If Layout got your order wrong, we'll make it right. Here's when refunds apply and how to request one.
When you can get a refund
Refunds are for when the order doesn't match the preview you confirmed, like:
The order was placed at a closed or unavailable spot.
The location was different from the one you confirmed.
The items don't match your confirmed order.
A Layout glitch caused a duplicate order.
What the restaurant handles instead
Some things are between you and the restaurant, since they make and pack your food. These aren't Layout refunds:
Food quality, temperature, or how it was prepared.
Missing items or wrong portions.
Packaging or how long the food took.
How to request one
Reach out within 48 hours of the order. That window is firm, so don't sit on it. Include:
Your order ID.
What went wrong.
Any proof, like screenshots of the order preview or photos of what you got.
You can file it straight from the order in your account, under Get help with this order.
What happens next
A person reads every request, and we aim to reply within 24 hours. If it's approved, we'll put the money back and tell you how, either onto the card you paid with or as credit on your Layout account. A card refund takes a few business days to show up.
We'll also drop the service fee for that order, so you're not paying us for an order that went wrong.
For the full details, see our Refund Policy.