Money taken with no product provided

Ordered through their online system where payment is taken upfront and the restaurant has 5 minutes to confirm.

They failed to confirm the order, yet still took the money. I was told the refund would be processed within an hour, that never happened.

After following up multiple times (including being ignored on WhatsApp), I’m now being told it could take 3–12 days, and that I must follow it up myself with their third-party provider.

So to summarise: no confirmed order, no food, no refund and NO accountability. Passing customers off to a third party after taking their money is not acceptable. If you’re able to take payment instantly, you should be able to handle refunds with the same urgency.

Very disappointing experience. I would strongly recommend caution when ordering through their system.