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Cancellation policy

Last Updated: 26-01-2025

At FoodLab, we strive to provide a seamless and reliable service for all users. However, we understand that unforeseen circumstances may lead to the need for order cancellations. This Cancellation Policy outlines the terms and conditions for canceling orders placed on our platform, ensuring transparency and fairness to all stakeholders, including users, restaurants, and delivery partners.

1. General Cancellation Rules

  • Users can cancel an order through the FoodLab app or website, subject to the conditions outlined below.
  • Cancellations may be subject to fees or restrictions based on the order status and time of cancellation.

2. Cancellation by Users

2.1. Eligibility for Cancellation

  • Orders can be canceled free of charge if the cancellation is made before the restaurant starts preparing the order.
  • Once the restaurant begins food preparation, cancellations are not eligible for a full refund.

2.2. How to Cancel an Order

  • Navigate to the “My Orders” section of the app or website.
  • Select the order you wish to cancel and click on “Cancel Order.”
  • Confirm the cancellation request.

2.3. Refunds for User Cancellations

  • If the order is canceled before preparation starts, a full refund will be processed.
  • If the order is canceled after preparation has begun, the refund will be adjusted to exclude the cost of prepared items and any applicable delivery fees.
  • For full details on refunds, please refer to our Refund Policy.

3. Cancellation by FoodLab or the Restaurant

3.1. Reasons for Cancellation

FoodLab or the restaurant may cancel an order due to:

  • Unavailability of menu items.
  • Issues with payment processing.
  • Delivery address falling outside the service area.
  • Technical errors or system malfunctions.

3.2. Refunds for Cancellations by FoodLab or the Restaurant

  • If an order is canceled by FoodLab or the restaurant, the user will receive a full refund of the amount paid.

4. Cancellation by Delivery Partners

4.1. Reasons for Cancellation

Delivery partners may cancel an order due to:

  • Inability to contact the user at the delivery location.
  • Unsafe or inaccessible delivery address.

4.2. Refunds for Cancellation by Delivery Partners

  • If a delivery partner cancels an order due to user-related issues (e.g., incorrect address or unavailability), no refund will be issued.

5. Non-Cancellable Orders

Orders cannot be canceled under the following circumstances:

  • The delivery partner has picked up the order from the restaurant.
  • The order contains custom-made or special-request items that are already being prepared.

6. Cancellation Fees

In certain cases, a cancellation fee may apply to cover costs incurred by FoodLab, restaurants, or delivery partners.

  • Cancellation Fee Amount: The fee will be calculated based on the stage of order preparation and delivery.
  • Cancellation fees, if any, will be displayed at the time of cancellation.

7. Force Majeure Cancellations

In the event of unforeseen circumstances beyond our control (e.g., natural disasters, strikes, or severe weather conditions), FoodLab reserves the right to cancel orders. A full refund will be issued in such cases.

8. Steps to Avoid Cancellations

  • Verify Your Details: Double-check your delivery address, contact information, and order details before placing an order.
  • Order Early: Place your orders during non-peak hours to avoid delays or errors.

9. Disputes and Escalations

If you believe a cancellation or refund was unfairly denied, you may escalate the issue by contacting our customer support team. Disputes will be reviewed on a case-by-case basis.

10. Amendments to the Cancellation Policy

FoodLab reserves the right to modify or update this Cancellation Policy at any time. Changes will be communicated through the Platform, and the updated policy will take effect immediately upon posting.

11. Contact Us

If you have any questions or concerns about this Cancellation Policy, please contact us at:
Email: support@foodlab.com
Phone: [--- --- --- ----]
Address: No. 11 Apeja Odomola, Epe 106101, Lagos, Nigeria

Thank you for choosing FoodLab! We are committed to providing you with a reliable and satisfactory experience.