Can I cancel my Nando's order after placing it?

Only if the restaurant hasn't received the order yet. Per Nando's terms: *'No refund will be permissible if the attempt to cancel is made after the restaurant has received the Order.'* In practice that's a window of seconds to a minute or two. Call the restaurant directly — the central email is too slow. If you cancel in time but the payment has already been taken, Nando's will refund within 10 working days.

What happens if I don't collect my Nando's order?

If you don't collect a Collection order within **30 minutes** of your indicative collection time, it's disposed of and you don't get a refund. For Delivery orders, if you (or your authorised representative) aren't there to take delivery within **5 minutes** of the Deliveroo driver arriving, the delivery is aborted and no refund is issued. Always go to the right restaurant and keep your phone on.

How do I complain about a Nando's order or visit?

Two routes. **Same-day issues** (cold food, missing items, poor service): speak to the Manager on Duty in-restaurant or by phone — they have authority to refund or replace. **Anything older or unresolved**: email **customers@nandos.co.uk** with your order number, the restaurant, photos and the resolution you want. Expect a 3–4 day reply. The escalation route on Trustpilot is a written complaint quoting a reference number; if Nando's still refuses a refund for unfit food, raise a chargeback with your bank.

Is there a cancellation fee for Nando's?

No — Nando's isn't a subscription service, so there's no fee to cancel a Rewards account or stop using the app. The only money at stake is the cost of an in-flight order: if the restaurant has already received it, you forfeit the order value with no refund. Delivery and service charges on Deliveroo-fulfilled orders are non-refundable once the order is accepted unless the full order is cancelled by Nando's.

Can I get a refund if my Nando's delivery never arrived?

Yes — a non-delivered order is a failure to fulfil, and Nando's terms say they'll refund the value of unfulfilled Products plus delivery and service charges. Email **customers@nandos.co.uk** the same day with your order number, delivery address and a screenshot of the Deliveroo tracking. Trustpilot reviewers report pushback (Nando's blaming the 'delivery pin'), so if they refuse, raise a chargeback with your card issuer — non-delivery is a clean dispute.

Does Nando's refund cold or wrong food?

It should. UK Consumer Rights Act 2015 (and equivalents in the EU/US) require food to be of satisfactory quality. Nando's terms acknowledge *'You have legal rights in relation to Products that are not as described and/or not of satisfactory quality.'* Speak to the Manager on Duty while you're still in the restaurant — they're empowered to refund or replace immediately. For delivery, photograph the food, contact the restaurant first, then escalate to customers@nandos.co.uk if ignored.

Can I cancel a Nando's gift card or get my money back?

Nando's gift cards aren't generally refundable once issued, in line with most UK retailer gift-card policies. If the card hasn't been activated or used, contact **customers@nandos.co.uk** within 14 days of purchase and cite UK Consumer Contracts Regulations 2013 (distance selling 14-day cooling-off) for online purchases. For a faulty or non-working card, you're entitled to a replacement or refund — keep the original purchase receipt.

REFUND GUIDE

How to Get a Nando's Refund Within 10 Working Days.

Here's what Nando's actually owes you, what their policy quietly says, and how to escalate — by country — if they ignore the request.

Last verified today against Nando's’s own Terms · UK, US, and EU rights covered below

The short answer

Nando's only allows you to cancel an online order before the restaurant receives it — once it hits the kitchen, no refund is owed under the terms. If items are missing, cold, wrong or unfit, you can still claim: call the restaurant's Manager on Duty for same-day issues, or email customers@nandos.co.uk for older orders. Approved refunds are processed within 10 working days. Collection orders not picked up within 30 minutes, and delivery orders refused within 5 minutes of the driver arriving, are forfeited with no refund.

Or let yoink chase the refund.

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

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What Nando's actually says

“You may request that your Order is cancelled or changed after it has been submitted, but this will only be possible before the applicable restaurant has received the Order. No refund will be permissible if the attempt to cancel is made after the restaurant has received the Order. We will process refunds within ten (10) working days.”
— verbatim from Nando's’s terms

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

What you can claim, by region

Consumer law varies by where you live. The strongest hook for your country is the one to lead with when you contact the company — pick the one that applies and quote it in your email.

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 Nando's charge in writing. Your card issuer is required to investigate and may withhold the disputed amount during the process.
California ARL refund right
Refund if cancel was blocked or unclear.
If Nando's made it hard to cancel under California ARL, you’re entitled to a refund of charges taken since the obstruction. Multiple class actions (including against Adobe + Hulu) have set the precedent.
FTC enforcement actions
FTC has won refunds against subscription dark-patterns.
The FTC has secured $100M+ in refunds from companies running dark-pattern cancel flows (Amazon Prime, Vonage). Document Nando's’s flow, file at reportfraud.ftc.gov.

United Kingdom

Section 75, Consumer Credit Act
Credit card issuer is jointly liable. £100-£30,000.
For UK credit-card charges between £100 and £30,000, your card issuer is jointly liable with Nando's for any breach. Call your bank, say “Section 75 claim”, send evidence. Usually resolved in 2-4 weeks.
Consumer Contracts Regulations 2013
Full refund within the 14-day window.
Inside 14 days of starting any 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 Nando's can’t ignore.

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 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.

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, Nando's has ~45 days to defend. Works regardless of where 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 subscription services that didn’t deliver. Resolution typically within 20 days.

The 4-step refund email

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

Send this body

Hi Nando's team,

I'm writing to request a refund for my recent Nando's subscription charge.

Under applicable consumer-protection law (the UK Consumer Contracts Regulations 2013, EU Directive 2011/83/EU, or US state auto-renewal laws — whichever applies in my jurisdiction), I'm exercising my right to cancel and to recover the payment in full. Please confirm by reply that the cancellation has taken effect and that the refund will be processed to my original payment method.

If your policy allows a pro-rata refund for any unused service, I'd appreciate that being applied here.

Best,
[your name]

Wait 7-14 days, then escalate
If you haven’t heard back in 14 days, see “If they refuse” below — Section 75 is the next stop.

Refund FAQ for Nando's

For an order you placed **today**, Nando's tells you to phone the restaurant and ask for the Manager on Duty — they can issue the refund on the spot. For older orders, contact the Customer Experience Team at **customers@nandos.co.uk** or via the form at nandos.co.uk/help/contact. Approved refunds are processed within **10 working days** to your original payment method. Keep your order confirmation email handy.