Refund & Cancellation Policy

• Before our team starts placing it with the restaurant: cancel any time from the WhatsApp chat or the order page, and you get a full refund — including the delivery fee and the service fee.
• Once our team has started placing it: we may already have paid the restaurant, so it cannot be cancelled with a tap. Message us in the chat and we will try to cancel with the restaurant; if the restaurant has not started preparing it, you get a full refund.
• Once the restaurant has started preparing it, or it is out for delivery: the order can no longer be cancelled, except in the cases in section 2.

• We could not place the order with the restaurant (it is closed, does not deliver to your address, or declined the order) and you did not accept the alternative we offered.
• An item is sold out or its price changed and you did not accept the alternative or the new price — we never charge you more without your approval.
• The restaurant cancelled the order after we placed it.
• Your order never arrived.

If only one item is unavailable and you choose to go ahead with the rest, we refund that item.

If an item is missing, wrong, or damaged, tell us in the same WhatsApp chat within 24 hours of delivery, with a photo if you can. We review every case with the restaurant and refund the affected items, or the whole order if it was not usable.

The restaurant is responsible for how the food tastes and is prepared; we do not refund for personal taste, but we pass your feedback on to the restaurant.

• The money goes back to the card or wallet you paid with.
• If the order is cancelled on the same day you paid, the charge is usually voided before it settles, so it may never appear on your statement.
• Otherwise it usually takes 5 to 14 business days to appear, depending on your bank or wallet provider.
• If you prefer, you can take the amount as Butler credit instead, available immediately for your next order.

We start a refund within one business day of approving it, and tell you on WhatsApp when it has been issued.

• An order that could not be delivered because of a wrong address you entered, or because your phone was off or you did not answer the rider — see the Delivery Policy.
• An order you cancelled after the restaurant started preparing it.

The fastest way is the Butler chat on WhatsApp, where a person from our team can step in at any time. You can also email [email protected]. All contact details are at /contact.