Refund policy

If a pending order is canceled before staff acceptance, any card authorization should be voided or released through the restaurant-owned processor account when the payment provider supports it. No captured charge should be treated as final until the restaurant accepts or otherwise completes the payment flow.

If the restaurant cancels an accepted or ready order, the restaurant is responsible for the customer communication and any refund through its connected processor account. If payment was only authorized, cancellation should void the authorization. If payment was captured, cancellation should refund the captured amount according to the restaurant policy shown to the customer.

Completed orders are not reopened or moved backward in the order workflow. If the restaurant approves a refund after pickup, the refund is a payment-only action through the restaurant-owned processor account, and the customer status page should show the refunded payment state without exposing provider IDs.

Customers should contact the restaurant for order mistakes, timing changes, missed pickups, or refund questions. Restaurant-specific exceptions, partial refunds, and no-show handling are decided by the restaurant, not by tillnest.