Yes, if the **store** or a **technical error** caused the problem. Examples are a closed store during the listed window, inedible food, or contents well below the stated value. Ask through in-app chat on that order and include photos. Too Good To Go **won't** refund customer-side issues: missed pickups, a change of mind after the 2-hour cancellation cutoff, or not liking what was in the bag. Approved refunds take **3 to 10 business days**. Sometimes the original pending charge just disappears instead of showing as a separate credit.

The store cancelled my order, how do I get a refund?

You don't need to ask. When a store cancels, the payment you saw was only a **pre-authorization** (a temporary hold), and it's lifted automatically, so there's usually no separate 'refund' line on your statement. It can take a few days, and **up to 30 days** with some banks. Check **Profile > My Orders** and tap the order to see its status. If the hold is still there after the expected date, give your bank the unique Order ID.

If I can't collect my Surprise Bag, can I reschedule it to another day?

No. Pickups can't be moved to another day. Once the Collection Window ends, your reservation becomes a purchase even if you didn't collect it, and refunds generally aren't given. Your options: cancel at least **2 hours before** the window starts using 'Cancel reservation', or use the **Ask a Friend (Delegate Collection)** feature in the order so someone else can pick it up. Where available, Too Good To Go Parcels (delivered) are more flexible.

Why is there a charge if I have no order?

It's almost certainly a **temporary authorization hold**. When a payment fails, your bank still reserves the funds, but no order appears in the app and Too Good To Go never captures the money. Compare the Order ID on your bank statement with **Profile > My Orders**. If nothing matches, the payment wasn't completed. Too Good To Go can't speed up the release. If the pending amount hasn't gone after **5 business days**, contact your bank.

How do I cancel my Too Good To Go subscription?

There's nothing to cancel. Too Good To Go doesn't charge consumers a subscription or membership. You pay per Surprise Bag or Parcel. (The annual fee you may have read about is charged to partner *stores*, not shoppers.) Guides telling you to cancel through App Store, Google Play or PayPal subscriptions don't apply. To stop using the service, delete your account in the app. To stop a specific order, cancel the reservation at least 2 hours before pickup.

How do I delete my Too Good To Go user Account?

In the app: tap **Profile**, then the **cog icon**, then **Account details**, then **Delete account**, and confirm. If you no longer have the app, use the privacy portal at space.toogoodtogo.com/privacy. Enter your email and click the confirmation link they send. Deletion is **permanent** and your data can't be recovered, so sort out any open orders or refund claims first. For data-rights questions, contact privacy@toogoodtogo.com.

Why was the store closed when I arrived for my pickup?

Partner stores are supposed to keep their hours and holiday closures up to date, but sometimes they forget or close unexpectedly. A closed store during the listed Collection Window is a **store-caused issue**, which falls under Too Good To Go's refund policy. Report it through in-app chat on that order as soon as you can. Include the time you arrived and a photo of the closed shop if possible. Too Good To Go also logs these reports to monitor partner performance.

Is there a cancellation fee on Too Good To Go?

No fee is mentioned in the sources. If you cancel with the in-app button **at least 2 hours before** the Collection Window, the card hold is lifted and you pay nothing. The real 'cost' is timing. After the cutoff you have to ask the Help Center to cancel. Once the window ends, the order counts as a purchase and missed pickups aren't refunded.

What is a TGTG charge on my bank statement?

'TGTG' is Too Good To Go, the surplus-food app. The charge is usually a Surprise Bag you or someone using your saved card reserved. It may still be a **pending pre-authorization** rather than a final charge. Match the Order ID on your statement against **Profile > My Orders** in the app. If you cancelled in time or the store cancelled, the hold will drop off, which can take up to 30 days. If nothing matches and it doesn't clear, contact your bank.

REFUND GUIDE

How to Get a Too Good To Go Refund for a Bad Bag.

Too Good To Go refunds are per-order, and their own policy gives you a 30-day window. Miss it and you still have tools, a clear email, a card-issuer chargeback. Here's the playbook.

Last verified 9 days ago against Too Good To Go’s own Terms · UK, US, and EU rights covered below

The short answer

This covers Surprise Bag orders. Too Good To Go has no consumer subscription, so there are no recurring charges to refund. If you cancel a bag at least 2 hours before the Collection Window, or the store cancels it, the card pre-authorization is simply lifted and you aren't charged, though your bank may take up to 30 days to clear the hold. If the store caused the problem (closed shop, bad quality, contents well below the stated value) or the app had a technical error, you can ask for a refund through in-app chat; a secondary source reports requests must be made within 30 days of the pickup window ending. Approved refunds take 3 to 10 business days. Missed pickups, late cancellations and disliking the contents are not refunded.

Or let yoink chase the refund.

30 seconds to set up. yoink emails Too Good To Go, cites the policy, escalates if ignored, and surfaces the win when the money lands.

Get yoink (App Store) →

What Too Good To Go actually says

“We are happy to provide a refund if the issue was caused by the store or by a technical error on our part.”
, verbatim from Too Good To Go’s terms

30-day cancellation windowPro-rata refund: no

How long does a Too Good To Go 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 Too Good To Go’s own policy works on a 30-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 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 Too Good To Go charge in writing. Your card issuer is required to investigate and may withhold the disputed amount during the process.

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, Too Good To Go has ~45 days to defend. Works regardless of where Too Good To Go 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 Kingdom, European Union)

United Kingdom

Consumer Contracts Regulations 2013
Full refund within the 14-day window.
Inside 14 days of starting any Too Good To Go 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 Too Good To Go 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 Too Good To Go 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 Too Good To Go refund email

Email the right address
Use hello@toogoodtogo.com, the route yoink has verified actually gets read for Too Good To Go.
Use a clear subject line
Subject: Refund Request, [your account email]

Send this body

Hi Too Good To Go team,

I'm requesting a refund for my Too Good To Go order (reference [order number], placed on [date], for [amount]). I'm within the 30-day window your policy allows for this.

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 Too Good To Go

Open the order in the app and tap **'Cancel reservation'**. The button only works until **2 hours before** the Collection Window starts, then it disappears. From that point until the pickup window ends, message the in-app Help Center to ask for a cancellation. If you cancel in time, the card pre-authorization is lifted and you aren't charged. Your bank usually clears it within a few days but can take up to 30. Cancel as early as you can so someone else can save the bag.

Cancelling rather than claiming money back? See the Too Good To Go cancellation guide. For every other support channel, the Too Good To Go contact guide.