Question 1

Why do I see a charge from Grill’d on my bank statement when I don’t remember eating there?

Accepted Answer

Grill’d charges can come from dine-in, takeaway, or online orders placed via grilld.com.au, the Grill’d app, or a delivery partner where Grill’d prepared the food. Check whether a family member or friend used your card, or whether you saved your card in a delivery app that routed the order to Grill’d. The statement descriptor often includes the store location (e.g., “GRILL’D MELBOURNE CBD”), which can help you recall a visit. If you still can’t identify it, contact the store listed or Grill’d support with the date, time, and amount for clarification.

Question 2

What are typical Grill’d charge amounts and why do they vary?

Accepted Answer

Common Grill’d charges typically reflect the cost of individual burgers, chips, and drinks, or meal combos, usually ranging from around AUD $10–$30+ depending on your order and location. Prices can vary by city and store, and the total may include extras like gluten-free buns, premium add-ons, sauces, and specialty drinks. Delivery and service fees from third-party apps may also appear on top of the food cost. Always check your itemised receipt or in-app order summary to confirm what was included in the total.

Question 3

Why is there a small or duplicate Grill’d charge showing as ‘pending’ on my card?

Accepted Answer

A small or duplicate-looking Grill’d charge in ‘pending’ status is often a payment pre-authorisation used to verify your card, particularly for online orders or pay-at-table systems. The final amount captured should match your actual bill, including any tips or adjustments, and the authorisation hold should automatically drop off within a few business days. If a pending hold remains or you see two completed Grill’d charges for the same visit, contact the store or Grill’d customer service with screenshots so they can investigate and arrange a reversal if appropriate.

Question 4

How can I get a receipt or tax invoice for my Grill’d purchase?

Accepted Answer

For in-store orders, receipts are usually printed at the time of payment, and some locations can reprint recent receipts if you return with your card details and the date/time. For online and app orders, a confirmation email or in-app order history normally includes your itemised receipt and GST details, which can be downloaded or forwarded as a tax invoice. If you can’t locate it, use the contact form on grilld.com.au with the store, date, amount, and last four digits of your card so support can try to retrieve a copy.

Question 5

How do I resolve an incorrect, overcharged, or duplicate Grill’d transaction?

Accepted Answer

If you believe you were overcharged, billed twice, or charged for an order you didn’t receive, first contact the specific Grill’d restaurant if you know which one processed the payment. Bring or attach your receipt, bank statement screenshot, and transaction time so staff can look up the payment in their system and process a refund or adjustment if an error is confirmed. For app or website orders, you can also reach out via grilld.com.au support with your order number. If you suspect the charge is fraudulent and can’t be matched to any order, notify your bank or card issuer immediately to dispute the transaction and block further use.

Question 6

Can Grill’d save my card details, and could this cause repeat-looking charges?

Accepted Answer

If you create an account on grilld.com.au or in the Grill’d app, you may have the option to save your card for faster checkout. This can make separate orders placed on different days look like recurring or repeat charges from Grill’d on your statement, even though each one reflects a distinct order. Check your app or online account order history to match each charge to a specific transaction. If you don’t want future charges, remove your saved card details in your account settings and sign out of shared devices.

Question 7

How do I contact Grill’d about a charge I don’t recognise?

Accepted Answer

You can contact Grill’d by visiting grilld.com.au and using the ‘Contact’ or ‘Feedback’ form, or by calling the specific restaurant listed in your statement descriptor. Provide the transaction date, time, exact amount, and the last four digits of your card so they can locate the payment. If the charge was made through a delivery platform (like Uber Eats, DoorDash, or Deliveroo), you may need to start the inquiry through that app’s support, which can coordinate with Grill’d if needed. Always avoid sharing your full card number or PIN—support staff only need limited details to search their records.

Question 8

What is Grill’d’s refund policy for incorrect orders or issues with my meal?

Accepted Answer

Refunds at Grill’d are handled at the store or channel level and are usually assessed case by case. If there was a clear error—such as being charged for items you didn’t receive, duplicate payments, or major quality issues—most restaurants can offer a replacement, credit, or refund to your original payment method. For app or online orders, use the contact details in your order confirmation or grilld.com.au to report the problem promptly, ideally with photos and your order number. Refund timing back to your bank account or card depends on your bank, but it typically takes a few business days once processed.

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