This Refund Policy sets out the terms and conditions under which refunds may be granted for food orders placed through our website. It is designed to be consistent with your rights under the UK Consumer Rights Act 2015 while also protecting the legitimate interests of our restaurant partners.
Nothing in this policy affects your statutory rights.
We aim to resolve issues fairly and transparently. Refund eligibility will be assessed on a case-by-case basis, taking into account (where applicable):
Verified discrepancies between the items ordered and the items received
Documented delivery or collection issues
Substantiated concerns about food quality
Legitimate food safety issues
A full or partial refund may be considered if:
Your order arrives more than 90 minutes after the estimated delivery time
Your order is not delivered despite reasonable delivery attempts
Delivery is made to an incorrect address due to our error (subject to verification of the details you provided)
Items are missing from your order, supported by photographic evidence and/or other verification
Refunds may be considered where:
Issues relating to food temperature or quality are reported within 30 minutes of delivery
Items received significantly differ from the menu description
There are genuine food safety concerns, supported by appropriate evidence
To enable us to investigate properly:
Issues must be reported within 60 minutes of delivery or collection
All claims must include supporting evidence where reasonably possible
Once a claim is verified, refunds will typically be processed within 14 business days
No refund requests will normally be considered more than 24 hours after delivery or collection
To review your request, we will usually require:
Your order number and a copy of your receipt
Clear photographs showing the issue (e.g. incorrect items, damage, quality problems)
A detailed description of the problem
Time-stamped evidence, where relevant (e.g. screenshots, delivery time proof)
Valid contact information so that we can reach you if further details are needed
Where a refund is approved, it will be issued to the original payment method used at checkout. Indicative timescales (subject to your bank or provider) are:
Credit/Debit Cards: 5–7 working days
Bank Transfers: 5–10 working days
Digital Wallets: 3–5 working days
Actual timings may vary depending on your bank, card issuer or payment provider.
Please note the following:
Significant consumption of the food may limit or void refund eligibility, except where there are clear food safety concerns
Personal taste preferences alone are not generally considered valid grounds for a refund
Delivery/ service charges are non-refundable unless the delivery or collection service has failed entirely
During peak hours, estimated delivery times are indicative and may be subject to delay
Adverse weather, traffic or other events outside our reasonable control may affect service standards
Multiple or frequent refund requests from the same customer may be subject to additional checks or verification
Our restaurant partners reserve the right to:
Request evidence before agreeing to any refund or replacement
Decline refunds for unsubstantiated or fraudulent claims
Restrict or block accounts where suspicious or abusive refund patterns are identified
Modify menu items, prices or descriptions without prior notice
Refuse service to customers who demonstrate an excessive or abusive refund history, in line with applicable law
For refund requests or questions about this policy, please contact our customer service team:
Email: [Insert Email]
Phone: [Insert Phone Number]
Operating Hours: [Insert Hours]
Please include your order number and a brief summary of the issue in your initial message so we can assist you more quickly.