The short version
We want you to enjoy your food. If something goes wrong, tell us — we'll do what's fair.
- Cancel before we start cooking → instant full refund
- Cancel after we start cooking → at our discretion; contact us
- Item missing, wrong, or unsatisfactory → tell us within 24 hours; we'll refund the affected item(s) or the full order depending on the issue
- Allergen / food safety issue → contact us immediately; full refund + we investigate
1. Cancelling an order
1.1 Before cooking starts (status: Received)
You can cancel any time before the kitchen starts cooking — that's roughly the window between placing your order and 11am on the delivery day. To cancel:
- Open your order tracking page (link in your confirmation email) and click Cancel order
- Or if you have an account: My account → Orders → Cancel
A full refund is issued automatically via Stripe back to the card you paid with. It typically arrives in your bank within 5–10 business days.
1.2 After cooking starts (status: Preparing or later)
Once we've started cooking, we've committed ingredients and labour. We can't always refund — but contact us as soon as possible via WhatsApp on +44 7776 320068 and we'll work something out. Possibilities include:
- Partial refund (e.g., we refund items we haven't started yet)
- Credit toward a future order
- In limited cases, no refund — depending on how far along the order is
We will not unreasonably refuse a cancellation in unusual circumstances (e.g., medical emergency).
2. Something is wrong with your order
Tell us within 24 hours of delivery via WhatsApp, phone or email. Send photos if relevant. Common situations:
2.1 Missing item
We refund the missing item in full. If you'd prefer, we'll re-deliver it the next available day at no extra charge.
2.2 Wrong item delivered
We refund the wrong item and re-deliver the correct one at no charge (within delivery hours that day or the next available day).
2.3 Food quality below standard
Under the Consumer Rights Act 2015, food must be of satisfactory quality, fit for purpose, and as described. If it's not — undercooked, cold on arrival, materially different from the description — we'll refund the affected item(s). For serious or repeated issues we may refund the entire order.
2.4 Allergen issue
If you've had an allergic reaction or believe the dish contained an allergen not listed:
- Seek medical attention first if needed
- Contact us immediately on +44 7776 320068
- We will refund in full, investigate, and report to the FSA if appropriate
3. How refunds are processed
| Original payment method | Refund method | Typical timing |
|---|---|---|
| Card (Stripe) | Back to the same card | 5–10 business days |
| Cash on Delivery | Bank transfer (we ask for sort code + account number) | 3–5 business days after we receive your details |
| Partial refunds | Same as above | Same as above |
You'll receive an email confirmation when the refund is issued from our end. The actual arrival timing is set by your bank.
4. What's not covered
We can't refund for:
- Items that arrived as described and were of satisfactory quality, even if you changed your mind
- Failed delivery attempts where the customer wasn't available and no instructions were left
- Issues reported more than 24 hours after delivery (food spoilage after delivery is your responsibility)
- Cosmetic differences from the menu photo (within reason — e.g., the exact plating)
5. Your statutory rights
This policy doesn't affect your statutory rights as a consumer under the Consumer Rights Act 2015. If you're not happy with our resolution, you can:
- Pursue a chargeback with your card issuer
- Refer the matter to Citizens Advice on 0808 223 1133 or citizensadvice.org.uk
- Make a complaint to your local Trading Standards office
6. Contact
For refund requests or disputes:
- WhatsApp (fastest): +44 7776 320068
- Email: hotnnicedelicacies@gmail.com
- Phone (kitchen hours): +44 7776 320068