Help centre

Payments and refunds

How payments work, how refunds are processed, and what to do if a charge looks wrong.

Frequently asked

Common questions on this topic.

What payment methods do you accept?

Visa, Mastercard, Amex, Apple Pay, and Google Pay. We do not take cash. We do not store your card number; payments are handled by Stripe.

When am I actually charged?

We authorise the card when you place the order, but you are only charged when the cook accepts. If the cook cannot take the order, the authorisation is released and nothing comes off your card. Some banks show this as a brief pending charge that disappears in a day or two.

How do I get a refund for a missing or wrong item?

Open the order in your account, tap "Get help with this order", and pick the issue. Refunds for missing items are usually processed within minutes. Bigger refunds may need a quick check by a human, which we aim to do inside one working hour.

How long do refunds take to land?

Once approved, refunds appear in your account within 5 to 10 working days, depending on your bank. We cannot speed up your bank.

I see a charge I do not recognise. What is it?

Charges from Ghochen will show as "GHOCHEN" or "GHOCHEN LIMITED" on your statement. If you see something different, or an amount that does not match an order, contact us at hello@ghochen.com with the date and amount and we will trace it.

Still need help?

If your question is not covered here, talk to your guide or contact a human directly. We respond within one working hour, 8am to 10pm UK time.