Refund & Cancellation Policy

Last updated: 5 November 2026. Because every EneDaw order is bought fresh for you from a local shop and paid in cash on delivery, our policy is simple and fair to both you and the rider.

1. Cancelling before a rider accepts. You can cancel free of charge at any time before a rider accepts your order.

2. Cancelling after a rider accepts. Contact us as soon as possible. If the rider has not yet bought the items, we will cancel without charge. If the items have already been bought, you may be asked to pay for them (not the delivery fee), because the shop will not take them back. Food orders cannot be cancelled once the restaurant has started preparing them.

3. If we cancel. If we cannot fulfil your order, for example because the item is unavailable, the shop is closed or no rider is available, we will tell you and nothing is charged. Where possible we will offer a replacement or let you edit the order.

4. Missing, wrong or damaged items. Check your order at the door. If something is missing, wrong or damaged, tell the rider immediately or contact us within 2 hours of delivery, with a photo if you can. We will replace the item, refund it in cash through the rider, or deduct it from the amount you pay. Items that have been opened or used cannot be refunded unless they were faulty.

5. Late delivery. Our 30-minute target is an estimate. If an order is seriously delayed, you may cancel it under section 2. We do not pay compensation for delays, but we may offer a goodwill credit at our discretion.

6. Age-restricted items. Cigarettes and other 18+ items are handed over only to an adult who can show valid ID. If ID cannot be shown, the item is not delivered and is not refunded, and the delivery fee is still payable.

7. Medicines. For safety, medicines are refunded or replaced only if they were wrong, damaged or past their expiry date on delivery. Please check the pack before the rider leaves.

8. Restaurant food. Report a wrong or poor-quality food order to the rider at the door or to us within 1 hour. Because food cannot be resold, refunds are decided together with the restaurant.

9. Welcome gift and promotions. Free items and discounts have no cash value and are not refunded. If an order that used the welcome gift is cancelled, the gift is treated as used.

10. Refused or unreachable deliveries. If you cannot be reached or refuse an order without a valid reason, the order is treated as a fake order: the delivery fee and the cost of goods already bought remain payable, and repeated cases lead to a block of the phone number or account.

11. How refunds are paid. All payments are cash on delivery, so refunds are settled in cash by the rider at the door, deducted from your order total, or credited to your next order. There are no card refunds because we do not take card payments.

12. Questions. Contact us through the Contact us page with your order number and we will sort it out quickly.