Public order policy
Order & Refund Policy
This page describes what actually happens to an order and your payment at each stage, from placing it to pickup.
Order lifecycle
Every order moves through a defined set of states: pending, confirmed, preparing, ready, and completed. A vendor can also reject a pending order, and either side can end an order in cancelled. Only these transitions are allowed -- for example, an order can't jump from "preparing" back to "pending."
Cancelling an order you placed
You can request to cancel an order before the vendor begins preparing it. Each vendor sets their own cancellation window and policy text, shown at checkout and on your order, since prep timing varies by kitchen. Your request is reviewed and marked approved, denied, or withdrawn -- it is not always automatic.
If a vendor rejects or can't fulfill your order
A vendor can reject a pending order (for example, if an item sold out or they closed unexpectedly). If your order is rejected or cancelled before pickup, contact support with your order number to confirm your refund status -- support can look up the exact payment state for that order.
Refunds
Refunds are issued to your original payment method through Stripe, our payment processor. Processing time back to your card or bank depends on your card issuer, not Noshora Live.
Duplicate charges or a stuck order
If you were charged twice for the same order, or a payment succeeded but the order never appeared, don't reorder -- contact support with the approximate time and amount so it can be traced and corrected.
Questions about a specific order
For anything not covered here, open a support case with your order number -- this is the fastest way to get an order-specific answer.