At GOCHES, we want every order to be right. If something goes wrong, this policy explains when you are eligible for a refund, how to request one, and how it will be processed.
If one or more items from your order were not delivered, you are eligible for a full or partial refund for the missing item(s).
If you received items that are different from what you ordered (wrong dish, wrong size, wrong product), you are eligible for a refund or replacement.
If items arrived damaged, spilled, contaminated, or in an unacceptable condition that makes them unsuitable for consumption or use, you may request a refund.
If your order was marked as delivered but you did not receive it, and the delivery address provided was correct, you are eligible for a full refund.
If your order arrives significantly later than the estimated delivery time and the food quality is affected as a result (e.g. cold food, melted items), you may be eligible for a partial refund at GOCHES discretion.
If you were charged more than once for the same order due to a payment error, the duplicate charge will be fully refunded.
If a charge appears on your account that you did not authorise, please contact us immediately. After verification, unauthorised charges will be refunded.
If GOCHES or a partner cancels your order after payment has been taken (due to stock unavailability, restaurant closure, operational issues, or rider unavailability), you will receive a full refund.
When an order is placed on GOCHES, certain charges are incurred immediately and cannot be recovered once the order has been accepted and is being processed. The following amounts are non-refundable under all circumstances:
The delivery fee covers the cost of assigning and dispatching a rider to collect your order from the partner and bring it to your address. Once a rider has been assigned and the delivery process has begun, the delivery charge is non-refundable. This applies even if there is an issue with the food items in your order, as the delivery service itself has been provided.
Any tip you choose to add for the delivery rider at checkout is paid directly to the rider and is non-refundable. Once the tip has been allocated to the rider, it cannot be recalled or reversed regardless of the outcome of your order.
The service fee is charged by GOCHES to cover the cost of operating the platform, including payment processing, customer support, technology infrastructure, and platform maintenance. This fee is applied per order and is non-refundable once the order has been placed and accepted.
A small order fee is applied to orders that fall below the minimum basket value set for a partner. This fee is non-refundable as it is charged at the time of order placement to offset the costs associated with processing low-value orders.
Some partners charge a packaging fee to cover the cost of containers, bags, and packaging materials used to prepare and seal your order. Since packaging is used at the point of preparation by the partner, this charge is non-refundable once the order has been accepted and preparation has begun.
These charges will be deducted from any refund amount issued. Refunds will only cover the value of the food or product items that are eligible for a refund, not the associated order fees listed above.
You may cancel your order free of charge before the restaurant or partner has accepted it. A full refund will be issued.
Once a restaurant or partner has accepted your order and preparation has started, cancellation may not be possible. If cancellation is approved at this stage, a partial refund may be issued at GOCHES discretion depending on how far preparation has progressed.
Orders cannot be cancelled once a rider has collected them for delivery. No refund will be issued for cancellation requests made after dispatch unless the order is not delivered.
GOCHES reserves the right to cancel orders due to:
In all such cases, a full refund will be issued to the original payment method or in wallet.
Refund requests must be submitted within 30 minutes of your order being delivered or attempted.
To submit a refund request:
Once a refund request is submitted, GOCHES will:
Most refund decisions are made within 2 to 5 business days. Complex cases may take longer.
GOCHES reserves the right to request additional information or evidence before processing a refund.
Approved refunds will be returned to the original payment method used at checkout (credit card, debit card, Apple Pay, Google Pay, etc.). Processing times depend on your bank or payment provider and typically take 3 to 10 business days to appear in your account.
In some cases, GOCHES may offer refunds as wallet credit, which can be used on future orders. Wallet credits are applied instantly and do not expire unless otherwise stated.
For minor issues (e.g. slightly delayed delivery, minor quality concern), GOCHES may offer a promotional credit or discount voucher as a goodwill gesture in place of a monetary refund.
GOCHES will indicate the refund method when communicating the outcome of your request. If you have a preference, you may state it in your request, and we will accommodate it where possible.
Where only part of an order is affected, a partial refund will be issued for the affected items only. The unaffected portion of the order will not be refunded.
Examples where partial refunds apply:
If delivery of an age-restricted product (such as alcohol, tobacco, or medicine) is refused because the customer could not provide valid identification, no refund will be issued for that item. The customer accepts this condition at the time of ordering age-restricted products.
GOCHES actively monitors refund requests to detect misuse, abuse, and fraudulent activity.
GOCHES reserves the right to:
Submitting false refund claims, manipulating order records, or providing misleading evidence is a violation of GOCHES Terms & Conditions and may result in account termination.
If GOCHES offers subscription plans (such as GOCHES Plus or similar), the following applies:
Nothing in this Refund Policy limits or excludes your statutory rights under applicable consumer protection laws in the United Kingdom, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
If you believe your statutory rights have not been upheld, you may contact:
GOCHES may update this Refund Policy from time to time. The latest version will always be available at https://goches.co.uk/refund-policy. Continued use of GOCHES services after any changes constitutes acceptance of the updated policy.
If you have any questions about this Refund Policy or need help with a refund request, please reach out to us:
Goches Ltd
Harrow, London, United Kingdom
Support Email: support@goches.co.uk
Website: https://goches.co.uk
Version: May 2026
