Refund & Cancellation

Every MeatXpress order is cash on delivery, which changes how this works compared with most apps: in almost every case there is nothing to refund, because you have not paid yet. If an order is not right, you refuse it at the door and pay nothing.

Cancelling before delivery

Whether you can cancel depends on one thing: whether the shop has started cutting your order.

Free cancellation — before cutting starts

You can cancel free of charge, from the app, while your order is still placed or has just been accepted by the shop. Nothing has been prepared at that point, so a cancellation costs nobody anything.

Once the shop starts cutting

When your order moves to being prepared, the shop is cutting your portion to your weight and specification. That portion cannot be put back or sold to the next customer, so the app no longer offers cancellation at this stage.

If you genuinely need to stop the order — a mistaken address, an emergency — call support immediately. We will speak to the shop and do what we can. Whether it can be stopped depends on how far along the cutting is, and we would rather tell you that plainly than promise otherwise.

Once the rider has collected it

After pickup the order is on its way to you and cannot be cancelled in the app. You can still refuse it at the door, but please only do so for a genuine problem with the order — see below.

Refusing a delivery

Check the order before you pay. You may refuse all or part of it if:

• the cut or the product is not what you ordered;
• the weight is materially short of what you were billed for;
• it does not look or smell fresh;
• the packaging has been damaged in transit.

You pay nothing for anything you refuse. Please also tell support what went wrong, because we log it against the shop — repeated problems are how a shop loses its place on the platform.

When we cancel an order

We may cancel an order ourselves if:

• no partner shop can supply the cut you asked for;
• your address turns out to be outside our delivery area;
• nobody is reachable at the delivery address after the rider has tried to make contact;
• conditions make delivery unsafe — flooding, unrest, or a serious weather event.

You are never charged for an order we cancel. Where we have your number we will call or message you to explain, rather than letting the order quietly disappear.

Refunds

Because orders are cash on delivery, a refund only arises where money has actually changed hands and something was still wrong — for example you paid the rider and then found a problem with part of the order.

In that situation:

1. Contact support within 24 hours of delivery, with your order ID. A photograph helps.
2. We check with the shop and the rider handling that order.
3. If the complaint stands, we refund the affected amount in cash or by bank transfer, whichever you prefer.

We aim to resolve refund requests within 7 working days of you reporting them.

What we cannot refund

• Small, natural variation in weight on a cut-to-order product, where the bill reflects what was supplied.
• Products that were accepted at the door, paid for, and reported several days later, where we have no way to verify the condition they arrived in.
• A change of mind after the shop has cut the order.

Repeated refusals

Refusing a delivery for a genuine problem is your right and we would rather you did. But an account that repeatedly refuses orders without cause costs a real shop real money in wasted cuts, and we may suspend it.

Still not resolved?

Escalate to our grievance officer: Salman Barbhuiya — salmankurshid2@gmail.com. We respond within 30 days, as required by the Consumer Protection (E-Commerce) Rules, 2020.