1. Customer restaurant orders
The restaurant shown at checkout and on your receipt is the seller of the food or restaurant service. It controls order acceptance, preparation, substitutions, cancellations, credits, and refunds. Contact that restaurant as soon as possible using the details on the storefront, receipt, or order-status page.
Before the restaurant accepts or starts preparing
The restaurant may be able to cancel or change the order, but cancellation is not guaranteed. Automated payment authorization or order transmission can occur immediately, so act quickly.
After acceptance, preparation, or dispatch
Prepared food, opened items, and delivery already dispatched are time-sensitive services and costs may already have been incurred. The restaurant decides whether a full refund, partial refund, remake, replacement, or credit is appropriate, subject to applicable law and any policy shown during checkout.
Incorrect, missing, unsafe, or undelivered orders
Contact the restaurant promptly with the order reference and a clear description. For a delivery issue, the restaurant or delivery provider may need to investigate status and proof of delivery. Nothing in this policy removes remedies you may have under applicable consumer-protection law.
2. Payment timing
A cancelled authorization can appear as a temporary pending amount until the bank releases it. A completed refund is sent through the original payment method unless the restaurant and applicable law allow another method. Banks and payment providers control how long the credit takes to appear.
Tips, delivery charges, service fees, and provider charges may be non-refundable after the related service has been performed or dispatch has begun, except where the restaurant’s policy or law requires otherwise.
3. Charge questions
Start with the restaurant so it can identify the order and correct the issue. If you do not recognize a charge, also contact your payment provider promptly. Working Order may help the restaurant locate technical transaction records but does not make the restaurant’s independent refund decision.
4. LineForge merchant subscriptions
Merchant subscription cancellation is governed by the signed order form and Merchant Agreement. Unless the order form says otherwise:
- cancellation must be submitted at least 30 days before the next renewal;
- fees already charged for the active billing period are not prorated or refunded;
- usage, provider pass-through, delivery, messaging, payment, setup, migration, and completed professional-service fees remain payable;
- a duplicate charge or verified billing error will be corrected; and
- rights required by law continue to apply.
5. How merchants request cancellation or a billing review
An authorized merchant owner should sign in to the back office and open Support & training. Include the restaurant, location, invoice or charge, requested effective date, and reason. If account access is unavailable, use the support/contact page with the merchant’s work email.
6. Service credits
Any service credit is governed by an applicable service-level commitment or a written decision from Working Order. Credits are applied to future LineForge fees, are not cash refunds, and do not cover failures caused by merchant systems, internet or power, unsupported changes, or independent third-party services unless otherwise agreed.
7. Contact
Restaurant customers should contact the restaurant first. Merchant billing and cancellation questions can be submitted through authenticated support or the contact page.