Cancellation window
An order can be cancelled in full at no charge while its status is ‘received’. Once the kitchen sets the status to ‘preparing’, cancellation is no longer possible because preparation has begun.
Legal
Refund & Cancellation
Last updated 1 May 2026
How to cancel
To cancel a recently placed order, call the kitchen on +971 6 534 5772 or send a WhatsApp message to +971 50 162 8577 with your order number. Email is not the right channel for cancellation as it may not be read in time.
Refunds for cancelled orders
If an order paid by card is cancelled within the cancellation window, the refund is issued to the original card within five working days. Cash on delivery orders that are cancelled within the window are simply not charged.
Wrong, missing, or unsatisfactory items
If an item arrives wrong, missing, or in unacceptable condition, call us within thirty minutes of delivery and keep the item available for a courier to collect. We will either replace the item or refund the line total. Photographs sent to our WhatsApp number speed up the resolution.
Late delivery
If a delivery arrives more than sixty minutes after the estimate we displayed at checkout, you may either accept the order at the discounted price we offer at the time, or refuse delivery for a full refund. Weather and force majeure events are exceptions to this clause.
Refund processing time
Card refunds may take up to five working days to appear depending on your bank. Cash refunds are paid immediately by the delivery driver where possible.
Disputes
If you are not satisfied with how a refund was handled, email info@napoli7.com with the order number and a short description. We aim to respond within two business days.