Too Good To Go Refunds, Cancellations, and Missed Pickups Explained

Cancellation, refund, and missed pickup are not the same event. A cancellation ends a reservation under the available app or store process. A refund returns money after an eligible cancellation or complaint. A missed pickup means the customer did not collect within the stated window—and current US terms say the bag may no longer be available and the user may still be charged.

This is a practical summary, not legal advice. Always consult the current Too Good To Go US user terms and official support for the order and jurisdiction involved.

Cancelling your own reservation

The US terms effective at the time of this review say a user may cancel in the app before the earlier of the conclusion of pickup or the end of the listed pickup time. They also describe in-store cancellation before pickup through the app's complaint route.

Use the current order screen because controls and wording can change. Cancel as soon as plans change so the merchant and marketplace have the best chance to make the food available appropriately. Do not simply decide not to show up.

When the store cancels

Stores can have less surplus than expected. The current user terms say stores generally may cancel until one hour before pickup, with later cancellation possible in some circumstances. The platform may notify users through the contact channels they have enabled.

Check the order status before leaving, especially for a long trip. A store cancellation should release or refund the reserved amount under the current terms, though payment-provider timing can vary.

Missed pickups

If you arrive after the window, the merchant may no longer have the bag. Current terms state that a user who does not pick up within the reservation window may still be charged. Treat the end time as a deadline, not a suggestion.

If delay is unavoidable, use the app's current support options. Calling the merchant may be courteous, but it does not automatically change marketplace or refund rules.

BagRescue users should set conservative pickup days and dates. Auto-reserve is useful only when the customer can collect; see our candid discussion of automation benefits and downsides.

Refund requests and complaints

The current US terms say refund requests must be submitted within 30 days after the end of the pickup window and that refunds may be provided at Too Good To Go's discretion for issues such as complaints or recalls. Do not wait until the deadline.

Use the order-specific help route and provide:

• order or reservation identifier;
• store and pickup time;
• a concise description of what happened;
• photos when condition, quantity, or packaging is relevant;
• screenshots of cancellation or payment status.

Never send a password, full card number, card security code, or authentication token.

Pending amount vs completed refund

The amount on a card may initially be a payment authorization. A cancellation can release the authorization or trigger a refund if the amount was already collected. Banks display those states differently and process them on different timelines.

Before submitting multiple claims, compare the app order, email, and card transaction status. Our payment failed troubleshooting guide covers pending authorizations and missing reservations.

Food quality and safety complaints

A surprise bag does not guarantee preferred contents, but spoiled, unsafe, recalled, or materially problematic food should be documented and reported through official support. Do not eat food you believe is unsafe merely to prove a complaint.

Store perishables promptly and use USDA-based fridge and freezer guidance. For allergen uncertainty, see using TGTG with food allergies.

How to avoid future missed pickups

Choose stores on routes you already travel, add a buffer to the pickup start rather than aiming for the final minute, review the order immediately after a reservation, and pause monitoring before travel or schedule disruption. Keep calendar reminders for narrow windows.

If a store's timing is consistently impractical, remove it. A less glamorous bag you can collect reliably reduces more waste than a highly rated one you miss.

FAQ

Do I get a refund if I miss pickup?

Do not assume so. Current US terms say the bag may no longer be available and the user may still be charged when pickup is missed.

What happens when the store cancels?

Under the current terms, the reserved amount should be released or refunded if already charged, but payment-provider timing can vary.

How long do I have to request a refund?

The current US user terms say requests must be submitted within 30 days after the pickup window ends. Submit promptly and verify the current terms.

Can BagRescue issue a Too Good To Go refund?

No. Marketplace orders and refunds are controlled through Too Good To Go and the relevant payment process.