Pickup, cancellation & refunds

Policy version 2026-09-20. Please read this before placing an order.

An order may contain up to 500.00 EGP of food, including add-ons. The restaurant prepares your food before it is paid, so this caps what a single uncollected order can cost it. Place a larger order as separate orders, one at a time.

Cancelling an order

You can cancel in UniBite before the restaurant accepts your order. After acceptance, contact the restaurant directly. You cannot cancel an accepted order in the app. If the restaurant agrees to cancel, it must update the order.

Collect and pay for your food

Collect promptly once your order is marked ready for pickup. Four hours after that time, the restaurant can report an unpaid, uncollected cash order. The four-hour window starts when the restaurant marks the order ready, not when you place it.

A report immediately blocks new orders while a UniBite executive reviews it. If the report is approved, you are banned from ordering until you repay that order. The four-hour reporting window does not guarantee the restaurant will stay open or hold food for four hours; check its opening hours.

Repayment and restoring ordering

Pay the amount shown in Pickup & repayment directly to the restaurant. The restaurant must confirm full receipt. An executive then reviews the confirmation and restores ordering. Repayment does not create a new order or promise newly prepared food.

If more than one report is outstanding, all reports must be reviewed, all approved amounts repaid, and each repayment cleared by an executive. An unrelated account ban may still apply.

If a report is incorrect, contact UniBite through Help and include your order number and restaurant. An executive can dismiss a pending report. Dismissal removes that report’s restriction; it does not itself cancel an order still awaiting collection.

Missing items, incorrect food and refunds

Contact the restaurant or UniBite support about missing or incorrect items and refund requests. Card refunds, where applicable, are processed through the payment provider.

Changes to payment methods, fees or refund handling will be shown before you place a new order. Existing orders keep their recorded totals and accepted pickup policy.