Cancellation requests
A cancellation request is not automatically guaranteed. Whether an order can be cancelled depends on its current operational stage, including whether preparation has started.
Before preparation
If an order can be cancelled before preparation, the restaurant can release inventory reservations and handle any verified payment according to the applicable refund process.
After preparation starts
Food may already have been prepared or committed once an order reaches preparation stages. Cancellation and refund requests at that point require manual review and may not be accepted in full.
Manual payment receipt rejected
If an uploaded receipt cannot be verified, the payment may be marked failed and the order will not proceed as a paid order. If you believe a valid transfer was rejected, contact support with the order number and transfer reference.
Refund timing
Where a refund is approved, processing time can depend on the original payment channel, bank or wallet provider. Steam & Slay will provide the available transaction details when the refund is handled.
Wrong or problematic order
Report missing, incorrect or quality-related items as soon as reasonably possible and include the order number plus relevant details so the restaurant can review the case.