Refund & Cancellation Policy

1. When you can cancel: You may cancel your order after placement but before the restaurant begins preparing the food — typically within 10 minutes of ordering.
2. When you cannot cancel: Once the restaurant has started cooking, cancellation is no longer possible.
3. To request a cancellation, use the in-app chat or email gtoh89@gmail.com.

We will process a refund in the following situations.

• The restaurant cancels the order (out of stock, closed, etc.)
• The food delivered is significantly different from what was ordered
• A foreign object is found in the food (photo evidence required)
• Delivery is impossible and the service is not provided
• A duplicate charge occurs due to a payment error

• Change of mind after cooking has started
• Failed delivery due to incorrect address entered by the user
• Failed delivery because the user was unavailable
• Food that has already been consumed
• Personal taste preferences (not allergy-related)

1. Timeline: Once a refund is approved, the charge reversal is completed within 3–7 business days. The time for the credit to appear on your statement depends on your card issuer.
2. Method: Refunds are returned to the original payment method used.
3. Concierge plan fee: If the Service was provided as intended, the plan fee is non-refundable. If the issue was caused by DOWAME, a full refund including the plan fee will be issued.

If part of an order is missing or incorrectly delivered, a partial refund for that item is available. Please provide photos or other evidence when requesting a partial refund.

Due to the nature of food delivery, the right of withdrawal is limited once a restaurant has begun preparing the food. If you cancel before cooking starts, you will receive a full refund of the amount paid.