Refunds

Refunds and cancellations.

What to do if an order is missing, wrong, late or not right, and how refunds work.

Draft for review. Prepared for Round in November 2026 and being checked before it is final.

Last updated 2 November 2026

This policy explains what happens when something goes wrong with an order or ride. It sits alongside your rights under the Consumer Guarantees Act 1993, which this policy does not limit.

Cancelling an order

  • Before the business accepts it: cancel any time and you get a full refund.
  • After it is accepted: the kitchen has started, so we usually cannot refund a change of mind. Contact us straight away and we will do what we can.
  • If the business or Round cancels (for example sold out, closing early or no driver available): you get a full refund, including any delivery fee.

Missing, wrong or damaged items

  • Tell us within 24 hours, with a photo if you can, through feedback and complaints, WhatsApp or hello@roundtown.co.nz.
  • We will refund the item or items affected, or arrange a replacement where that works for you.
  • If the whole order is unusable (for example spilled or the wrong order entirely), we refund the whole order including delivery.

Food quality

If food is not of acceptable quality (for example undercooked, spoiled or not as described), tell us within 24 hours with a photo. We will work it out with the business and refund or replace the item. For food safety concerns, please also tell us straight away so the business can check its food.

Late deliveries

Times are estimates. If an order arrives well after the time in your confirmation and we did not let you know, we will refund the delivery fee. If it is so late the food is no longer fit to eat, we treat it as damaged and refund the order.

When a refund may not be possible

  • The address, phone number or instructions given were wrong, or nobody was available to receive the order.
  • The order was correct and of acceptable quality and you changed your mind after it was accepted.
  • The problem was not reported within a reasonable time.

These limits never override your rights under the Consumer Guarantees Act.

Rides

Cancel before your driver arrives and you will not be charged. If the driver has arrived and waited and you cancel or do not show, a cancellation fee shown at booking may apply. If a driver cancels or does not arrive, you are not charged.

How refunds are paid

Refunds go back to the card you paid with, through Stripe. They usually show within 5 to 10 working days, depending on your bank. Cash and EFTPOS payments made in person are refunded by the business.