Why this answer
What actually matters
- Food and delivery can involve separate contractual relationships.
- If the food itself is wrong or poor quality, the restaurant/business supplying it is commonly central to the claim.
- If the platform itself contracted to provide delivery, a delivery-service failure may also engage the platform.
Important nuance
When the statement may have a point
- Where the complaint concerns only the food supplied by a restaurant and the platform acted solely as intermediary/agent for that sale, the substantive food claim may properly lie against the restaurant.
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