Refunds & cancellations

Last updated: 27 September 2026

This page summarises how refunds, cancellations and disputes work on Orbit Delivery. The full rules are in our Customer Terms and, for shops, in the Shop Services Agreement each shop signs when it joins.

If you ordered food from a shop

Your order is with the shop, which is the seller of the food. Orbit provides the ordering page, takes the payment on the shop’s behalf and, where the shop uses Orbit riders, arranges the delivery.

• Wrong, missing, damaged or poor-quality food: contact the shop within 24 hours using the phone number on your order page, and keep the food and packaging if you can. Under the Consumer Rights Act 2015 you are entitled to a refund, replacement or price reduction for items that are not as described or not of satisfactory quality.
• Cancelled orders: if the shop or Orbit cancels your order after you have paid, you are refunded in full.
• Delivery problems (very late, wrong address, rider behaviour): email us at support@orbitdelivery.co.uk with your order number and we will investigate with the rider and the shop.
• How refunds are paid: to the original payment method, normally within 5–10 working days.
• When no refund is due: collection orders not collected within one hour of being ready, and deliveries where the rider could not reach you after reasonable attempts (normally two calls and a 5-minute wait at the address).

If you are not happy with the outcome, email us and we will look into it. You can also contact your card provider.

If you are a shop using Orbit Delivery

• Subscription: £29 per month, paid monthly in advance by Direct Debit, plus 50p for each delivery dispatched through the Orbit app. We are not VAT-registered, so no VAT is added.
• Cancelling: give at least 30 days’ written notice by email. Any minimum term and early-exit charge are set out in your Shop Services Agreement.
• Price changes: we give at least 30 days’ written notice. If you do not accept an increase, you can leave without an early-exit charge before it takes effect.
• Refunds to your customers: you decide customer refunds in your dashboard. Card processing, refunds and chargebacks run through your own Stripe account.
• Problems caused by an Orbit rider: if an order is lost, damaged or badly delayed because of an Orbit rider, report it in the dashboard within 48 hours and we will credit you as set out in your agreement.
• Querying a charge: email support@orbitdelivery.co.uk. Any amount taken in error is refunded in full.

Contact

Orbit Delivery Ltd, 2nd Floor, College House, 17 King Edwards Road, Ruislip, HA4 7AE · support@orbitdelivery.co.uk