Refund & Cancellation Policy

Key Terms

• Customer — Any person placing food orders through Hyst.uk or app.hyst.uk.
• Restaurant Partner — A restaurant registered on Hyst.uk.
• Order — Food items purchased through our platform.
• Payment — Amount paid online for food orders and applicable charges.

Order Cancellation Policy

Customers may cancel an order only before the restaurant accepts or starts preparing the order.

Once food preparation has started, cancellation may not be possible and refund eligibility may be limited.

• Restaurant item unavailability
• Incorrect pricing or menu information
• Payment verification failure
• Delivery service limitations
• Unexpected operational issues

Refund Policy

Refunds may be considered if:

• Payment was deducted but the order was not confirmed.
• The restaurant cancelled the order.
• Ordered items became unavailable.
• Duplicate payment occurred.
• A verified service issue occurred.

Refund requests are reviewed by Hyst.uk support and processed according to payment provider timelines.

Non-Refundable Cases

• Incorrect delivery address provided.
• Customer unavailable during delivery.
• Customer changes mind after preparation starts.
• Delays outside platform control.
• Incorrect order placed by customer.

Restaurant Partner Responsibility

Restaurants are responsible for maintaining accurate menus, prices, food availability, preparation standards, packaging, and order fulfilment.

Complaints relating to food quality, ingredients, or hygiene may require investigation before refund approval.

Refund Request Process

To request a refund, please provide:

• Full Name
• Email Address or Phone Number
• Order ID / Transaction Reference
• Restaurant Name
• Reason for Refund Request
• Supporting Images (if applicable)

Our support team aims to respond within 7 working days.

Payment Issues

If payment is deducted but your order is unsuccessful, please contact support for verification and refund review.

Policy Updates

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