1. Automatic Refunds for Unaccepted Orders
Restaurants must accept your order promptly. If a restaurant has not confirmed your order within 20 minutes of placement, Nexus Ivy automatically cancels the order and issues a full refund (food, tip, and any fees) to your original payment method. You'll receive a push notification the moment this happens. No support ticket needed.
2. Cancelling an Order Yourself
| Order status | Can you cancel? | Refund |
|---|---|---|
| Placed (restaurant hasn't accepted) | Yes. Tap Cancel Order in the app. | 100% automatic refund |
| Confirmed / Preparing | Not in the app. The kitchen is already working. | Call the restaurant directly; refunds at the restaurant's discretion |
| Ready / Picked up | No | See Section 3 for quality issues |
Scheduled (pre-ordered) pickups can be cancelled in the app up to 30 minutes before the scheduled pickup window for a full refund.
3. Wrong, Incomplete, or Poor-Quality Orders
If your order has missing items, incorrect items, or a significant quality problem (undercooked food, foreign objects, safety concerns), contact us within 48 hours through in-app support or support@nexusivy.com. Include a photo when possible. It speeds everything up.
Depending on the issue, we will offer one of the following:
- Full refund for orders that were never received, or where the food was substantially wrong or inedible. We review these with the restaurant, and we aim to decide within one business day.
- Partial refund for missing or incorrect individual items, refunded at the item price you paid.
Every remedy we offer is money back to your original payment method. We do not issue store credit, vouchers or points in place of a refund.
4. What Is Not Refundable
- Change of mind after the restaurant has started preparing your food.
- Orders not picked up during the restaurant's stated pickup window. Restaurants hold orders as long as they reasonably can, but food left uncollected may be discarded without refund.
- Taste preferences (for example, "not spicy enough") that don't amount to a preparation error.
- NI Points and any promotional credits, if and when those programs launch. They have no cash value and are not redeemable for money.
5. Refund Timing
Approved refunds are issued to your original payment method immediately on our side. Banks and card issuers typically post the credit within 5–10 business days. Refunds of Apple Pay charges follow the same timeline through your linked card.
6. Tips
Tips go 100% to the restaurant staff. If your entire order is refunded (including automatic refunds under Section 1), your tip is refunded with it. Tips on completed orders are not refundable.
7. Fraud and Abuse
We take refund abuse seriously so we can keep making things right for honest customers. Accounts with patterns of false refund claims may have refund privileges limited or be suspended under our Terms of Service. All refund requests are logged and reviewed.
8. Group Orders
Group ordering is not available yet. Every order is placed and paid for by one person, and any refund goes back to whoever paid for that order.
9. Contact Us
In the app: Profile → Help & Support (fastest, because it's connected to your order history). That channel is answered first by the Nexus Ivy AI support assistant, which can look up your order but cannot issue a refund. Every refund under this policy is reviewed and approved by a person.
Email: support@nexusivy.com
This policy is part of our Terms of Service. We may update it with 30 days' notice for material changes.