Plans, Billing & Rewards
Cancellations and refunds
How to cancel, what happens to money already paid, and where refunds show up.
What it is
The process for stopping something you have paid for. Cancelling is a request our team acts on; any refund is recorded against the original order and returned to the card you paid with.
When to use it
When plans change.
Who can use it
The person who placed the order.
Where to find it
Step by step
Open the order you want to cancel.
Use its cancellation option, or contact support with the reference.
A cancellation request is logged against the order; it does not by itself stop work that is already under way.
Our team reviews it and tells you what can be refunded.
Any refund goes back to the card you paid with and appears against the original order.
What you should end up with
How much comes back depends on how far along it is
Common mistakes
- Assuming cancelling in the app stops physical work immediately. Call or message support as well if the event is imminent.
- Expecting a refund to appear on the card the same day. Banks usually take several working days.
If something goes wrong
- My order still shows the old status after cancelling.
- A cancellation request is recorded separately from the order's progress, so you can always see where it had actually got to. Our team updates the status when they act on it.
- The refund has not reached my card.
- Refunds take several working days to clear at the bank. If it has been longer than a week, contact support with the refund date and amount.
Related guides
- How payments and receipts workCards are handled by our payment processor, receipts are emailed, and everything is listed in My Payments.
- What each order status meansA plain-English reading of the statuses you will see on quotes, bookings, rentals and cake orders.
- Contact supportHow to reach us, what to include, and what to expect.
Still stuck? Tell us what you were trying to do and what happened instead.