Refund and Cancellation Policy

1. About this policy

This policy is part of the Terms of Service. It covers orders, table bookings, split bills and tips on BlinkFix. For plans and AI credits, see the Subscriptions and Credits Terms. BlinkFix is provided by BlinkFix Ltd (company no. 13505930), 27 Old Gloucester Street, London WC1N 3AX, United Kingdom.

Your contract for food and products is with the establishment you order from (the restaurant, food truck, local cook or shop), including when an independent delivery company delivers it. BlinkFix runs the payment and the dispute process on behalf of both sides.

2. Cancelling an order

If an order is cancelled before a delivery company hands it over, the delivery charge comes back to you with the refund.

Shops. For non-perishable products bought from a shop on BlinkFix and delivered to you, you may have a 14-day right to cancel under the Consumer Contracts Regulations 2013 (or the EU rules where you live), unless an exception applies (for example sealed goods unsealed for health or hygiene reasons, or goods made to your specification). To cancel, contact the shop through the order chat or email [email protected] within 14 days after you receive the goods. The shop refunds you within 14 days after it gets the goods back (or proof you sent them); you pay the cost of returning them unless the shop says otherwise.

3. Something wrong with an order

3.1 Open the order and choose Report a problem as soon as you can, and at the latest within 48 hours of collection or delivery. Choose what went wrong (for example missing or wrong items, poor quality or not as described, cold or spilt, very late or never arrived, an allergen problem or a wrong charge; on shop and grocery orders also damaged or broken goods, out-of-date products, a substitute you did not agree to, or less than you paid for by weight or quantity), pick the items and how many it is about, and add photos if you can (up to 5 photos).

3.2 The establishment has 48 hours to answer: it can refund the items or an amount, offer a replacement or redelivery (which you can accept, or ask BlinkFix to decide), or reply that it does not agree. If it is not settled within 48 hours, or the establishment does not agree, BlinkFix's team reviews the case, looks at both sides, and decides. The possible outcomes are a full refund, a partial refund (for the affected items), or no refund where the evidence does not support the claim. We tell you the outcome and the reasons. The establishment carries the cost of problems with its food and products, with their delivery and of its own mistakes, including when a delivery company delivered your order; BlinkFix carries the cost of its own errors (for example a wrong charge by our payment system or a fault in the app). You deal with the establishment and BlinkFix, never with the delivery company. Where you are owed a refund you get it in full, including the delivery charge where the law requires it.

3.3 Food safety and allergies. If you think food made you ill or contained an allergen it should not have, get medical help first if needed, then report it. We share the report with the establishment and, where appropriate, with the local food safety authority.

3.4 Your statutory rights. Under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality and fit for purpose, and services must be performed with reasonable care and skill. If they are not, you are entitled to a remedy, such as a repeat performance, a replacement, or a full or partial refund. Where the establishment is responsible, it provides the remedy; we help you through the dispute process. Nothing in this policy takes away those rights.

4. The BlinkFix service fee

• If your whole order is refunded because it was cancelled by the establishment, rejected, never fulfilled, or because the establishment or BlinkFix got it seriously wrong, the service fee is refunded too.
• If only some items are refunded (for example missing, wrong or damaged items), only those items are refunded and the service fee stays, because the order itself went ahead.
• Orders you pay at the establishment (in cash or on the establishment's own card terminal) carry the same service fee, paid to the establishment with your order. If you cancel one before it is prepared, you owe nothing. If one is refunded in full, the establishment gives you back the service fee too.

5. How refunds are paid

• Card, Apple Pay and Google Pay payments are refunded to the same card or wallet. Refunds usually appear within 5–10 working days, depending on your bank.
• Orders paid at the establishment are refunded by the establishment: in cash, to the card you paid with on its terminal or, where agreed, by bank transfer. When the whole order is refunded, the establishment also gives back the service fee it collected for BlinkFix; when only some items are refunded, only those items are.
• If the order was paid in a currency other than your card's, the refund is made in the currency you were charged; your bank's exchange rate may differ from the rate at the time of payment.

6. Split bills

Each person in a split bill pays their own share. If the bill is not fully paid within the time shown (currently 15 minutes), the split closes and every share already paid is refunded in full, including its service fee. Refunds for problems with a split order are paid back to each payer in proportion to what they paid.

7. Tips

Tips are voluntary and are paid to the person you chose, into their own BlinkFix wallet. The 5% tip service fee is taken out of the tip. Every tip is held for 7 days after you pay it. If your order is refunded, in full or in part, while the tip is held, your whole tip, including the tip service fee, comes back to your card with the refund. A refund after the tip has been paid out does not change the tip. A tip can also be refunded if it was taken by mistake (for example charged twice) and you tell us within 14 days; the tip service fee is refunded with it.

8. Table bookings

Bookings are free unless the establishment says otherwise before you book. Please cancel in the app if you cannot come. If an establishment asks for a deposit or charges for no-shows, it must tell you the amount and conditions before you book, and those conditions apply.

9. Chargebacks

9.1 Talk to us first. Before asking your bank to reverse a card payment (a "chargeback"), report the problem in the order (section 3), ask the establishment in the order chat, or email us (section 10). A refund through BlinkFix is usually much faster than a chargeback. If you were charged twice for the same order, tell us: a payment our checkout took twice is our error, and we refund the extra payment.

9.2 If you ask your bank. The card network's rules apply and your bank decides. BlinkFix, not the establishment, answers the bank, through our payment provider Stripe: we send it the details of your order that we hold (for example the items, the times, the delivery or hand-over confirmation such as the delivery code or your "I've got my order" tap, and refunds already given) together with what the establishment tells us. Your bank tells you its decision. If it decides for you, you keep the money it returned, any tip still held on that order comes back to you too, and we issue a credit note for our invoice for the service fee on that payment.

9.3 Your account. Disputing a payment in good faith does not affect your account. Chargeback fraud, for example disputing an order you received, breaks the Terms of Service and may lead to your account being suspended or closed under section 13.2 of those terms.

10. Contact

Report a problem in the order, or email [email protected] with your order number. BlinkFix Ltd, 27 Old Gloucester Street, London WC1N 3AX, United Kingdom.