Complaint and for Refund Regarding Cancelled Uber eats Order

Dear Uber East Support Team,

I am writing to express my extreme dissatisfaction with the handling of my order cancellation on 22 of December 2025 between 11 am and 12 pm.

I initially placed an order for a family variety meal through the Uber app. However, within a minute of placing the order, I decided to change the delivery address. As per the normal process, I canceled the order, expecting to be charged the stated cancellation fee of R15 (R9 specifically for the cancellation).

To my surprise, when I followed up on the refund, the app chat informed me that Mochachos, Sunninghill, had already started preparing my order, and thus I was charged for the full cost of the food. This claim was completely unfounded.

I immediately contacted Mochachos, Sunninghill, and they confirmed that it was clearly marked on their system that the order was canceled, and they had not started preparing the food at all. This indicates that the information provided by Uber East was false and misleading.

I believe I have been unjustly charged for a meal that was never prepared. I demand a full refund of the amount charged for the food, excluding the legitimate R15 cancellation fee, as soon as possible.

I hope that this issue can be resolved promptly. If I do not receive a satisfactory refund and resolution within 24 /hours, I will have no choice but to escalate this matter through other appropriate channels.