Last updated: 26 July 2026
This Cancellation Policy describes when you, a Vendor, or Cedar Go may cancel an order on the Platform and what charges may apply. It forms part of our Terms and Conditions.
You may cancel free of charge while the order status is pending Vendor acceptance. Use the in-app cancel button where available or contact support promptly.
Once the Vendor confirms the order, cancellation is restricted. If the Vendor has not yet started preparing the order, we may attempt cancellation at no or reduced cost depending on Vendor status — this is not guaranteed.
After preparation starts, customer-initiated cancellation is generally not free. You may be charged the full goods value because the Vendor may not resell prepared food or opened goods.
If the driver cannot reach you after reasonable efforts — minimum 10 minutes waiting and at least two phone calls (WhatsApp optional) — the order may be marked undelivered. If failure is due to customer fault (wrong address, unresponsive customer, refusal without valid reason), you may be charged the full goods value and applicable delivery fee. Goods may not be returned depending on category.
Vendors may cancel if items are out of stock, the store closes unexpectedly, or legal/safety issues arise. You will receive notification and a full refund of paid amounts for undelivered goods and applicable fees unless partial fulfilment is agreed.
We may cancel orders for fraud checks, prohibited items, pricing errors, zone suspension, unavailability of drivers, force majeure, or breach of Platform rules. Paid amounts for undelivered items will be refunded according to the Refund Policy.
Cancel before preparation to avoid charges. If goods were prepared or delivery attempted due to customer fault on COD, we may record the amount as payable and restrict future COD privileges.
Any courtesy credits or waivers are voluntary and do not create a precedent or contractual obligation.
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