Why this answer
What actually matters
- Platform refund rules can be useful complaint processes, but they do not replace applicable consumer law.
- Work out who supplied the food and who supplied the delivery service; responsibility can be split.
- Preserve the refusal and evidence, then state the remedy you say is due and why.
Important nuance
When the statement may have a point
- A refund can properly be refused where the evidence does not establish a breach, the problem was caused by the customer, or the complaint is only that the customer personally disliked food that otherwise met the contract.
What you could say
Keep the response tied to the actual rule.
Evidence
What to have beside you
- Order confirmation, item list, customisations and the restaurant/product description
- Delivery tracking, timestamps and any delivery photograph or contact attempts
- Clear photographs of the food, packaging, seals and all items received
- Screenshots of the refund request, refusal, account credit offer and support conversation
- Allergen information shown before ordering and any relevant packaging or labels
If they still refuse
Move the dispute forward.
- Report the problem promptly through the platform and/or restaurant and keep the evidence.
- Identify who supplied the food and, where relevant, who supplied the delivery service; those can be different contracts.
- If a statutory refund or price reduction is due, challenge an app-level refusal on that basis rather than treating the platform policy as the law.
- For genuine food-safety or allergen concerns, consider the local authority food-safety route as well as seeking consumer redress.
- Where a trader still refuses a valid monetary claim, consider a card dispute/chargeback or proportionate court action where appropriate.
Read the full rules