Refund & Cancellation Policy
Tortal Pty Ltd (ABN 16 697 930 733) · Effective 6 October 2026
1. Cancelling an order
- By you: you can cancel from your order screen before the restaurant accepts the order. After acceptance the food is being prepared and the option is no longer available. Contact support if there is a genuine problem.
- By the restaurant: if it cannot fulfil your order, the order is cancelled and you receive a full refund.
- By Tortal: we may cancel for technical problems, suspected fraud, incorrect or unreachable delivery details, or safety reasons. Anything you paid will be refunded.
2. Payment problems
- If an online payment is not completed, no order is placed and nothing is charged. These pending orders cancel automatically after about 15 minutes.
- If you were charged but no order was created, email support with the time and amount and we will refund you in full.
3. When you can request a refund
- Items missing from your order (refund for those items)
- Wrong items delivered
- Order not delivered, or marked delivered but not received (after we check)
- Food that is unsafe, spoiled or seriously damaged
Request it from the order screen in the app: choose a reason, add details and, where relevant, a photo. Please report it promptly, ideally the same day, and include your order number. Tortal reviews each request and decides on a partial or full refund based on the evidence.
4. When refunds are not given
Wrong address given by you, you were unavailable to receive the order, change of mind after the restaurant accepted it, minor delays from traffic, weather or preparation time, or personal taste.
5. How refunds are paid
Approved refunds are paid to the original payment method. Card payments refund to your card, usually within 5 to 10 business days, depending on your bank. Refunds for cash-on-delivery orders are arranged with support.
6. Your consumer rights
This policy does not limit your rights under the Australian Consumer Law, including remedies for a major failure.
7. Misuse
We may restrict accounts with repeated invalid or fraudulent refund claims.
8. Contact
support@tortal.com.au · Tortal Support Team, [Suburb], NSW.
