Last updated: 2 October 2026

The Spanish version of this policy is the legally binding one; this English translation is provided for convenience.

Digital canteen cancellations and refunds policy

1. Scope

This policy applies only to orders placed through the Kombo digital canteen (the Canteen service). Any other order or service is governed by the general Terms of Service, which also apply to canteen orders in everything not covered here.

2. Problems with an order

Any problem with a canteen order (order not received, late delivery, wrong items, quality, wrong charge) is reported from the order's own page in the app, using "Report a problem".

Reports made within 24 hours after the end of the order's delivery window are eligible for a refund review. After those 24 hours a report is still accepted and welcome, but only as feedback: it does not lead to a refund.

One report per order. Kombo reviews the case and, when it applies, offers the appropriate compensation. Returns of food products are not accepted.

3. Cancelling orders

So that our partners can plan their production, the number of orders you can cancel yourself in the app is limited. If, among your orders with delivery in the last 30 days or already scheduled, more than 5% have been cancelled by you and they add up to at least two cancellations, you will not be able to cancel further orders in the app.

4. Chargebacks

Before initiating a chargeback or dispute with your bank or card issuer for any order, you must first contact [email protected] to attempt resolution. Failure to do so may result in any payment network fees and a Kombo handling fee being charged to your account.

5. Contact

For any question about this policy: [email protected].