Cancellation Foodpanda: Step-by-Step Guide

What is Foodpanda

Overview

Foodpanda is an app and web platform that connects customers with local restaurants and shops for delivery and pick-up orders. It also offers a paid subscription plan with delivery and discount benefits.

Service scope

The platform processes orders placed via mobile apps and web, and merchants on the platform must accept orders before they are prepared. Order handling, delivery and refund outcomes are governed by Foodpanda’s platform policies and merchant actions.

How to cancel Foodpanda

When you can cancel an order

You may cancel an order only if the vendor has not yet accepted it. This applies to both online payment and cash-on-delivery orders.

Once the vendor accepts the order, cancellation and any refund become subject to Foodpanda’s discretion and merchant agreements.

Step-by-step cancellation (Help Centre)

• Open the Foodpanda app or website and go to the Help Centre or Orders page.
• Select the order you want to cancel and choose the cancellation option if the vendor has not accepted yet.
• Explain the reason for cancellation in the provided field and submit the request.
• Wait for confirmation that the order was cancelled; if the merchant already accepted, you may be told cancellation is not available.
• If cancellation is not available, contact customer support through the Help Centre to request assistance or a discretionary refund.

What happens when you cancel

Order status and access

When you successfully cancel before vendor acceptance, the order is marked cancelled and no fulfilment will occur. You will retain access to order history and cancellation confirmation in the app.

Account and future renewals

Cancelling a single order does not affect your Foodpanda account or any subscription you hold. Subscription renewals must be managed separately in your account settings.

Will I get a refund?

Refunds for online payments

• By default, refunds for online payment orders are issued to PandaPay unless you opted out in Settings.
• If you opted out, refunds will go to your original payment method.
• Processing times: typically 5 - 7 business days; up to 30 days for overseas banks.

Refunds for cash-on-delivery and exceptions

• Cash-on-delivery refunds are made via bank transfer; orders above S$100 may require identity verification.
• Cash refunds may take 7 - 10 business days to process.
• If the vendor already accepted the order, refunds are discretionary and not guaranteed under platform terms.

Foodpanda plans and pricing

Subscription table

Subscription overview

Pandapro is a paid subscription that reduces delivery fees and offers partner discounts. Pricing above reflects the monthly plan as listed in verified pricing data.

Notes on changes

Prices and features may change over time; check your account settings for current plan details and renewal dates. No guaranteed changes for 2025 - 2026 are confirmed in the verified data.

Your consumer rights in Singapore

Statutory rights

Singapore has no general 14-day cooling-off or automatic refund right for online food delivery services. Distance-selling voluntary cooling-off rules do not generally create an automatic right for food-delivery platforms.

Platform discretion and regulatory remedies

• Foodpanda’s terms give the platform discretion over refunds once a vendor accepts an order.
• Regulatory actions (for example, enforcement on misleading advertising) can lead to specific remedies, but these are campaign-specific and not a universal refund right.

Customer experiences

Positive reports

Some users report dependable, timely deliveries and satisfactory customer service experiences on occasion.

Positive feedback is less frequent in public reviews but exists alongside negative reports.

Common complaints

• Frequent reports of delayed deliveries, missing or incorrect items, and difficulty getting refunds.
• Complaints about unresponsive or unsatisfactory customer service and refund handling are commonly reported in reviews.

For community reports and review summaries, see feedback threads and review pages.

Trustpilot reviews and Reddit discussion illustrate typical user experiences.

Documentation checklist

What to prepare before contacting support

• Order number and order date/time.
• Payment method used (Pandapay, card, cash-on-delivery).
• Screenshots of the order, confirmation, or any error messages.

Optional evidence to speed resolution

• Photos of incorrect or missing items.
• Delivery tracking screenshots or chat logs with the rider or merchant.
• Bank statements only if requested for identity verification (cash-on-delivery refunds over S$100).

Common mistakes

Cancelling after vendor acceptance

Many users assume they can cancel anytime. If the vendor already accepted the order, cancellation may be denied and refunds become discretionary.

Always check the order status immediately after placing an order to avoid this situation.

Assuming an automatic statutory refund

Assuming a 14-day cooling-off right or automatic refund can lead to frustration; Singapore law does not give a general 14‑day automatic refund for food delivery.

Rely on platform policies and gather documentation in case you need to escalate or request discretionary compensation.

Comparative recap

Quick comparison table

How to read the table

Use this table to check your likely options before cancelling. If in doubt, open the Help Centre and submit a cancellation or refund request with your documentation.

After cancelling

Follow-up steps

• Keep the cancellation confirmation and any reference number from the Help Centre.
• Monitor PandaPay or your bank account for the refund within the stated processing window.

Where to look for community feedback

To compare experiences or to see how others resolved issues, consult public review and discussion pages.

See community reviews: Trustpilot and user discussion: Reddit.

For general savings tips and plan overviews, a consumer summary is available at: MoneyDigest.

Address

Headquarters

Foodpanda Singapore regional contact and newsroom address: 63 Robinson Road, #11‑01, Singapore 068894.

Mailing and formal notices

For formal correspondence or notices, use the headquarters address above and include your account and order details to help route the inquiry.