1. Orders
- You can cancel an order in the app while the restaurant hasn't accepted it yet. Your card is only held until then, and the hold is released.
- Once the restaurant accepts, it starts preparing your food. Food is perishable and made for you, so the 14-day right to cancel under the Consumer Contracts Regulations doesn't apply to it.
- Collection orders: please collect on time. Food that isn't collected can't be refunded unless the restaurant agrees.
2. If the restaurant declines or cancels
If the restaurant declines your order, doesn't answer in time, or cancels it after accepting, you get your money back in full (or the hold on your card is released if you hadn't been charged).
3. Something wrong with your order
Open your Food order and choose Get help for non-delivery, missing items, wrong food, damage, lateness or food safety. Explain what happened and optionally add photos. Follow the status, add evidence and appeal a rejection. A person records the outcome and reason; automated scores never reject claims.
Depending on the facts and your statutory rights, remedies may include a full or partial refund or agreed redelivery. A restaurant has seven days after the claim opens to respond; this business response period does not limit your UK consumer rights or stop you asking us for help later. GPS, a photo or a PIN does not waive those rights. See customer terms for handover records and responsibility.
Pending card refunds are not yet complete. Failed refunds and bank chargebacks need reconciliation before another refund. For help outside the app, email support@myotgo.com with your order reference; never send card numbers or passwords.
Deliveries imported from another seller’s receipt and drivers’ own deliveries are external work. MyOTgo is not responsible for fulfilling them, requires no delivery PIN or proof, and does not handle them through MyOTgo order disputes. The driver may add an optional doorstep photo; this does not change responsibility. Raise problems with the external seller or delivery provider. Your statutory rights are unaffected.
4. Table bookings
Table bookings are for a set date and time, so the 14-day right to cancel doesn't apply. You can cancel in the app or by contacting the restaurant; if the restaurant took a deposit, its own rules (shown when you book) say if it is returned. If the restaurant cancels your booking, any deposit is refunded in full.
5. 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. Tips are refunded with a full refund.