Last Updated: 12 August 2026
You may request to cancel your Order before the Merchant accepts it or begins preparing the food. Once the Order has been accepted and preparation has started, cancellation may not be possible and applicable charges may apply.
In some situations, an Order may be canceled by the Merchant or ToTo Food due to food unavailability, restaurant closure, delivery difficulties, technical issues, or circumstances beyond our reasonable control.
If an Order is canceled by the Merchant or ToTo Food and payment has already been completed, an eligible refund may be issued to the original payment method or, where available, as ToTo Food credit.
You may be eligible for a refund if your Order contains missing or incorrect items, is significantly damaged, or has a serious quality-related issue.
To request a refund, please contact our customer support team as soon as possible and preferably within three (3) hours of receiving your Order. Please provide your Order number and relevant details. Photos or other supporting evidence may be requested when necessary.
All refund requests are reviewed based on the circumstances of the Order. Providing a request does not automatically guarantee a refund. ToTo Food may contact the Merchant, Delivery Partner, or User to verify the issue before approving a refund.
Once a refund is approved, it will normally be processed through the original payment method. The time required for the refund to appear in your account depends on the relevant payment provider or financial institution.
ToTo Food is not responsible for delays caused by banks, mobile financial service providers, card networks, or other third-party payment processors.
Where available, an approved refund may be provided as ToTo Food credit with the customer's consent. Credits may be subject to applicable terms, validity periods, or usage restrictions.
Delivery fees, service fees, packaging charges, and tips may generally be non-refundable once the delivery process has started or the service has been provided.
However, exceptions may apply where the delivery or service failed due to an issue caused by ToTo Food, the Merchant, or the Delivery Partner.
Customers are responsible for providing an accurate delivery address and reachable phone number. If an Order cannot be delivered because of an incorrect address, unavailable recipient, or inability to contact the customer, the Order may be canceled and a refund may not be available.
If you believe you have been charged more than once for the same Order or notice an unauthorized transaction, please contact our support team immediately with the relevant payment and Order details so that we can investigate the issue.
For refund or cancellation-related assistance, please contact ToTo Food support with your Order number, registered phone number, and a clear description of the issue.
Company: ToTo Food
Email: [email protected]
Phone: +8801540-290225
Address: Tufazzal Hujurer Building, 6th Floor, Durjoy Moor,
Bhairob, Kishoreganj, Bangladesh.
Support Hours: 9:00 AM – 10:30 PM, 7 days a week
(Bangladesh Time)
ToTo Food may update this Refund & Cancellation Policy from time to time to reflect changes in our services, business practices, or applicable requirements. Any updated version will be published on the Platform with a revised “Last Updated” date.
যেকোনো প্রশ্ন, সমস্যা বা সহায়তার জন্য ToTo Food সাপোর্ট টিমের সাথে যোগাযোগ করুন।
