Refunds, Cancellations & Order Issues

Refunds, Cancellations & Order Issues

Effective date: 12 October 2026

1. What this policy covers

This policy explains how customers can cancel a PrepOrder order, what happens to a payment when an order is cancelled, how to report a problem with food or fulfilment, and what to expect while a refund is being processed.

The restaurant shown on an order is the business that sells the food to you. The contract for the food is between you and that restaurant. PrepOrder is operated by PrepStak Technologies Limited and provides the digital platform used to discover restaurants, place orders, transmit order details and facilitate the payment options shown in the app or website. A restaurant is responsible for the food it sells and for preparing, handing over or delivering an order it accepts. PrepOrder does not currently provide its own delivery service; where delivery is offered, the restaurant arranges and fulfils it.

This policy describes PrepOrder's standard in-app cancellation and refund process. It does not take away any right or remedy that applicable law gives you. If a legal right applies to your order, that right takes priority over a narrower in-app rule.

2. Cancelling an order before payment

You may cancel an order that is still awaiting payment through the cancellation option in your order details. If the payment provider has not successfully collected payment, there is no payment to refund.

Sometimes a payment notification arrives after an unpaid order has expired or been cancelled. If the payment provider confirms that money was collected after the order had already closed, PrepOrder records the late payment and requests a refund of the amount received. A late payment does not automatically reopen the cancelled order. You will be notified when the refund has been requested or approved, as applicable.

If a payment fails, do not assume that a displayed order is paid until the payment status confirms it. If money appears to have left your account but PrepOrder shows no successful payment, contact us with the order number and the payment reference, if you have one.

3. When the restaurant cannot fulfil an order

If a restaurant rejects a paid order before accepting it, PrepOrder records the rejection and requests a full refund of the amount paid for that order. This also applies when the restaurant does not respond to an order by the applicable acceptance or confirmation deadline and the platform cancels it for that reason.

If a restaurant or PrepOrder is responsible for cancelling a paid order because it cannot be fulfilled, the standard platform process is to refund the full amount paid for the order, regardless of how far the order has progressed. A full refund covers the amount charged for that order, including a delivery charge included in the amount paid.

The refund is recorded against the successful payment and routed back through the payment provider that collected it. A refund may first show as requested or pending while the payment provider processes or confirms it. A request or pending status means that the refund process has started; it does not necessarily mean that the funds have already appeared in your account.

4. When you ask to cancel a paid order

The stage of preparation affects the standard in-app cancellation amount:

• Before the restaurant starts preparing the order: you may cancel a paid order while it is awaiting restaurant acceptance or has been accepted but preparation has not started. The standard in-app refund is the full amount paid.
• Scheduled orders: the order details may show a cancellation deadline. Before the kitchen begins preparation, the standard in-app cancellation refund is the full amount paid. After preparation begins, the preparation-stage rule below applies.
• After preparation has started: under the current default in-app policy, a customer-requested cancellation normally does not receive a refund. PrepStak may configure a partial refund for a particular market or order stage; if a different amount applies, the cancellation or support process will explain the available amount.
• Once the order is ready, has gone out for delivery, has been handed over, or is complete: the standard in-app customer cancellation option is not available. If something went wrong, use the order issue process below. A complaint about non-delivery, missing or incorrect food, food condition or another failure is assessed as an order issue, not simply treated as a change-of-mind cancellation.

An order that is still unpaid can be cancelled without a refund because no successful payment has been recorded. For a paid order, the refund amount is based on the refund decision for the order and any refund already made for it. A previous refund is not automatically repeated.

These stage rules describe the standard in-app process and do not decide whether a separate statutory cancellation right applies. Contact us if you want to rely on a legal right that is not available through the order screen.

5. Reporting a problem with an order

Contact the restaurant and PrepOrder promptly if an order is missing, incomplete, incorrect, materially different from what you ordered, not delivered, not available for pickup, substantially delayed, or if you have a concern about its condition or safety. For an urgent food-safety concern, stop eating the food and contact the restaurant and PrepOrder as soon as you can.

Tell us the order number, what happened, when it happened, and what outcome you are requesting. Where useful and safe, include a clear photo of the item or packaging, a payment reference, or the relevant messages with the restaurant. Do not delay reporting a problem while trying to gather evidence. Keep any original receipts or packaging if they may help the restaurant or PrepOrder understand the issue.

The restaurant may need to explain what it prepared or delivered, and PrepOrder may check order records or payment-provider information. We may ask you for further details and may share the relevant parts of your report with the restaurant so it can respond. We will consider the information available, the nature of the problem, the order record, the restaurant's response and any rights you have under applicable law.

Depending on the facts and the law, a resolution may include correcting an order where possible, arranging a replacement, a partial refund for an affected part, a full refund, or another appropriate remedy. A report does not automatically guarantee a particular outcome, and no standard in-app cancellation rule removes a remedy that the law requires. The restaurant remains responsible for the food it sells and for its own fulfilment. PrepStak remains responsible for the platform and payment processes it operates.

6. Pickup, delivery and collection problems

For pickup, check the restaurant location and collection time shown in the order. If the restaurant says the order is ready but you cannot collect it, or you expect to arrive late, contact the restaurant promptly using the order details or contact PrepOrder for help.

For delivery, the restaurant is responsible for arranging its delivery and using its own rider or delivery arrangements. Check that the address and contact details on the order are correct and keep your phone available where possible. If the order does not arrive, goes to the wrong address, or arrives with a substantial problem, report it promptly to the restaurant and PrepOrder. PrepOrder can help route and review the complaint, but the restaurant remains the food seller and delivery provider.

If you are not present for a pickup or delivery, contact the restaurant as soon as you can. Whether a refund is available depends on what happened, the order's preparation and fulfilment status, any applicable arrangement with the restaurant, and your statutory rights. An order marked ready or handed over cannot normally be cancelled through the standard in-app cancellation flow.

7. How we review refund requests

Use the cancellation or order issue controls shown for the order when available. If the relevant option is unavailable, or you need to report a problem after the order is ready or complete, contact PrepOrder using the details at the end of this policy. Include your order number and explain the issue clearly.

We review refund requests within one business day and will email you again when the refund has been approved or when we need more information. This is the target for our review and approval process; it is not a promise that the funds will appear in your bank, card or mobile-money account within one business day.

Refunds are returned through the payment provider that collected the original payment, where the provider supports that route. A payment provider may require additional processing or manual approval. Once PrepOrder or the provider confirms that a refund has been approved or sent, the provider, bank or mobile-money service may take additional time to show the credit. Mobile-money refunds can take a few more days to appear. Timing depends on the provider and your financial institution.

If a refund cannot be requested automatically, PrepOrder may need to arrange manual processing. We will update the refund record and contact you when we have an approval or other material status update. If a provider reports that a refund failed, contact us so we can review the payment reference and the next available step.

8. Duplicate payments and payment reversals

If the payment provider confirms that the same order was paid more than once, PrepOrder records and requests a refund for the extra successful payment. If a payment is confirmed after the related order has expired or been cancelled, PrepOrder records and requests a refund rather than reopening the order. The provider remains the source of confirmation that money was collected or returned.

If you see an unfamiliar charge or believe the payment amount is wrong, contact PrepOrder with the order number and payment reference. You may also need to contact your payment provider or bank, particularly if the transaction does not appear in PrepOrder or the provider's account statement.

9. Your statutory rights

This policy works alongside Uganda's Electronic Transactions Act, 2011, the Sale of Goods and Supply of Services Act, 2018, and other applicable law. Under the Electronic Transactions Act, a consumer may have a right to cancel an electronic transaction within seven days after receiving the goods or services or after concluding the agreement, and, where that right applies and payment has been made, to receive a full refund within 30 days after cancellation. The Act also sets out rights and remedies for goods or services that do not conform to the contract. The right and remedy that apply can depend on the transaction, the type of food or service, how and when it is supplied, and any statutory exception.

Nothing in this policy excludes, limits or replaces a statutory right or remedy that applies to you. If you believe that a statutory cancellation or refund right applies even though the app does not offer a cancellation button, contact us in writing at the email address below and identify the legal or practical issue. We will review the request under applicable law. If a statutory rule gives you a refund, the statutory time limit applies even if the payment provider takes additional time to display the credit.

10. Contact PrepOrder

For a cancellation, refund, delivery or food-order issue, contact PrepStak Technologies Limited:

Email: customer@prepiq.net

Telephone: +256 709 802 259

Address: Dubai, Makindye II, Makindye Division, Kampala, Uganda

Please provide your PrepOrder order number and the email address or phone number associated with your account. Do not send your password, mobile-money PIN, full card number or card security code.