Refunds and cancellations.
We prepare food and reserve time, ingredients and staff around confirmed orders. If something changes, tell us as early as you can.
On this page
Your statutory rights
This policy doesn't take away your rights under UK consumer law.
If food or a service is faulty, unsafe, not as described or not provided as agreed, contact us and we'll deal with it fairly and in line with the law.
Takeaway and pre-orders
Takeaway food is perishable and prepared for a specific collection date, so the normal 14-day change-of-mind period for online orders doesn't generally apply.
If you need to cancel, contact us as soon as possible.
If we haven't started preparing your order or committed costs to it, we'll consider what can reasonably be refunded.
Once preparation has started, or ingredients or other costs have been committed to your order, some or all of what you've paid may no longer be refundable. We won't keep or charge more than is reasonable in the circumstances.
Catering and event bookings
A catering booking reserves a specific date, preparation time and sometimes staff.
The cancellation schedule on our Booking Policies page, together with any written quote or contract you have with us, applies to your booking.
Weddings are different: the deposit, payment schedule and cancellation terms for a wedding are agreed in the written quote or contract for that booking (see wedding bookings).
Any amount we keep or charge after a cancellation must stay consistent with consumer law. It won't be more than is reasonable for the losses and costs the cancellation actually causes us, for example the ingredients, time and staff already committed to your date, and whether we can still use them.
If your event or wedding contract sets different dates or payment terms, that contract applies to your booking where the law allows.
Deposits
A deposit reserves your date or order and lets us start committing time and costs to it.
Where our policies or your contract describe a deposit as non-refundable, that's always subject to your statutory rights and to the rule that anything we keep must be fair and reasonable in the circumstances. A deposit isn't automatically lost whatever happened.
If we cancel
If we cancel an order or a service and can't offer an alternative that you accept, we'll refund what you paid for the part we can't provide.
How refunds are paid
Where possible, we return an agreed refund to the way you paid. PayPal payments are refunded through PayPal.
For Bank Transfer payments, we may need to confirm the right account details with you before we send money back.
We don't charge a refund fee, and we don't reduce a refund you're entitled to because of charges we paid to PayPal or our bank.
When you'll get it
We send agreed refunds as soon as reasonably possible, and within any deadline the law sets.
Banks and PayPal can take a few more days to show the money after we've sent it.
Part refunds
If only part of an order or service is affected, a part refund may be the fair answer. We'll explain what we've refunded and why.
How to cancel or ask for a refund
Email [email protected] or use the contact details on this website. Please include:
- your name
- your order or booking reference
- the event or collection date
- why you're getting in touch
We may ask for more information if we need it to find your order or understand what went wrong.
Questions about any of this? Email [email protected] and we'll explain.
Get in touch