Refund & Cancellation Policy
Last updated: TODO(legal) — Effective date — set to the date Legal signs this document off. Until then this page is a DRAFT and must not be presented as in force. Owner: Legal.
Draft — not yet in force. This document is awaiting legal sign-off. Sections still to be drafted are marked below.
This policy covers cancelling an order, cancelling or pausing a subscription, and what happens when something goes wrong with a delivery.
1. Cancelling an order
TODO(legal) — Until what point a customer may cancel a one-time order, and how that interacts with the kitchen having started preparation. Food is cooked to order against a next-day cut-off, so this is a real commercial decision, not boilerplate. Owner: Legal + Ops.
2. Pausing or cancelling a subscription
TODO(legal) — The cut-off for pausing, skipping or cancelling a subscription, and whether an already-generated delivery is still charged. Must match the generator cut-off the product actually enforces. Owner: Legal + Product.
3. If a kitchen cannot fulfil your order
A kitchen may have to cancel — an unplanned closure, for example. If that happens we tell you, and you are not charged for food you do not receive. Where a payment has already been taken, it is refunded.
4. If something is wrong with your order
Raise it from the order in the app, or write to us at the support address below. Your report opens a support ticket that both our team and the kitchen can see, and we will come back to you on it.
5. When you are eligible for a refund
TODO(legal) — The eligibility criteria and the evidence required (missing item, quality, late or non-delivery), and whether the outcome is a full refund, a partial refund or a replacement. Owner: Legal + Ops.
6. How and when refunds are paid
TODO(legal) — The refund method (original payment instrument vs alternative) and the timeline in working days. ⚠ Do not publish a timeline before it is confirmed against the payment gateway’s actual settlement times and the internal refund process is live end to end. Owner: Legal + Finance.
7. Cash on delivery
TODO(legal) — How cancellation and redress work for cash-on-delivery orders, where no payment has been captured. Owner: Legal + Finance.
8. Contacting us about a refund
Write to our support address, listed at the bottom of every page, with your order reference.