Refund Policy

Last updated: 02.10.2025

Definitions

Order — a set of dishes placed by the user for delivery to the specified address and at the specified time.

“Cooking” status — the restaurant has not yet fulfilled the order; a courier has not been assigned.

Time until delivery — the difference between the current time and the delivery time shown in the app.

We/Service — MB “Valgome”, registration code 307309995, address: J. Savickio g. 4-7, LT-01108 Vilnius.

When a refund is available

A full refund is available in any case if no more than 3 minutes have passed since the order was created.

If more than 3 minutes have passed, a refund is available only if both conditions are met:

• there are at least 60 minutes left until the delivery time;
• and the order is still in “Cooking” status (not prepared/not handed to a courier).

Restaurant rejections and item unavailability

The restaurant may reject individual dishes (e.g., due to lack of ingredients).In case of a partial rejection:

• a partial refund is issued for the rejected items and a proportional part of service/package fees, if applicable.

In case of a full rejection of the entire order — a full refund of the order amount and service fees is issued.

What is non-refundable

• The cost of the order after a courier is assigned to the order.
• Tips (if left voluntarily).
• Promo codes — not refundable, but may be reactivated at our discretion if the cancellation is due to the restaurant/service.
• Custom/special items prepared to a unique request (except in cases of defect or complete non-delivery).

Quality and completeness

If the order is delivered with missing items, obvious defects, severe damage, or significant deviations from the order:

• notify us within 30 minutes after delivery via support email and attach photos/videos;
• based on the review, we may offer a partial or full refund or a promo code.

Delivery failures and delays

If the delivery delay exceeds 60 minutes beyond the upper bound of the promised window and the reason lies with the restaurant/service, we may offer a partial refund, a promo code, or a cancellation with refund (if the order has not yet been delivered).

Force majeure (emergencies, severe weather, etc.) may limit compensation options.

How to request a refund

You can request a refund as follows (provided the conditions in Section 2 are met):

1. Open the relevant order in the app.
2. Click “Cancel order” — the system will verify the criteria.
3. Confirm the action.

If automatic cancellation is unavailable — contact support.

Timing and method of refund

Refunds are issued via the same payment method used for the order.Posting times depend on your bank/payment system (typically 5–10 business days). We initiate the refund immediately after approval.

Protection against abuse

We reserve the right to deny a refund and/or restrict access to the service if we detect signs of fraud, systematic unfounded requests, or violations of this Policy.

Changes to the Policy

We may update the Policy. The current version is always available on our website. Material changes will be communicated with an additional notice.

Contacts

Support: [email protected]

Legal address: J. Savickio g. 4-7, LT-01108 Vilnius