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 to 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.

Nando's refunds are per-order, here's what their policy actually says, and how to escalate if they ignore the request.

Last verified 21 Jun 2026 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: no

How long does a 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.

What you can claim

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

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.

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 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 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 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 Nando's 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 requesting a refund for my Nando's order (reference [order number], placed on [date], for [amount]).

Please process the refund to my original payment method and confirm by reply.

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 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.