How to get a refund from Just Eat for a missing order
It's incredibly frustrating when you're hungry and your Just Eat order doesn't show up. You're entitled to a full refund if your food never arrives, and claiming it is simpler than you might think. This guide will walk you through the steps to get your money back.
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Under the Consumer Rights Act 2015, you are entitled to a full refund if the goods or service you paid for are not delivered. A missing Just Eat order means the contract has not been fulfilled, and you have a clear right to your money back.
Step by step
- 1Check the estimated delivery time and allow a reasonable grace period, usually 10-15 minutes, before taking action.
- 2Contact the restaurant directly through the Just Eat app or website. They often have the most up-to-date information on your order's status and can sometimes arrange redelivery or a refund faster.
- 3If the restaurant cannot resolve the issue, contact Just Eat customer service immediately via their in-app chat or phone number. Clearly state that your order was not delivered and you require a full refund.
- 4If Just Eat refuses a refund, gather all evidence, such as order confirmations and communication logs, and initiate a chargeback with your bank or card provider, citing non-receipt of goods or services.
What they'll say, and your comeback
“The restaurant says they delivered it.”
Comeback, I did not receive the order. My contract is with Just Eat to ensure delivery, and if the food wasn't delivered to me, the service was not provided.
“We can only offer a voucher or credit for your next order.”
Comeback, Under the Consumer Rights Act 2015, I am entitled to a monetary refund for services not rendered, not just a voucher or credit.
“It's the driver's fault, not ours.”
Comeback, Just Eat is responsible for the entire delivery process, including the actions of its drivers. My contract is with Just Eat, not the individual driver.
FAQ
How long does a Just Eat refund take?
Once approved, refunds typically process within 3-5 business days, though it can sometimes take up to 10 days depending on your bank's processing times.
What if Just Eat closes my chat or won't help?
If direct contact fails, you can escalate by filing a chargeback with your bank or card provider. Provide them with all details and evidence of the missing order and your attempts to resolve it with Just Eat.
Ready to get your money back?
Reclaim it now, free →More money you might be owed
- UKHow to get a refund for a faulty product (even 'out of policy')
- UK / EUHow to get a refund when your order never arrived
- EUResolve a cross-border online purchase dispute (ECC-Net)
- SpainCómo reclamar la devolución por un producto defectuoso en España
- PortugalDevolução de produto com defeito em Portugal
- FranceProduit défectueux : garantie légale de conformité en France
A self-serve tool, not a law firm. General information, not legal advice.