Cancellation Policy

The short version

Cancelling before the cut-off

Every meal has a cut-off time shown in the app before you pay. Until that moment you can cancel the order yourself from the order screen, and the full amount is refunded to your original payment method.

Cancelling after the cut-off

Once the cut-off passes, your order has been committed to a cooking batch and the ingredients are allocated. At that point:

• Self-service cancellation is no longer available in the app.
• You may still contact support. Whether a refund is possible depends on how far the batch has progressed, and we will tell you honestly rather than make you guess.
• If the food has already been cooked, we will not usually refund it — but you can still collect it, either at your pickup point or from the kitchen.

If you simply do not collect

Not collecting is not the same as cancelling. If you miss your slot, your order is taken back to the kitchen and held for you until the collection deadline shown in the app. It is not automatically cancelled or refunded, because the food has been made. See our Refund Policy for what happens next.

When we cancel your order

Occasionally we have to cancel from our side — a kitchen problem, an ingredient failing our quality check, a pickup point becoming unusable, or something outside our control. If that happens:

• We notify you in the app and by SMS as soon as we know.
• You receive a full refund, including any amount paid, with no deduction.
• We never substitute a different dish without asking you first. If you would rather have an alternative than a refund, that is your choice to make.

Partial cancellation

Removing individual items from an order before the cut-off is the same as editing your cart — adjust it in the app and the difference is refunded. After the cut-off, items cannot be removed individually.

How refunds are paid

All refunds go back to the method you paid with, through our payment partner. Timelines and the process are covered in the Refund Policy. We do not issue cash refunds at pickup points or at the kitchen.