.

After the restaurant accepts

Once the restaurant accepts your order it starts preparing your food fresh, so the order can no longer be cancelled in the app. Food prepared for you and goods that spoil quickly are not covered by the 14-day cancellation right that applies to some online purchases. If there is a problem with your order, contact us and we will help.

Missing, wrong or damaged items

Contact us within 24 hours of delivery with your order number (for example #K7Q2P) and, if you can, a photo. We check with the restaurant and the rider. If we confirm the problem, we refund the items affected, or the whole order including the delivery fee if it never arrived.

How you are refunded

  • Card and Apple Pay: the money goes back to the same card you paid with. We start the refund the same day; your bank usually shows it within 5–10 business days. We refund the same amount you were charged; if your card is in a different currency, your bank’s exchange rate may make the final figure slightly different.
  • Cash: for orders paid in cash, we agree the refund with you directly, for example as a cash refund or a replacement order.
  • Vouchers and discounts: we refund what you actually paid. Voucher discounts are not paid out in cash.

Talk to us before disputing a payment

If something looks wrong on your card statement, please contact us first. We can usually sort it out the same day, which is much faster than a dispute through your bank. Khorak payments appear on your statement under the name Khorak or Carpal Plus LTD.

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