Most orders go through clean. If something's off, here's how to handle it.
The order doesn't match what you confirmed
If what you got is different from the preview you confirmed, that's on Layout to make right. This covers things like a wrong location, items that don't match your confirmed order, or a duplicate order. You may be able to get a refund. See How refunds work.
The order is late or not ready
Pickup timing is set by the restaurant, not Layout. If your order is running late or wasn't ready when you got there, check in with the restaurant directly, the same as any pickup order.
An item is missing or made wrong
If the restaurant left something out, made it wrong, or the food quality was off, that's between you and the restaurant, since they prep and pack every order. Reach out to them to sort it out.
The restaurant was closed or couldn't make it
If Layout placed an order at a spot that was closed or couldn't fulfill it, you may be able to get a refund. See How refunds work.
Still stuck? Reach out and we'll help.