Refunds and cancellations

You can cancel free of charge until the cut-off time for your cooking day. The cut-off is shown on the seller's page, at checkout and on your order page (for example, "Orders close Fri, Nov 13 at 6:00 pm").

To cancel, open the order link in your confirmation email and choose "Cancel order". You get a full refund: the food, any delivery charge and the $2.00 service fee.

After the cut-off, the seller has bought ingredients and started preparing your food, so you can no longer cancel the order yourself. If something has come up, message the seller. They may agree to cancel and refund you, but they are not required to.

A seller can cancel an order at any time before it is completed, for example if they are ill or an ingredient is unavailable. If that happens we email you straight away and you are refunded in full, including the delivery charge and the $2.00 service fee.

An e-Transfer order that is not paid within the time shown on your order page may be cancelled automatically. Nothing is owed and nothing is charged. If you had already sent the money, see section 4.

Refunds for orders paid by card, Apple Pay or Google Pay go back to the same card automatically. We start the refund when the order is cancelled. Banks usually take 3 to 5 business days to show it on your statement; some take a little longer. You do not need to do anything.

If 10 business days have passed and you still do not see it, email info@dish.ly with your order number.

When you pay by Interac e-Transfer, your money goes directly to the seller, not to Dish.ly. So the seller refunds you directly, normally by sending an e-Transfer back to you for the full amount you sent, including the $2.00 service fee.

Dish.ly cannot send or reverse an e-Transfer. If a seller has not refunded a cancelled e-Transfer order within 3 business days, message them first, then email us and we will follow up with the seller.

The courier charge is refunded only if no courier was sent. If your order is cancelled before a courier is booked, the courier charge is refunded with everything else.

Once a courier has been dispatched, the courier service charges for the trip whether or not the delivery is completed, so that charge is not refundable where the delivery failed because the address was wrong or nobody was available to receive it. If the delivery failed for a reason on the seller's or courier's side, tell us and we will sort out a fair result.

The seller made your food and is responsible for it, so start with them:

• Contact the seller first, as soon as you can and ideally the same day. Use "Message the seller" on your order page or reply to your confirmation email. Say what was wrong (missing item, wrong dish, not ready, quality) and add a photo if it helps.
• The seller decides how to put it right: a replacement, a partial refund or a full refund. Most problems are solved this way within a day.
• Then contact Dish.ly if you cannot reach the seller within 2 days or cannot agree: email info@dish.ly with your order number, what happened and any photos. We will look at both sides and, for card orders, can issue a refund where the order was not provided as described.

Please use this process before disputing a charge with your bank. A dispute takes weeks; we can usually resolve things in days.

If food made you ill or you had an allergic reaction, get medical help first. Then tell the seller and us. You can also report it to your local public health unit.

• You changed your mind after the cut-off.
• You did not pick up your order in your window, or nobody was available for the delivery, and the food was ready on time.
• You gave a wrong address or contact details.
• A matter of personal taste, where the dish matched its description.

Sellers may still choose to help in these cases. Nothing here limits rights you have under Ontario consumer protection law.