Refund & Cancellation Policy

1. Cancelling an order

You can cancel an order-now order free of charge in My Orders until the cook accepts it.

Batch orders are confirmed straight away. You can cancel them free of charge in My Orders until the batch's order deadline.

After that, the food is being prepared and the order can no longer be cancelled in the app; contact us if something has gone wrong.

2. If the cook rejects your order

A cook may reject an order they cannot fulfil and must give a reason, which you will see in My Orders. If a cook cancels a batch, every order in it is cancelled and you are told why. For cash orders you are not charged anything.

3. Paying cash on delivery

You pay the cook when your food is handed to you, whether it is delivered or you collect it. Please check your order before paying.

4. Problems with an order

If an order is missing items, is wrong, or has a quality or safety problem, email [email protected] within 24 hours with your order number and, if possible, photos. We will review it with the cook. Where a refund is due, we will arrange it within 14 days.

5. Card payments

Card payments are not available yet. When they are, approved refunds will be returned to the card used to pay.

6. Orders not collected

If you are not available to receive a cash order, or do not collect a pickup order in its serving time, the cook may report it. Repeated missed orders can lead to your account being restricted.