Cancellation Grubhub: Step-by-Step Guide

What is Grubhub

Overview

Grubhub is an online food ordering and delivery platform that connects customers with restaurants for delivery and pickup.

The service also offers a subscription called Grubhub+ with benefits for frequent users.

Availability in South Africa

Grubhub's primary operations and documentation target markets like the United States; public information about South African pricing or full local support is limited.

If you are using Grubhub in South Africa, expect that some policies (subscriptions, refunds) follow the company-wide rules described on its official pages.

How to cancel Grubhub

Cancel via app or website

• Open the Grubhub app or log in at Grubhub.com and select the active order.
• Tap or click "Cancel order" (if the option is present), choose a cancellation reason, and submit.
• If cancellation succeeds, you will see confirmation in the app and any next steps noted there.
• For step-by-step guidance see this article: How to cancel an order on Grubhub.

When the cancel option is unavailable

• Cancellation is typically possible only before the restaurant begins preparing the food; after preparation starts, cancellation is generally not allowed.
• If the in-app cancel button is gone or late, contact Grubhub customer support or call the restaurant directly to request help or an exception.

What happens when you cancel

Order access and status

If the order is cancelled before preparation, the restaurant will not prepare the food and the order status should update to cancelled in the app.

Keep screenshots of the cancelled order screen and any confirmation messages for your records.

Subscriptions and membership access

If you cancel a Grubhub+ membership, benefits typically continue until the end of the current billing period.

Grubhub's stated practice is that pro-rated refunds for partially used Grubhub+ memberships are not generally provided; see the official Grubhub+ information for details.

Will I get a refund?

General policy

• Refunds for cancellations are not guaranteed; they depend on timing and the circumstances around the order.
• Orders cancelled before restaurant confirmation or preparation are more likely to receive full refunds.

Issues during or after delivery

• If an order is incorrect, missing items, not delivered, or extremely late, you can request a refund or credit from Grubhub; credits are commonly issued.
• Provide supporting evidence (photos, timestamps, order ID) to improve the chance of a refund or credit.
• There is no clear indication that a statutory 14-day cooling-off right applies to food delivery or recurring memberships; refunds are evaluated case-by-case.

Grubhub plans and pricing

Overview of available plans

Grubhub offers a membership called Grubhub+ that provides benefits like free delivery on eligible orders and member offers.

Billing and cancellation methods vary by platform (App Store, Play Store, or Grubhub.com).

Pricing information

No official public pricing in South African Rand (ZAR) for Grubhub or Grubhub+ was found in available sources.

If you need current pricing or local availability, contact Grubhub support or check account/subscription pages in the app.

Your consumer rights in South Africa

General protections

South African consumer law (for example, the Consumer Protection Act) provides rights such as fair value, honest marketing and undistorted information.

These rights protect customers against misleading or unfair practices but do not automatically create a 14-day cooling-off right for prepared food delivery.

Refunds and prepared food

• Refund entitlements for prepared food are not straightforward under consumer law and typically depend on the specific problem (e.g., food safety, wrongdoing by the supplier).
• Online delivery platform refund decisions for order issues are often discretionary and handled per the platform's policies.

Customer experiences

Positive feedback

Some users report that the Grubhub mobile app is intuitive and easy to use, and that customer service can be helpful in resolving issues.

Local reviews note that fees have been reported lower than some competitors in certain markets.

See user feedback: GetApp South Africa Grubhub listing.

Common complaints

Common negative reports include incorrect orders, very late deliveries, difficulty cancelling orders or obtaining refunds, and inconsistent customer service.

Widespread problem reports are visible in public reviews: Capterra South Africa reviews and Trustpilot Grubhub reviews.

Documentation checklist

For cancellations

• Order number and date/time of order.
• Screenshots showing the order status and any cancellation confirmation.
• Record of any in-app messages or confirmation emails.

For refunds and disputes

• Photos of the delivered items (wrong, missing, or damaged) and timestamps.
• Delivery driver or restaurant contact details if available.
• Payment receipts or bank/card statements showing the charge.

Common mistakes

Timing errors

Attempting to cancel after the restaurant has already started preparing the food is a frequent mistake and usually prevents cancellation.

Check the order status immediately after placing an order if cancellation may be needed.

Evidence mistakes

Not capturing photos, timestamps, or screenshots reduces the chance of a successful refund claim.

Assuming a statutory cooling-off period applies to food deliveries is another common error; refunds are assessed case-by-case.

Comparative recap

Policy vs reported experience

The table below summarises Grubhub's typical policy positions and what users commonly report in reviews.

How to read the table

The "Policy" column describes company-stated or commonly documented practices.

The "Reported experience" column summarises recurring themes from user reviews and public feedback.

After cancelling

If you need a refund

• Use the documentation checklist above and contact Grubhub support through the app or website.
• For subscription cancellations and details, consult Grubhub+ information: Grubhub+ details.

Following up and escalation

If initial support responses are unsatisfactory, keep records of all communications and consider escalating through written support channels.

Public reviews and complaint records (e.g., Capterra, Trustpilot) indicate persistence and good documentation improve outcomes.

Address

Mailing address

Grubhub corporate address (primary):

111 W Washington St, Suite 2100, Chicago, IL 60602, United States

Notes

Use the in-app support channels for order-level issues; use the corporate address for formal or legal correspondence if required.

For quick how-to information on cancellation steps, see: How to cancel an order on Grubhub.