Refund and cancellation policy

This policy applies to orders placed on the THE DOT website and app.

1. Cancelling your order

• After payment, your order is held for 45 seconds before it is sent to the branch.
• During those 45 seconds you can cancel it from the order screen and receive a full refund.
• Once the order has been sent to the branch, you can no longer cancel it yourself.
• Orders cannot be edited. To change an order, cancel it during the 45 seconds and place a new one.

2. Cancellation by THE DOT

THE DOT may cancel an order, for example if an item cannot be prepared or the branch cannot fulfil it. When we cancel an order, you receive a full refund to your wallet.

3. How refunds are made

• Cancelled orders are refunded in full. Partial refunds are not made.
• Wallet (default): the refund is added to your wallet as store credit straight away, in the currency of the order.
• Original payment method: when you cancel, you can choose to have the card payment refunded to your card instead. The time it takes to appear depends on your bank or card issuer.
• Any wallet credit used on the order is returned to your wallet.

4. Wallet credit

Wallet credit does not expire and can be used on future orders at branches in the same country. It cannot be withdrawn, transferred or exchanged for cash.

5. Rewards and Dots

• A reward used on a cancelled order is returned to your account with its original expiry date.
• Dots earned by a cancelled order are removed.

6. Collected orders

Once an order has been collected, it is not refunded. If there is a problem with your order, speak to the branch team when you collect it or contact us with your order number.

7. Payment failures

If your payment is declined, the order is not placed and you are not charged.