Refund Policy
Last updated: 13 October 2026
Before payment is confirmed
You can cancel on the payment screen at any time before you pay. Unpaid orders expire automatically and are never sent to the kitchen.
If a vendor can't fill your order
If a vendor cancels your paid order (for example, an item has sold out), you receive a full refund to your BiMPay account. You'll see the cancellation in the app straight away.
If your payment couldn't be matched
If we can't find your payment, your order is marked "Payment not received". If you did pay, email us with the order reference and your BiMPay transaction details and we'll confirm the order or refund you.
Problems with your food
If something is wrong with your order, tell the vendor at pickup or contact us within 24 hours with your order reference. Where an item was missing or not as described, we'll arrange a refund for that item.
After the food is prepared
Once a vendor has started preparing your order, we can't normally refund a change of mind or an order that isn't collected.
How refunds are paid
Refunds are sent by BiMPay to the account the payment came from, by whoever received your payment (normally the vendor), within 2 business days. KravRun tracks every refund until it is sent.