Cancellation and refunds

Last updated 25 October 2026

This is how cancellations and refunds work for orders placed with M OS at the cinema.

Convenience fee

The convenience fee charged by Mstudios for each order is not refundable once the payment succeeds, including when the cafe cancels the order.

If the cafe cancels your order

If the cafe cannot make a paid order (for example, an item ran out or the show ended), it cancels the order and you see the reason on the order screen. The food amount is refunded to the same payment method. Banks usually show it within 5 to 7 working days.

If you want to cancel

Once an order is paid it is sent straight to the cafe, so it cannot be cancelled from the phone and there is no refund for a change of mind. If you made a mistake, speak to the cafe counter at once; the cafe may help if it has not started on your order.

Wrong or missing items

Tell the cafe staff or the counter straight away, before the end of the show. The cinema may replace the item or refund its price.

Payment taken but no order

If money was taken but the order screen does not show it as paid, the payment partner usually returns it automatically within 5 to 7 working days. If it does not, write to support@mstudiosmos.com with your mobile number, the time and the payment reference.

Orders not paid

An order that is not paid within 15 minutes expires. Nothing is charged.