Cancellation & Refund Policy

When Can an Order Be Cancelled?

Cancellation depends on whether an order has been received, accepted, prepared, packed or dispatched. The earlier you contact us, the more options are usually available.

Orders Not Yet Accepted

If your order has been submitted but has not yet been accepted by our restaurant, you may request cancellation. If payment has already been taken, the full amount will be refunded.

Accepted Orders Before Preparation

If we have confirmed your order but have not started preparing any of the items, you may request cancellation for a full refund.

Orders Already Being Prepared

Once preparation has started, cancellation may still be considered. However, the refund will depend on which items have already been prepared and the reasonable costs incurred.

Orders Already Dispatched

Once an order has left the restaurant for delivery, cancellation for a change of mind is generally no longer available. This does not affect your rights if the order is incorrect, incomplete or otherwise does not meet the agreed requirements.

Customer Cancellation Schedule

The following schedule applies to customer-requested cancellations. The actual preparation status of the order will also be checked before the refund is calculated.

Scheduled and Advance Orders

If you have placed an order for a future collection or delivery time, please contact us as early as possible if your plans change.

These time periods are measured against the scheduled preparation time rather than the delivery arrival time.

If preparation has already begun earlier than expected, the actual order status will be used when reviewing the request.

Orders That Cannot Normally Be Cancelled

Some situations make cancellation impractical because the food has already been prepared or the order has been fulfilled.

• Food that has already been prepared specifically for the order.
• Orders that have been fully packed and are ready for collection or dispatch.
• Orders already handed to the delivery driver, except where there is a valid order or fulfilment issue.
• Orders that have already been collected by the customer.
• Requests based solely on a change of mind after the food has been prepared.

These restrictions do not prevent a customer from raising a genuine issue with missing, incorrect, damaged or unsatisfactory food. Each such case will be considered on its merits.

Incorrect, Missing or Unsatisfactory Orders

If your order is not what you paid for, please contact us as soon as reasonably possible after receiving it.

Missing Items

If an item listed in your order confirmation is missing, we will check the order and arrange an appropriate resolution. This may include a replacement or refund for the missing item.

Incorrect Items

If you receive a different dish from the one ordered, please let us know. Depending on the circumstances, we may offer a replacement or a refund for the affected item.

Damaged Packaging or Food

If your order arrives with damaged packaging or food that has been affected during delivery, please contact us promptly so we can review the issue.

Food Not Matching Its Description

If a dish materially differs from the description provided at the time of purchase, please provide the order details and explain the difference.

When We Cancel an Order

There may be occasions when we are unable to complete an order as agreed.

For example:

• A selected menu item is unavailable.
• An unexpected kitchen issue prevents preparation.
• We cannot deliver to the supplied address.
• Operational circumstances prevent fulfilment.
• An order cannot be completed within a reasonable arrangement.

If we cancel an order before fulfilment, we will notify the customer and arrange a full refund for the unfulfilled order.

If only part of an order cannot be supplied, we will arrange an appropriate refund for the affected items unless another arrangement is agreed with the customer.

Refund Amounts

Refunds are calculated according to the circumstances of the order.

• Full cancellation before preparation: The full amount paid for the cancelled order, including any delivery charge paid for that order, will be refunded.
• Partial cancellation: The value of the cancelled items will be reviewed according to their preparation status.
• Missing or unavailable items: The price of the affected items will be refunded where appropriate.
• Restaurant cancellation: The full amount paid for the unfulfilled order will be refunded.
• Delivery-related issues: Any delivery charge refund will be considered according to whether the delivery service was provided as agreed.

We will explain any applicable deduction and the basis for its calculation when confirming a partial refund.

Refund Processing Times

Once a refund has been approved, we will arrange it through the original payment method wherever possible.

Working days exclude weekends and UK bank holidays. The time required for a refund to appear in your account depends on the payment provider and your bank.

Some banks may take longer to display a completed refund. If the refund has been processed but is not visible after 10 working days, please contact your bank or payment provider first.

If you still need assistance, contact us with your order reference and refund details.

How to Request a Cancellation or Refund

To help us deal with your request promptly, please contact us directly using the details at the bottom of this page.

Please Include

• Your full name.
• Your order reference number.
• The telephone number or email used for the order.
• The item or items concerned.
• A brief explanation of your request.
• Photographs where they help explain an order issue.

We aim to acknowledge cancellation and refund enquiries within 2 working days. Requests received during busy service periods may take slightly longer.

Please do not send full payment card details by email or telephone.

Food Safety and Customer Responsibility

Once an order has been successfully handed to the customer, responsibility for appropriate handling and storage passes to the customer.

• Check the order shortly after receipt.
• Follow any storage instructions supplied.
• Consume freshly prepared food promptly.
• Keep food away from unsuitable storage conditions.
• Review allergen information before consumption.

We cannot accept responsibility for deterioration caused by improper storage, handling or delays after successful delivery or collection, where those circumstances are outside our control.

This does not affect any rights relating to problems that existed before delivery or collection.

Exceptional Circumstances

Unexpected events may occasionally affect our ability to prepare or deliver orders.

These may include:

• Severe weather or significant road disruption.
• Unexpected equipment or kitchen interruptions.
• Temporary restrictions affecting restaurant access.
• Unforeseen supply interruptions.
• Other events beyond our reasonable control.

Where an order is delayed, we will make reasonable efforts to provide an update. If we cannot fulfil the order, we will arrange the appropriate refund for the unfulfilled items.

Circumstances beyond our control do not remove our obligation to provide any refund or remedy required by law.

Legal Rights and Perishable Food

Our menu consists mainly of freshly prepared food intended for prompt consumption. Because such food can deteriorate or expire rapidly, the usual 14-day change-of-mind cancellation right for certain online purchases does not generally apply to these items.

However, customers continue to have their applicable statutory rights. These may include remedies where food is not as described, is not of satisfactory quality or is not supplied as agreed.

Nothing in this policy is intended to exclude, restrict or replace rights that cannot legally be excluded or restricted.

Policy Changes

We may update this policy when our ordering, preparation or refund arrangements change.

The latest version will be published on this page and will take effect immediately upon publication.

Customers should review the policy before placing an order if they need the latest cancellation information.