An item is missing from my delivery, what should I do?

For Nando's delivery orders, Nando's help centre sends you to its **dedicated Nando's team on 020 399 11782**. If you ordered through the Deliveroo app, use **Order Help** on that order and select the missing items. Deliveroo usually refunds just the missing item rather than the whole order, so add a photo of what arrived and your receipt. If the missing item ruined the meal (for example, a whole main), say so and ask for a larger refund in writing.

Why has my order been cancelled?

Restaurants sometimes cancel orders because of stock, capacity, or no rider being available. Nando's says that if your delivery order was cancelled unexpectedly, you should contact **Deliveroo Customer Service via the Help link in your email**, because Deliveroo runs Nando's delivery. Deliveroo issues a full refund to your payment method for cancelled or rejected orders, but your bank may take extra time to release the pending amount. If it hasn't appeared after a few working days, email customersupport@deliveroo.co.uk with the order number.

Can I get my money back if I want to cancel?

For **Deliveroo Plus**, yes, if you ask within the first **14 days of your paid period**. After that, Deliveroo doesn't refund a change of mind, and annual plans aren't pro-rated, though you keep your perks until the term ends. Cancel under **Account → Deliveroo Plus**, then ask for the refund through Customer Care or customersupport@deliveroo.co.uk. Food orders work differently: refunds are only for faults like missing, cold, late or wrong items.

How do I check the status of my refund?

Deliveroo refunds follow how you paid. If part of the order was paid with Deliveroo credit, that share comes back as **credit**, and only the card-paid share goes back to your card. Card refunds can take a few working days depending on your bank. If the split looks wrong, or nothing has arrived, Deliveroo's FAQ says to use **Contact Us**. Keep a screenshot of the refund confirmation from Order Help in case you need to escalate.

Will I still be charged after cancelling Deliveroo Plus?

You shouldn't be. Once you cancel, Plus stays active until the end of your current billing period and isn't renewed. Monthly plans bill on the same date each month, so cancel **before** that date to avoid the next charge. Some users say cancellations didn't go through, so screenshot the confirmation and check your subscription status a few days later. If you're charged after cancelling, email customersupport@deliveroo.co.uk with the screenshot and ask for a refund.

Does deleting the app cancel my subscription?

No. Deleting the Deliveroo app doesn't touch your Plus subscription, and deleting your account may not stop billing either. Users report being charged after deleting their accounts. Cancel first under **Account → Deliveroo Plus → Cancel subscription** on the web or in the app, wait for confirmation, and only then delete your account if you want to. If you got Plus Silver through Amazon Prime, manage it from your Amazon account instead.

Is there a cancellation fee?

No. Deliveroo doesn't charge a fee to cancel Plus, monthly or annual. The catch is timing. Monthly plans renew automatically on the same date each month, and annual plans run to the end of the paid year with no pro-rata refund. For food orders there's no cancellation fee as such, but once the restaurant has started cooking, Deliveroo may refuse the cancellation and you'll still pay for the food.

Deliveroo support isn't answering my complaint, how can I escalate it?

Submit it again through **Order Help** so it's logged against the order, then put it in writing to **customersupport@deliveroo.co.uk** (the contact address in Deliveroo's Terms) with your order number, photos, and the outcome you want. You can also DM @DeliverooHelp on X with your account email and order number. If you still get no fair answer, a card chargeback is a realistic option for orders that weren't delivered or weren't as described.

REFUND GUIDE

How to Get a Deliveroo / Nando's Refund.

Inside 14 days their own policy is on your side; statutory cooling-off rights may stack on top. Outside it, you've still got tools, a clear email, a card-issuer chargeback, the lot. Here's the playbook for Deliveroo / Nando's.

Last verified 18 days ago against Deliveroo / Nando's’s own Terms · UK, US, and EU rights covered below

The short answer

Deliveroo Plus subscription fees (Gold monthly or annual) are fully refundable if you ask within 14 days of the paid period starting. After that there's no change-of-mind refund, annual plans aren't pro-rated, and your perks continue until the term ends. Nando's food orders delivered by Deliveroo have no fixed window: report missing, wrong, cold, damaged or very late items through Order Help (or Nando's dedicated delivery line). Refunds follow the mix of credit and card you paid with, and refunds for single missing items are usually partial. For Nando's orders placed today, Nando's says to call the restaurant's Manager on Duty.

Or let yoink chase the refund.

30 seconds to set up. yoink emails Deliveroo / Nando's, cites the policy, escalates if ignored, and surfaces the win when the money lands.

Get yoink (App Store) →

What Deliveroo / Nando's actually says

“You can request a full refund within the first 14 days of your paid period. If you cancel after this 14 day cooling off period, you will not be refunded for a change of mind.”
, verbatim from Deliveroo / Nando's’s terms

14-day cancellation windowPro-rata refund: noStatutory cooling-off: 14 days in UK + EU on new subs

How long does a Deliveroo / Nando's refund take?

Most merchants agree to a straightforward refund within 1 to 3 working days of a well-written email request. Once agreed, the money itself takes another 3 to 5 working days to land, that part is card-network processing and no merchant can skip it. If nothing has arrived 10 working days after a written “refund approved”, reply on the same thread asking for the ARN (acquirer reference number), which your bank can trace.

Note Deliveroo / Nando's’s own policy works on a 14-day window, ask inside it and the request is routine; outside it you’re relying on goodwill or statutory rights.

What you can claim

The law where you live is the strongest hook, lead with it when you contact the company.

United Kingdom

Consumer Contracts Regulations 2013
Full refund within the 14-day window.
Inside 14 days of starting any Deliveroo / Nando's subscription, you’re entitled to a full refund of any payment taken, no questions, no policy override.
Citizens Advice + Trading Standards
For repeated bad-faith refusals.
Free escalation lane: file with Citizens Advice (08082231133), they pass it to Trading Standards. Slow (8-12 weeks) but creates a paper trail Deliveroo / Nando's can’t ignore.

Worldwide

Card-issuer chargeback
Visa/Mastercard chargeback works everywhere they do.
Open a chargeback for “subscription not cancelled” or “services not as described”, your bank initiates, Deliveroo / Nando's has ~45 days to defend. Works regardless of where Deliveroo / Nando's is headquartered.
PayPal Buyer Protection
If you paid via PayPal, open a dispute.
PayPal’s Buyer Protection covers “item not as described”, applies to services that didn’t deliver. Resolution typically within 20 days.

Rights in other regions (United States, European Union)

United States

Fair Credit Billing Act (FCBA)
Dispute any credit-card charge in writing within 60 days.
For US credit-card payments, the FCBA gives you 60 days from the statement date to dispute a Deliveroo / Nando's charge in writing. Your card issuer is required to investigate and may withhold the disputed amount during the process.

European Union

Consumer Rights Directive 2011/83/EU
14-day withdrawal across all EU member states.
EU-wide statutory right to withdraw and recover any payment within 14 days of subscription start. Mirrored in local law in every EU country.
ECC-Net cross-border escalation
EU Consumer Centre network mediates against EU sellers.
If Deliveroo / Nando's is based in another EU country, your local European Consumer Centre will mediate the dispute for free. List of national contacts at commission.europa.eu.

The 4-step refund email

Email the right address
Use customersupport@deliveroo.co.uk, the route yoink has verified actually gets read for Deliveroo / Nando's.
Use a clear subject line
Subject: Refund Request, [your account email]

Send this body

Hi Deliveroo / Nando's team,

I'm requesting a refund of the recent charge on my subscription, account [your account email].

Under the Consumer Contracts Regulations 2013, I'm entitled to cancel this contract by notice through the same channel it was formed in. Please confirm by reply that the refund will be processed to my original payment method.

Best,
[your name]

Wait 7-14 days, then escalate
If you haven’t heard back in 14 days, escalate via the regional route above, a card-issuer chargeback works in every market.

Refund FAQ for Deliveroo / Nando's

It depends where you ordered. For a **Nando's order placed today** on nandos.co.uk, Nando's says to call the restaurant you ordered from and ask for the **Manager on Duty**. For older orders, use Nando's Customer team contact form. For orders placed **in the Deliveroo app**, go to the person icon → **Orders** → pick the order → **Order Help**, and report missing, wrong, cold or damaged items with photos. If the in-app answer is a low partial refund, reply in writing to customersupport@deliveroo.co.uk and quote your order number.