You can cancel an order while it is placed and waiting for restaurant acceptance, with a reason. If a restaurant rejects or cancels an order, the order screen shows its status and any recorded reason.

Cancellation after preparation begins is not automatically available. Contact Help & support so the circumstances can be reviewed. Applicable consumer rights continue to apply.

Report the issue promptly through support with the order number and, when possible, photos. Support will review the issue with the restaurant. Do not consume food you believe is unsafe. The outcome may be a replacement, partial refund or full refund depending on the issue.

Cash-on-delivery orders that are cancelled before payment require no refund. If you have paid, contact support to agree a refund method and timeline. A refund status in Loop records the decision; it does not itself transfer money. Final payment-provider processing times and the operator’s grievance details must be added before launch.