Refund Policy

1. Refund Overview

We aim to provide customers with freshly prepared meals according to their selected menu choices and order details.

If there is an issue with an order, customers should contact our team as soon as possible so that the details can be reviewed.

2. Freshly Prepared Food Policy

Due to the nature of freshly prepared meals, returned food items cannot be accepted or resold after delivery or collection.

Any refund consideration will therefore be reviewed based on the specific circumstances of the order.

3. Eligible Refund Situations

A refund request may be considered in situations such as:

• The incorrect meal item was provided compared with the confirmed order details.
• An item is missing from the confirmed order.
• There is a significant issue affecting the quality or condition of the meal when received.
• The order cannot be completed due to circumstances related to preparation availability.

4. Non-Refundable Situations

Refunds may not normally apply in situations including:

• Incorrect information provided by the customer during ordering.
• Personal preference changes after preparation has started.
• Failure to collect an order within the agreed timeframe.
• Issues caused by incorrect handling after collection or delivery.

5. Reporting an Issue Time Limit

Customers should contact us within 24 hours of receiving their order if they wish to report an issue.

Requests received after this timeframe may be difficult to review due to the nature of freshly prepared meals.

6. Refund Request Process

To request a refund review, customers should provide:

• Order details.
• Customer name and contact information.
• A description of the issue.
• Any relevant supporting information.

7. Refund Review Timeline

Refund requests are normally reviewed within 3 working days after receiving the required information.

Customers will be informed of the outcome after the review has been completed.

8. Refund Method & Processing

Where a refund request has been approved, the refund will be issued using the same method originally used for the order.

• Refunds will be returned to the original account or method associated with the order.
• Partial refunds may be provided where only part of an order is affected.
• Refunds cannot normally be provided through alternative methods or cash payments.
• Customers will receive confirmation once the refund process has been completed.

After a refund has been processed, the time required for the funds to appear may vary depending on the customer’s financial service provider.

9. Order Cancellation Rules

• Cancellation requests made before meal preparation begins can usually be reviewed.
• Once preparation has started, cancellation may not be available due to the preparation process.
• Orders already completed cannot normally be cancelled.