At MXEats, we understand that plans can change. This Cancellation Policy explains when customers can cancel food orders placed through the MXEats website or app and how cancellations may affect refunds.
Customers may request cancellation of an order after placing it through MXEats. However, cancellation eligibility depends on the current status of the order.
Because restaurants may begin preparing food shortly after receiving an order, an order may not be cancellable once preparation has started.
If you cancel your order before the restaurant accepts it, you will generally be eligible for a full refund of the amount paid, subject to any applicable terms.
The refund will normally be processed to the original payment method.
Once a restaurant accepts an order, it may immediately begin preparing the food.
If you request cancellation after the restaurant has accepted the order or started preparation, a full refund may not be available.
MXEats may review the circumstances and, where appropriate, provide a partial refund, account credit, or another resolution.
Once food preparation has been completed or the order has been handed over to a delivery partner, cancellation will generally not be permitted.
If a customer refuses to accept an order after it has been prepared or dispatched, the customer may not be entitled to a refund.
Exceptions may apply where the order cannot be delivered due to an issue caused by the restaurant, MXEats, or the delivery service.
MXEats or the restaurant may cancel an order in circumstances including:
The restaurant is unable to prepare the order;
One or more essential ingredients are unavailable;
The restaurant is unexpectedly closed;
No delivery partner is available;
The delivery area becomes inaccessible;
A technical or payment issue prevents the order from being completed; or
Other operational circumstances make fulfillment impossible.
If MXEats or the restaurant cancels an order after payment has been made, the customer will generally be eligible for a refund of the applicable amount.
Customers are responsible for providing accurate information when placing an order.
Cancellation or refund may not be available if an order cannot be delivered because:
The delivery address is incorrect or incomplete;
The customer provided an invalid phone number;
The customer is unavailable or unreachable;
The customer refuses to accept the order; or
Required delivery instructions were not provided.
Where the restaurant has already prepared the food, the customer may be responsible for the applicable order cost.
An estimated delivery time is not a guaranteed delivery time.
A customer may request cancellation if an order is significantly delayed. MXEats will review the status of the order and circumstances of the delay before determining whether a refund or other resolution is available.
If cancellation is available, customers may cancel their order through the cancellation option provided on the MXEats website or app.
If the cancellation option is unavailable, customers should contact MXEats Customer Support as soon as possible.
Please provide:
Order number;
Customer name;
Reason for cancellation; and
Any other information requested by our support team.
Submitting a cancellation request does not guarantee that the order can be cancelled.
Where a cancellation qualifies for a refund, the refund will generally be issued to the original payment method.
Processing times may vary depending on the customer's bank, card issuer, payment provider, or other financial institution.
In certain circumstances, MXEats may provide account credit or another form of compensation where permitted by applicable law.
For additional information, please refer to the MXEats Refund Policy.
Orders placed using coupons, promotional codes, discounts, vouchers, or account credits may be subject to additional cancellation conditions.
If a refund is issued, the refundable amount may be based on the actual amount paid by the customer and applicable promotional terms.
Promotional benefits may not be reinstated after cancellation unless MXEats determines otherwise.
If MXEats offers scheduled or recurring orders, cancellation must be completed within the cancellation period displayed when placing the order.
Once a scheduled order enters preparation or fulfillment, normal cancellation restrictions may apply.
MXEats reserves the right to investigate cancellation requests and take appropriate action where there is evidence of fraud, abuse, repeated unreasonable cancellation requests, payment manipulation, or misuse of promotional offers.
Such action may include refusing a refund or restricting access to MXEats services, subject to applicable law.
MXEats may make reasonable exceptions to this policy where circumstances warrant, including situations involving food safety, serious service failures, payment errors, or other exceptional circumstances.
Any exception granted in one case does not create an obligation to grant the same exception in another case.
MXEats may update this Cancellation Policy from time to time to reflect changes to our services, business practices, or applicable legal requirements.
The updated policy will be published on the MXEats website and will become effective upon publication unless otherwise stated.
For questions or assistance regarding order cancellation, please contact MXEats Customer Support through the contact or support options available on our website or app.
MXEats
Food Delivery Platform
Website: MXEats
