Cancellation and Refund Policies

The Cancellation and Refund Rules feature empowers brands to define clear, customizable policies for catering order cancellations—whether offering free, penalty-based, or non-refundable options. These rules apply across both self-service and account-managed workflows, helping brands:

• Minimize food waste
• Protect revenue
• Maintain transparency during checkout

Management Center Configuration

Configuration is available within the Catering Delivery and Catering Pickup order types, specifically under the Time Buffer settings page.

Order Refund Types

• Full Refund
• Partial Refund

Full Refund Configuration

Free Cancellation Period

Define how many hours before the scheduled order time a customer can cancel without incurring any charges.

Cancellation Penalty Period

Set the time window (in hours before the order) during which cancellations will incur a penalty fee. Refunds issued during this period follow the refund type settings.

Partial Refund Configuration

Refund Amount Options

• Percentage-Based: Refund a dynamic percentage of the deposit amount.
• Fixed Amount: Retain a fixed portion of the deposit regardless of total value.

Free Cancellation Period

Same as full refund: defines how far in advance a customer can cancel without penalty.

Cancellation Penalty Period

Same as full refund: defines when a cancellation will trigger a partial refund or fee.

Checkout Experience

At the bottom of the checkout page, customers will now see a Cancellation Policy section. This section:

• Pulls directly from MC configuration
• Clearly communicates the cancellation window
• Includes a “Read More” link to redirect customers to the brand’s full Terms & Conditions

Order Receipts

Receipts will reflect refund status based on MC configuration:

• Fully refunded
• Partially refunded
• Cancelled with no refund

Order Details View

Brands can view refund-related information in the Order Details Drawer:

• Refund status
• Refund type (full/partial)
• Applied cancellation rules

Navigate to:
MC > All Stores > Orders > Order Details