Not necessarily. Whether an order can be canceled and whether a refund will be issued after cancellation are two separate matters; the outcome depends on whether the merchant has already accepted or begun preparing the order, the current order status, any delays, and the customer service team’s decision—it cannot be determined based on a fixed waiting time in minutes.
Customers should first review the cancellation options and fee notifications currently displayed in the Uber Eats app. According to Uber’s current guidelines, merchants can cancel orders for free before accepting them; canceling after acceptance may incur a fee, and the screen will display a reminder. If a merchant cancels an order on their own due to being sold out or a high volume of orders, the outcome may also vary; for example,In-App Notes for This IssueThis version shall prevail.
If a delivery driver encounters a situation where a restaurant has not prepared the order for an extended period, they should first log their arrival at the restaurant and waiting time in the delivery app, and then use the app’s assistance or customer service process to handle the accepted order. If the delay affects the meal, safety, or the rider’s subsequent schedule, review the options provided by the system first; do not treat the consumer’s refund policy as the delivery platform’s handling policy.
Regardless of your role, do not take meals away, discard them, mark them as completed, or bypass the system process on your own; these actions will only make it more difficult to clarify the whereabouts of meals, associated costs, and account disputes.
