Refund & Cancellation Policy
Our promise is simple: if something's wrong with your order, we make it right. If you're a cook, we've got your back when the claim doesn't add up. Here's exactly how it works.
DineDash is a marketplace that connects independent home cooks with the people who want to eat their food. Because real people are cooking and delivering real meals, our refund rules depend on where your order is in the process.
Refunds always go back to your original payment method. In most cases they show up on your statement within 5–10 business days, depending on your bank.
Buyer eligibility by order stage
Before the cook accepts
If the cook hasn't accepted your order yet, you can cancel from your order screen and we'll refund every cent, including fees and taxes, back to your original payment method.
The cook declines
Cooks aren't obligated to take every order. If yours is declined, the refund is issued the moment we get the decline — no action needed on your end.
The cook cancels or no-shows
If the cook accepts but has to cancel — or the meal simply doesn't arrive — you're covered for the full order amount. We handle the refund and reach out to make it right.
There's a legitimate issue with the food
If a delivered order has a food-safety concern, is significantly not-as-described, or has a serious quality problem, please tell us within 24 hours of receiving it. Photos help us move quickly. We review, respond, and issue a refund where the concern checks out.
Change of mind after prep starts
Once the cook has started preparing your meal, they've committed real time and ingredients. Change-of-mind cancellations at that point aren't typically eligible for a refund — but if something else is going on, contact us and we'll take a look.
Cook protections
You're notified as soon as a dispute is filed
If a buyer raises a concern or files a chargeback, we let you know right away — in-app and by email — and share what the buyer reported.
You can submit your own side of the story
Photos of the prepared meal, delivery or pickup confirmations, and your message thread with the buyer all count. We collect it from you and include it when we respond.
One dispute doesn't affect your standing
You won't be paused, penalized, or hidden from search because a single dispute is under review. We only take account-level action when there's a repeated, confirmed pattern.
We advocate for you when the buyer is wrong
If the evidence shows you delivered what was ordered, we push back on the buyer's claim on your behalf — including with the buyer's bank when it comes to that.
Before you dispute with your bank
We know disputes can feel like the fastest path to a refund — but with a marketplace like ours, going straight to your bank usually slows things down. Please give us a chance first.
- •Please reach out to DineDash support first. In almost every case we can resolve things faster than a bank can.
- •A chargeback filed directly with your bank freezes the funds for the cook — often for weeks — even when the issue is small and easy to fix.
- •Contacting us keeps the cook out of the middle and gets you a resolution in days, not weeks.
The fastest way to a refund: [email protected] or reach us through the in-app support form. We reply within one business day.
How to contact us
Email [email protected] or use the contact form. If your order has already been delivered, tell us about any issue within 24 hours of receiving your order so we can review it quickly. Photos of the meal, packaging, and anything unusual make it much faster for us to help.
Policy version 2026-07-23, effective July 23, 2026. This policy applies to all DineDash orders in the United States and may be updated from time to time. The version in effect on the date of your order is the one that applies to it.
See also our Terms, Privacy Policy, and Legal & Compliance.