Join us

Cancellation policy

This Cancellation Policy explains when and how you can cancel an order placed through the GOCHES platform, what charges may apply, and what happens when an order is cancelled by GOCHES, a partner, or a rider.

 

1. How the Order Journey Works

Understanding the order journey helps clarify when cancellation is possible. A typical GOCHES order goes through the following stages:

  1. Order Placed — Customer submits the order and payment is taken.
  2. Awaiting Acceptance — The restaurant or partner reviews and accepts the order.
  3. Preparing — The restaurant or partner begins preparing the order.
  4. Ready for Collection — The order is ready and waiting for a rider.
  5. Rider Assigned — A rider is matched and heading to collect the order.
  6. Order Collected — The rider has picked up the order and is on the way.
  7. Delivered — The order has been delivered to the customer.

The ability to cancel and any applicable charges depend entirely on which stage the order has reached at the time of the cancellation request.

 

2. Cancellation by the Customer

2.1 Stage 1 — Before the Order is Accepted

If you cancel your order before the restaurant or partner has accepted it, you are entitled to a full refund with no cancellation charge. This is the only stage where a free cancellation is guaranteed.

To cancel at this stage, go to My Orders in the app and tap Cancel Order.

2.2 Stage 2 — After Acceptance, During Preparation

Once a restaurant or partner has started preparing your order, cancellation becomes difficult as ingredients and labour are already committed. At this stage:

  • Cancellation may still be requested through the chat, email or support team.
  • GOCHES will attempt to contact the partner to stop preparation.
  • If the partner agrees to cancel, a full or partial refund may be issued depending on how far preparation has progressed.
  • If the partner is unable to stop preparation, the cancellation will be declined and the order will proceed to delivery.

2.3 Stage 3 — Order Ready, Awaiting Rider

Once the order is fully prepared and waiting for rider collection, cancellation will generally be declined. The food has been made and resources have been used. No refund will typically be issued at this stage.

Exceptions may be considered at GOCHES sole discretion (for example, if a rider cannot be found for an extended period and the order cannot be fulfilled).

2.4 Stage 4 and 5 — Rider Assigned or Order Collected

Once a rider has been assigned or has collected the order, cancellation is not possible. The order is in transit and cannot be recalled. No refund will be issued for a change of mind at this stage.

If you have a genuine issue with the order after delivery, please refer to the GOCHES Refund Policy.

2.5 Stage 6 — After Delivery

Orders cannot be cancelled after delivery has been completed. If there is a problem with your delivered order (missing items, wrong items, damaged goods), please submit a complaint through the app within 30 Minutes of delivery.

 

3. How to Request a Cancellation

  1. Open the GOCHES app or website.
  2. Go to My Orders and select the active order.
  3. Tap Cancel Order if the option is available.
  4. Select a reason for cancellation.
  5. Confirm the cancellation request.

If the cancel button is no longer visible, the order has progressed to a stage where self-service cancellation is not available. In this case, contact our support team immediately via Chat or Email.

Please note that contacting support does not guarantee cancellation once preparation has begun.

 

4. Cancellation by the Restaurant or Partner

Occasionally, a restaurant or partner may need to cancel an accepted order. Reasons may include:

  • An item ordered is out of stock or unavailable.
  • The restaurant is unexpectedly closed or has had to stop service.
  • The partner is unable to fulfil the order within a reasonable time.
  • Ingredients required are not available.
  • A technical or operational issue prevents fulfilment.

In all cases where a partner cancels your order after payment has been taken, you will receive a full refund to your original payment method or as GOCHES wallet credit, as applicable.

GOCHES will notify you as soon as a partner cancellation is confirmed so you have time to reorder elsewhere.

 

5. Cancellation by GOCHES

GOCHES may cancel an order on behalf of the platform under the following circumstances:

5.1 No Rider Available

If GOCHES is unable to assign a rider to collect and deliver your order within a reasonable timeframe, GOCHES may cancel the order and issue a full refund.

5.2 Payment Failure or Fraud Suspicion

If payment cannot be verified or suspicious activity is detected on an account, GOCHES may cancel the order before or after acceptance. A refund will be issued if payment was successfully taken before cancellation.

5.3 Delivery Address Issues

If the delivery address provided is incomplete, unrecognisable, or falls outside the serviceable delivery zone and the customer cannot be contacted to resolve it, GOCHES may cancel the order. Refund eligibility in this case depends on how far the order has progressed.

5.4 Unsafe Conditions

GOCHES or a rider may cancel delivery if the delivery location is deemed unsafe (e.g. access is blocked, the environment poses a risk). A full refund will be issued in these situations.

5.5 Force Majeure

In the event of circumstances beyond GOCHES control, including severe weather, natural disasters, civil disturbances, power outages, or major technical failures, GOCHES may cancel affected orders. Full refunds will be issued.

5.6 Terms Violation

If an order is found to involve a violation of GOCHES Terms & Conditions (such as fraudulent activity, ordering prohibited items, or account misuse), GOCHES may cancel the order without a refund and may suspend or terminate the associated account.

 

6. Cancellation of Pre-Scheduled Orders

If GOCHES offers the ability to schedule orders in advance, the following rules apply:

  • Scheduled orders may be cancelled free of charge up to 1 hour before the scheduled preparation time.
  • Cancellations made less than 1 hour before the scheduled time are subject to the standard cancellation rules based on order stage (see Section 2).
  • GOCHES will send a reminder notification before preparation begins so customers have the opportunity to cancel if needed.

 

7. Cancellation of Group or Large Orders

For large or group orders (typically orders above a defined value threshold set by the partner), cancellation terms may differ:

  • Large orders may require a longer notice period for cancellation without charge.
  • Partners may set their own non-refundable deposit or preparation fee for large orders.
  • These terms will be communicated clearly on the partner's page at the time of ordering.

 

8. Cancellation of Subscription Plans

If you are subscribed to a GOCHES subscription plan (such as GOCHES Plus or a similar service):

  • You may cancel your subscription at any time through the app under Account Settings > Subscription.
  • Cancellation takes effect at the end of the current billing period. You will retain access to subscription benefits until then.
  • Subscription fees already charged for the current billing period are non-refundable, unless required by law.
  • No partial refunds are issued for unused days within a billing period.
  • Unused subscription benefits (such as free deliveries or discounts) do not carry over after cancellation.

 

9. Refunds Following Cancellation

Where a cancellation results in a refund, the following timelines and methods apply:

  • Original payment method (Stripe, Apple Pay, Google Pay, etc.) — refunds typically appear within 3 to 10 business days depending on your bank or payment provider.
  • GOCHES wallet credit — applied instantly and available for use on the next order.

GOCHES will confirm the refund method and amount when the cancellation is processed. If you do not receive your refund within the stated timeframe, please contact our support team.

 

10. Repeated Cancellations and Abuse

GOCHES monitors cancellation patterns across accounts. Repeatedly placing and cancelling orders causes disruption to restaurant partners, riders, and the platform.

GOCHES reserves the right to:

  • Limit cancellation privileges on accounts with abnormal cancellation rates.
  • Decline future cancellation requests from accounts with a history of abuse.
  • Suspend or terminate accounts where cancellations are used to manipulate the platform, obtain refunds fraudulently, or cause repeated losses to partners.

 

11. Consumer Rights

Nothing in this Cancellation Policy overrides or limits your statutory rights under UK consumer protection law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Under the Consumer Contracts Regulations, the right to cancel within 14 days does not apply to food and perishable goods orders where preparation has already begun. However, your rights in relation to faulty, misdescribed, or undelivered goods remain fully protected.

For independent advice on your consumer rights, you may contact:

 

12. Changes to This Policy

GOCHES may update this Cancellation Policy from time to time. The latest version will always be published at https://goches.co.uk/cancellation-policy Continued use of GOCHES services after any changes constitutes your acceptance of the updated policy.

 

13. Contact Us

If you have any questions about this Cancellation Policy or need help cancelling an order, please contact us:

Goches Ltd
Harrow, London, United Kingdom
Support Email: support@goches.co.uk
Admin Email: admin@goches.co.uk
Website: https://goches.co.uk

Version: May 2026