Refunds and cancellations

Cancelling

• Before the kitchen starts cooking (your tracking page still says "Received"): cancel for a full refund, including the delivery fee. Email or call the kitchen; the number is on your tracking page.
• Once it says "Cooking" or later: the food is being made for you and can't be resold. No refund for a change of mind. We'll still deliver it.
• If the kitchen cancels (out of an ingredient, closing early, a problem with the order): full refund, automatically requested by the kitchen and approved by us, usually the same day.

When we got it wrong

• Wrong item, missing item, wrong venue or spot, unreasonably late: we refund the affected items or the whole order, or redo it, your call. Tell us within 24 hours with your order number.
• We couldn't find you at the spot you chose after a reasonable effort and the venue held it for you: the order is considered delivered and isn't refunded.

Tips

Tips go entirely to the Eats Delivery Driver and are paid to them. A tip is final once it's charged, with two exceptions: a duplicate tip charge on the same order, or a tip on an order that was never delivered. Both are refunded in full.

Cash orders

Cash orders are settled with the Eats Delivery Driver or at the counter, so there's nothing for us to refund through the site. If a cash order was wrong, the kitchen makes it right directly.

How refunds arrive

• Refunds go back to the card you paid with, through Stripe. We never refund to a different card or in cash.
• We issue approved refunds within 2 business days. Your bank then takes 5 to 10 business days to show it.
• You get an email when a refund is issued.

Who decides

A Frostburg Eats staff member with refund permission approves every refund, and the approval is recorded against their name in our audit log. Kitchens can request a refund for their own orders but can't issue one. If you disagree with a decision, email hello@frostburgeats.com and a founder will look at it.