Cancellations & refunds

Pickup-first, so timing matters

Silo is pre-order and pickup-first, so cooks shop and cook based on what sold. Here is exactly when you get your money back, and how.

Nothing is charged until a drop is confirmed

When you reserve a spot, we authorize your payment but only capture it once the drop hits its minimum and the cook confirms. If a drop never meets its minimum by the cutoff, it is canceled automatically and you are charged nothing.

If you cancel a confirmed order

4+ hours before pickup: full refund.
2 to 4 hours before pickup: 50% refund (the cook has already started shopping and prepping).
Less than 2 hours before pickup: store credit at our discretion.
No-show: non-refundable.

If the cook cancels

If a cook cancels a confirmed drop or cannot fulfill your order, you receive a full refund to your original payment method, every time. Repeated cook cancellations affect a cook's standing on Silo.

Something wrong with your food

If your order was missing, incorrect, or there was a genuine quality or safety problem, open the order and tap "Need help with this order?" We review every report and issue a refund or credit where warranted.

How refunds are issued

Approved refunds go back to your original payment method. Card refunds typically take 5 to 10 business days to appear. Store credit is applied to your Silo account instantly.

How to request

Open the order in the app and tap "Need help with this order?", or email hello@silo.market with your order number. Most requests are resolved within 24 hours.