This Cancellation Policy outlines the procedures, rights, and responsibilities regarding order cancellations on Nessa, a multi-restaurant food ordering and delivery platform based in Stoke-on-Trent, United Kingdom.
By placing an order on Nessa, you agree to this Cancellation Policy.
Customers may request to cancel an order before the restaurant confirms or begins preparing it.
Once an order has been prepared or dispatched, cancellation may not be possible.
Customers must submit the cancellation request through the Platform.
Refund eligibility depends on the order status and admin approval.
Restaurants may cancel an order due to:
Unavailability of items
Operational issues
Force majeure events
Customers will be notified immediately of such cancellations.
If a customer has already paid, a refund will be processed according to the Refund Policy.
Delivery partners may cancel an assigned order if they cannot complete the delivery due to unforeseen circumstances.
Customers and restaurants will be notified immediately.
Nessa may reassign the delivery to another partner.
Admin must approve or deny cancellations and provide a valid reason.
Customers cannot request a cancellation without admin acknowledgment.
Admin decisions are final in accordance with this policy.
Special customized orders may not be eligible for cancellation if already prepared.
Late cancellation requests may result in denial if the order is in preparation or en route.
Promotional or discounted items may have separate cancellation rules.
For questions or issues regarding order cancellations, customers, restaurants, or delivery partners may contact Nessa support via the Platform or official channels.
By using Nessa, you acknowledge that you have read, understood, and agree to this Cancellation Policy.
