SYNINN
Order · Stay · Dine
Refund & Cancellation Policy
How cancellations, refunds and complaints are handled
At SYNINN, we aim for transparent and fair outcomes across all our services. In short: cancellations are refunded as set out below, and quality complaints are resolved with the restaurant — where agreed, as a credit or discount on your next order.
How refunds work
Cancellations — where a refund is due (see below), it is returned to your original payment method or your SYNINN wallet.
Complaints & quality issues — for a genuine issue with an order you received (wrong, missing or poor-quality items), you raise it with the restaurant through in-app chat. If the restaurant agrees, the resolution is usually applied as a credit or discount on your next order from that restaurant, rather than a cash reversal. SYNINN can step in if you and the restaurant cannot agree.
Food delivery — cancellations
- Cancelled before the restaurant accepts: full refund (online payments)
- After the restaurant starts preparing: the order cannot be cancelled, as the food is already being made
- Order undelivered for a genuine reason: full refund
- Quality issue (wrong/damaged items): raise it in chat with the restaurant; resolution as above (typically a next-order credit or discount if the restaurant agrees)
Takeaway — cancellations
- Cancelled before the restaurant accepts: full refund
- Not collected within 2 hours of the ready alert: treated as a no-show, no refund
- Restaurant unable to fulfil: full refund
Dine-in table bookings
- Cancel free up to 2 hours before your slot — the convenience fee returns to your SYNINN wallet
- Within 2 hours of the slot: the convenience fee is not refunded
- Restaurant cancels for any reason: full refund of the convenience fee
- No-show: no refund; repeated no-shows may lead to a temporary booking ban
Hotel stays
Each hotel sets its own cancellation window, shown on the hotel page before you pay. Cancel within that window for a full room refund (room charges + GST); after it, a partial refund or none may apply as per that hotel's stated policy. Once the check-in date has passed, no refund is due. If the hotel cancels or cannot honour the booking, you receive a full refund. The convenience fee is not refunded, as the service has already been provided.
Room service & in-stay orders
- Charges added to your room folio are settled at hotel checkout
- Items not delivered or wrongly billed: raise it at the hotel front desk before checkout, or with us within 24 hours
Wallet credits
- Wallet credits can be used for any future booking, delivery or takeaway
- Wallet balance does not expire
- Wallet credits are non-transferable and non-withdrawable to a bank account
Disputes
For any refund or complaint dispute, raise a ticket via Help & Legal → Help Center, or email support@syninn.com. We aim to resolve within 5 working days. SYNINN reserves the right to refuse refunds in cases of policy abuse.