Ask for a refund on an order or ticket, and follow what happens next

When something has gone wrong with an order, a ticket or a voucher, you ask the place for your money back from the item itself in the app. The place sees what it was, when you bought it and the reason you gave.

Nothing is refunded until the place has looked at it. When it has, you are told whether it approved the request in full, in part or not at all, and the answer is shown on the item.

Four kinds of purchase can be asked about, each with its own time limit:

• An order: for twenty-four hours after it is delivered or collected. A delivery that is still out and more than fifteen minutes past its estimate can be reported too.
• An event ticket: any time before the event ends, if the ticket has not been used.
• An offer ticket: within fourteen days of buying. A bundle can only be asked about while none of its uses has been used.
• A voucher: within fourteen days of buying.

For an order you choose what happened: a missing item, the wrong item, cold or poor-quality food, very late, or something else. A delivery also offers three reasons of its own: it never arrived, it went to the wrong address, or there was a problem with the driver.

For a ticket or a voucher you may pick a reason from a short list, such as changing your mind or buying by mistake, or describe it in your own words.

The place decides. It can approve a request in full, approve part of it, or decline it. You cannot ask for a part yourself; the place chooses the part.

For an event ticket the part can be chosen seats or an amount. For an order it can be chosen items or an amount, and for an offer ticket an amount. A voucher is approved in full or declined.

Partly refunded means the place approved some of what you asked for, and the note shows the amount, or the seats. Declined comes with a note from the place if it left one.

Being checked means Mosey could not tell whether a refund had gone through, and is asking the card processor. It will not refund twice. If no refund was ever made, the request goes back to the place and you are told.

A refund goes back to the card you paid with. For a voucher you get back what is left on it, and the processing fee you paid when you bought it is not refunded.

A festival ticket is decided by the festival’s organiser, who is told when you ask. For an order, Mosey also adds a note to your chat with the place so you can follow up.

Some purchases can simply be cancelled, which is not the same as a request. A place can let you cancel a ticket for a full refund until a cut-off it sets, and an unused voucher can be cancelled within fourteen days.

When cancelling is no longer possible, the app points you to asking the place for a refund instead.