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You can cancel an order from its order page. Each restaurant sets a cancellation deadline. Cancel before it, and your order is canceled right away with a full refund. After the deadline, canceling sends us a request instead, and we work out the rest with the restaurant. The video above walks through it.
Cancel your order
1. From your orders page, find the order you want to cancel and click View Order.
2. Under Cancellations, you’ll see the exact date and time of this order’s deadline. Click Cancel My Order.
3. Check the box that says Yes, I want to cancel this order and not edit it.
4. Tell us why you’re canceling, in at least 10 characters. It helps us improve.
5. Click Confirm Cancellation. This order was still before its deadline, so it’s canceled right away, and any card payment is refunded in full. We’ll email you to confirm.
How cancellation refunds work
- Before the deadline, your order is canceled right away. Any card payment is refunded in full. If your card was only on hold, the hold is released.
- After the deadline, canceling sends us a cancellation request instead. The restaurant may charge a cancellation fee. We’ll work with the restaurant on a fair solution and keep you posted.
- If the restaurant hasn’t confirmed your order yet, canceling is instant and fully refunded, even after the deadline.
- Each restaurant’s policy sets its deadline: 1 day before delivery for Flexible, 2 days for Moderate, 3 days for Strict, and 5 days for Very Strict. If the restaurant’s cutoff for changes is earlier, that’s your deadline instead. Your order page always shows the exact date and time.
- If you used a coupon from your CaterCoins on the order, you can use it again. See Where do CaterCoins live and how can I redeem them?
What if I only need to change the order?
You can edit the date, time, or menu instead of canceling, up to the restaurant’s cutoff for changes. See How do I modify or update my already-placed order?
What if it’s a last-minute cancellation?
Email us at support@catercow.com.
Donating instead of canceling
For some orders, the Cancellations section offers to donate your meal instead. We’ve partnered with the Ronald McDonald House to deliver donated meals to families of kids with serious illnesses, and you get a tax-deduction receipt for the order amount. To donate, say so in your cancellation reason, or email us at support@catercow.com.