Refund & Cancellation Policy

1. Order Cancellation

1.1 Customer-Initiated Cancellations

You may cancel your order under the following conditions:

• Before order acceptance: You can cancel your order at any time before we accept it. A full refund will be processed.
• After order acceptance (within 5 minutes): If you cancel within 5 minutes of order acceptance and before preparation has started, you may receive a full refund at our discretion.
• After preparation has started: Once food preparation has commenced, orders cannot be cancelled. Refunds will not be issued.

1.2 Restaurant-Initiated Cancellations

We reserve the right to cancel your order in the following circumstances:

• Items are unavailable or out of stock
• Incorrect or incomplete delivery information provided
• Payment authorization fails or is declined
• Suspected fraudulent activity
• Delivery address is outside our service area
• Circumstances beyond our control (extreme weather, emergencies, etc.)

If we cancel your order, you will receive a full refund within 5-7 business days.

1.3 How to Cancel Your Order

To cancel an order, please contact us immediately:

Please have your order number ready when contacting us.

2. Refund Policy

2.1 Eligibility for Refunds

You are eligible for a refund in the following cases:

• Order not delivered: If your order was not delivered within a reasonable timeframe and the delay was caused by us
• Incorrect order: If you received the wrong items or items were missing from your order
• Quality issues: If the food was not prepared to acceptable standards, was cold, spoiled, or otherwise not fit for consumption
• We cancelled your order: As described in section 1.2 above
• Duplicate charge: If you were charged more than once for the same order

2.2 Non-Refundable Situations

We cannot issue refunds in the following cases:

• Change of mind after food preparation has started
• Incorrect delivery address provided by you
• You were not available to receive the delivery after multiple attempts
• Delay caused by factors outside our control (traffic, weather, etc.)
• Food preferences or taste (unless there is a genuine quality issue)
• You ordered during non-operating hours (orders will not be processed)

2.3 Partial Refunds

In some cases, we may offer a partial refund:

• If only some items in your order are incorrect or unsatisfactory
• If delivery was significantly delayed but the order was still delivered
• If there was a minor issue that didn't affect the entire order

2.4 Refund Processing Time

Once your refund request is approved:

• Online payments (Card/Revolut): Refunds will be processed within 5-7 business days back to your original payment method
• Cash on delivery: Refunds will be processed via bank transfer within 7-10 business days (we will need your bank details)

Please note that it may take an additional 3-5 business days for the refund to appear in your bank account, depending on your bank's processing times.

3. Reporting Issues

3.1 How to Report a Problem

If you have an issue with your order, please contact us as soon as possible:

1. Contact us within 1 hour of receiving your order
2. Provide your order number and details of the issue
3. If possible, provide photographic evidence of the problem
4. Keep the food/packaging until the issue is resolved (if safe to do so)

3.2 Investigation Process

Once you report an issue:

• We will investigate your complaint within 24 hours
• We may request additional information or evidence
• We will communicate our decision and proposed resolution
• If approved, refunds or replacements will be processed promptly

4. Alternative Resolutions

Instead of a refund, we may offer:

• Replacement order: We will prepare and deliver a replacement at no additional cost
• Store credit: Credit to use on your next order
• Discount voucher: A percentage off your next purchase

The resolution offered will depend on the nature and severity of the issue.

5. Delivery Issues

5.1 Delayed Delivery

If your delivery is significantly delayed:

• Contact us immediately to check the status
• If the delay exceeds 60 minutes beyond the estimated time, you may request a refund
• We may offer a discount on your next order as compensation

5.2 Non-Delivery

If your order was not delivered:

• Contact us within 2 hours of the expected delivery time
• We will investigate and verify the delivery status
• If confirmed as non-delivered, a full refund will be issued immediately

6. Food Allergies & Dietary Requirements

While we make every effort to accommodate dietary requirements:

• It is your responsibility to clearly specify any allergies or dietary restrictions when ordering
• If we cannot fulfill your dietary requirements, we will inform you before accepting the order
• Cross-contamination may occur in our kitchen; we cannot guarantee 100% allergen-free meals
• No refunds will be issued if you did not disclose allergies or dietary requirements at the time of ordering

7. Payment Disputes

If you believe you were charged incorrectly:

1. Contact us first before disputing the charge with your bank
2. Provide your order details and the reason for the dispute
3. We will investigate and respond within 48 hours
4. If the charge was in error, we will process a refund immediately

Please note that chargebacks initiated without contacting us first may result in your account being suspended pending investigation.

8. Your Consumer Rights

Under Irish and EU consumer protection law, you have specific rights:

• Right to receive goods/services as described
• Right to goods/services of satisfactory quality
• Right to redress if something goes wrong

This policy does not affect your statutory rights as a consumer. For more information about your consumer rights, visit the Competition and Consumer Protection Commission (CCPC) website.

9. Changes to This Policy

We reserve the right to update this Refund & Cancellation Policy at any time. Any changes will be posted on this page with an updated "Last Updated" date.

Your continued use of our Services after any changes constitutes acceptance of the updated policy.

10. Contact Us

If you have any questions about this Refund & Cancellation Policy or need assistance with an order, please contact us:

We aim to respond to all inquiries within 24 hours during business hours.

Related Policies

For more information, please see:

• Terms & Conditions
• Privacy Policy
• Cookie Policy