Refund from Just Eat for wrong or cold food
It is incredibly frustrating when your takeaway arrives wrong, incomplete, or stone cold. You paid good money for a meal you expected to enjoy, and you have a right to receive what you ordered. Do not settle for anything less than a full refund when your order is not up to scratch.
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Your rights
Under the Consumer Rights Act 2015, goods, including food, must be of satisfactory quality, fit for purpose, and as described. If your Just Eat order is wrong, incomplete, or cold when it should be hot, it fails these basic legal standards. You are entitled to a refund for items that do not meet these requirements.
Step by step
- 1Check your order immediately upon delivery. If anything is wrong, take clear photos or a video showing the issue, such as missing items, incorrect dishes, or the condition of cold food.
- 2Open the Just Eat app or visit their website and report the problem. You must notify Just Eat within 24 hours of placing the order to seek a refund or compensation.
- 3Clearly describe the issue, attaching your photographic evidence. State that the food was not as described, not of satisfactory quality, or not fit for purpose, citing the Consumer Rights Act 2015. Request a full refund for the affected items or the entire order if it was unusable.
- 4If Just Eat's initial response is unsatisfactory, or they direct you to the business, reiterate your consumer rights and your expectation of a full refund from Just Eat. They are responsible for facilitating the transaction.
- 5If Just Eat still refuses a full refund, consider escalating to your bank for a chargeback.
What they'll say, and your comeback
“It is the restaurant's fault, we are just the platform.”
Comeback, While the restaurant prepared the food, you, Just Eat, facilitated this transaction and are responsible for ensuring the service and goods meet consumer standards. My contract is effectively with you as the platform.
“We can only offer a partial refund or a voucher for your next order.”
Comeback, Under the Consumer Rights Act 2015, I am entitled to a full refund for goods that were not as described or not of satisfactory quality. A partial refund or voucher does not fully resolve the issue.
“You accepted the order, so we cannot offer a refund.”
Comeback, Accepting the delivery does not mean I accepted food that was incorrect, incomplete, or cold. The defect was only apparent upon inspection, and I reported it immediately.
What actually happens
In practice, getting a full refund from Just Eat for wrong or cold food can be challenging. While you have 24 hours to report an issue, prompt action with photographic evidence is best. Just Eat often attempts to offer partial refunds or account credit instead of a full monetary refund. For example, some customers report receiving £7.50 credit on a £19 order, or £13.92 credit instead of a full refund. They may also try to direct you to the restaurant. If initial attempts through the app fail to secure a full refund, reiterating your consumer rights and escalating to a chargeback with your bank is often the most effective route. This usually resolves the issue within a few weeks, though the initial steps with Just Eat can take a few days of back-and-forth.
FAQ
How quickly do I need to report a problem with my Just Eat order?
You must report any issues to Just Eat within 24 hours of placing your order. Reporting it as soon as possible, ideally within 30 minutes to an hour of delivery, will strengthen your claim as the condition of the food will still be evident.
What if Just Eat tells me to contact the restaurant directly?
Just Eat's terms state they may direct you to the business's own complaint procedure. However, your contract for the delivery service and payment is with Just Eat. Reiterate your consumer rights under the Consumer Rights Act 2015 and insist that Just Eat, as the platform facilitating the transaction, is responsible for resolving the issue.
What if Just Eat refuses to give me a refund?
If Just Eat refuses to provide a satisfactory refund, you can initiate a chargeback with your bank or credit card provider. Explain that you did not receive the goods as described or of satisfactory quality, providing all your evidence.
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Sources
A self-serve tool, not a law firm. General information, not legal advice. Last researched 2026-10-17.