PLATOO is a UK food delivery marketplace operated by PLATOO LTD (Companies House #17138616, ICO ZC133390). This policy explains how we handle customer refund requests for orders placed through our platform.
You can ask us to investigate an order if any of the following happen:
If your reason isn't on this list, you can still file under "Other" and we will review.
You'll get a confirmation that your claim is being reviewed.
Claims must be filed within 48 hours of delivery — or, if your order never arrived, within 48 hours of the original estimated delivery time. Claims filed after this window may not be reviewable, except in exceptional circumstances such as an allergen issue or a food safety concern, where we will always investigate regardless of how much time has passed.
A PLATOO admin will review your claim, normally within 2-3 business days. We may ask the restaurant for their version of events, look at delivery confirmation photos, check the order timeline, and review any evidence you submitted.
We then decide one of three outcomes:
In every case, we'll send you a written explanation of our decision via email and in-app.
When we approve a refund, we also assign fault — this determines who covers the cost, but it does not change what you receive:
You don't choose the fault — we assign it based on the evidence.
If we find a restaurant at fault, the restaurant has 7 days to formally dispute our decision and submit their own evidence (e.g. CCTV footage from the kitchen, a delivery confirmation photo, packaging records). If they dispute, we re-review the case taking their evidence into account and issue a final decision. Our final decision after a dispute is binding.
A restaurant dispute does not affect your refund — you receive the money regardless of whether the restaurant later disputes the charge. The dispute only affects who internally bears the cost.
If we approve a refund and your original payment was by card, we issue the refund through Stripe (our payment processor) on the same day. The refund appears on your card statement within 5-10 business days, depending on your bank.
We cannot send refunds to a different card or bank account from the one you originally paid with. This is a Stripe policy, not ours.
If you paid by another method (e.g. cash on delivery), we will contact you separately to arrange the refund.
PLATOO uses an automated counter to track refund claims per customer. The counter resets every 90 days.
This is a fraud-prevention measure — the vast majority of customers are never affected. We track in-app flags only and never share this data with restaurants or third parties.
If your account is flagged or rate-limited, you can email us at support@platoo.co.uk and we will manually review.
We won't issue a refund for:
If you disagree with our decision, you can appeal by emailing support@platoo.co.uk with your order number and the reason for your appeal. A different PLATOO admin from the one who made the original decision will review your appeal within 5 business days.
If you remain unsatisfied after our appeal process, you may have rights under the UK Consumer Rights Act 2015 to seek further remedy. Nothing in this policy limits or removes your statutory consumer rights.
This policy operates alongside, not instead of, your rights under UK consumer law. You always retain your rights under:
If you believe we have breached your statutory rights, you can also contact the Citizens Advice consumer service (citizensadvice.org.uk / 0808 223 1133) or your local Trading Standards office.
For any refund question or appeal:
We aim to respond to all support emails within 1 business day.