Uber Eats vs Grubhub Refund Process

Uber Eats

• Missing items: refund for sales price of missing item(s) plus applicable tax
• Wrong items: refund for incorrect item(s) after Uber verifies with the restaurant
• Quality issues (cold food, spilled): partial refund or courtesy credit at Uber's discretion
• Entire order wrong: full refund including taxes and delivery fees
• Order never arrived: full refund including delivery fees and taxes
• Must file within 48 hours of delivery — requests outside this window are ineligible

Grubhub

• Grubhub may offer credits or refunds on a case-by-case basis for errors with order or charged amounts
• Grubhub may issue a refund when issues are within the restaurant's control
• Customer reports an issue that Grubhub support teams evaluate
• Payments are final and non-refundable unless otherwise determined by Grubhub

Uber Eats

• Open the Uber Eats app and tap the 'Orders' tab at the bottom
• Locate the problematic order and select it
• Scroll down and tap 'Help'
• Choose the issue category (missing items, wrong items, quality issues, order never arrived)
• Select the specific items affected and describe the issue
• Upload photos if prompted — clear photos significantly strengthen claims
• Submit the request — you'll receive a notification with the outcome

Grubhub

• Check order confirmation email for restaurant phone number
• Call the restaurant to check order status
• If order not received, reach out to Grubhub’s Customer Care team on the Contact Us Page
• If something is wrong with food, reach out to Grubhub’s Customer Care team on the Contact Us Page

Uber Eats

• Uber Cash / account credits (default for minor issues outside California)
• Original payment method (credit/debit card): 3-10 business days
• California AB 578 (effective Jan 1, 2026): full cash refund required for missing, incorrect, or undelivered orders — includes food cost, taxes, fees, and tips

Grubhub

• Credit
• Original payment method (implied)
• Alternative method (for campus stored-value cards)

Uber Eats

• For partially affected orders (e.g., one missing side), Uber refunds only the affected item's sales price plus its share of tax
• Delivery fees are typically only refunded when the entire order is wrong or never arrived
• Driver tips: under California AB 578, tips must be included in the full refund; outside CA, tips are often not refunded
• The tip is not clawed back from the driver — the platform absorbs the cost

Grubhub

Not available

Uber Eats

• In-app: Help section within the order details
• Email: eats@uber.com
• Phone: 800-253-6882
• Twitter/X: @Uber_Support
• Under CA law (AB 578), platforms must provide access to a human customer service representative

Grubhub

• Grubhub reviews customer refund requests by evaluating various factors when an issue is reported.
• Disputes are generally denied if the merchant did not confirm or fulfill the order, involve non-Grubhub orders, or a prior refund/credit was issued.

Uber Eats

• Refund abuse detection: approximately 2 refunds per 30-day period limit; approximately 20 lifetime refunds before blanket denial
• Exceeding limits can lead to account deactivation/ban for suspected refund fraud
• Uber One membership refundable within 30 days if no benefits used; after that, non-refundable for current billing cycle
• Uber One members do not receive formally different refund treatment but may get better support responsiveness
• Always provide clear photos and be specific about which items were affected
• File immediately after delivery for best chances of approval

Grubhub

• Grubhub offers credits or refunds in its sole discretion
• Payments are final and non-refundable unless determined by Grubhub
• Grubhub handles customer transactions; restaurants receive order total minus Grubhub's percentage