JAHO takes payment in cash on delivery, so a "refund" usually means we return money you have already handed to the rider, or we do not take it in the first place. This page explains exactly when that happens.

You are not charged at all when

• The restaurant declines your order or cannot prepare it.
• We cancel the order before the rider reaches you — for example the restaurant closed, or your address turned out to be outside our delivery zone.
• You cancel while the order is still allowed to be cancelled under our Cancellation Policy.
• The order never arrives.

In all of these cases nothing is collected from you, because payment happens at the door.

You can refuse to pay, in full or in part, at the door when

• An item is missing from the bag. Check the order with the rider before paying; you pay for what you actually received and we cancel the rest.
• You were sent the wrong item.
• The order arrives in a state that makes it unusable — spilled, crushed, or with damaged packaging.

Tell the rider before you pay. Once you have paid and the rider has left, we can still help, but the case has to be reported as below.

After you have paid

Report the problem through the contact form on this site or through support in the app within 24 hours of delivery, with your order number and, where possible, a photo. We check the report with the restaurant and the rider. If we uphold it, you choose one of:

• the amount returned to you in cash, delivered with your next order or arranged with our support team; or
• the amount held as credit against your next JAHO order.

We aim to decide every case within 3 working days of receiving it.

What is not refunded

• Taste, seasoning or portion size, when the item delivered is the item you ordered as described on the menu. Those are the restaurant's recipe, and we will pass your feedback on.
• Orders you did not report within 24 hours of delivery, where we can no longer verify what happened.
• The delivery fee, when the order was delivered correctly and complete.
• An order that failed because the address was wrong or nobody answered the phone. See the Cancellation Policy.

Repeat claims

We investigate every report on its merits. Accounts that make repeated claims we cannot verify may be limited to prepaid or reviewed orders.

Contact

To raise a refund, use the contact form on this site with your order number.