Cancellations & refunds

Request help

Contact sataybrotherpl@gmail.com with your order reference and the problem. For payment questions include the amount, time and transaction reference. Never send a bank password, PIN or OTP. A public order reference alone is not sufficient to authorise a refund; we may verify your identity and the original transfer.

What we assess

We assess cancellations against the current preparation stage. Change-of-mind requests after preparation starts may be declined. This does not remove remedies for unsafe, wrong, missing, misdescribed or otherwise nonconforming food, or orders we cannot supply. Report problems promptly to help investigation; this request does not impose a deadline extinguishing statutory rights. We will discuss an appropriate replacement, price adjustment or refund.

Expired orders, payments still being matched, part payments and excess or duplicate transfers require bank reconciliation. A cancelled order does not mean money genuinely received is forfeited.

How refunds are sent

PayNow refunds are sent separately through our bank. This SGQR cannot issue refunds automatically. A refund request or approval is not a completed transfer. The owner records the actual returned amount, outgoing bank reference and time after checking the transfer. Approved cash refunds are recorded after the cash is returned. When cash-drawer tracking is enabled, they use an open, funded drawer.

We return money to the verified original payer where feasible. An alternative recipient requires independent verification. We communicate the approved amount and expected processing time after reviewing the case; no instant refund is promised. Excess-payment refunds return the surplus while keeping a fully paid order active. A full refund cancels the order. Prepared food is not returned to sellable stock automatically.