When am I liable to pay for a refund made to a customer?

You will be liable for the cost of a refund in the following circumstances:

1. The order is 30 minutes late leaving your kitchen.
2. Missing items in the order or items not handed over to the driver.
3. Wrong items provided or failure to communicate dish substitutions.
4. Lack of proper labelling.
5. Food not cooked correctly (e.g., raw chicken) and issues related to food hygiene, such as the presence of a foreign object in a meal, after investigation.
6. Deviation from the specified serving style, for instance, food served “buffet style” instead of in “individual portions,” or vice versa.

Restaurants retain the right to dispute refunds. If you believe you have been charged unfairly, please reach out via our restaurant contact form, selecting 'Billing & Invoicing', 'Refunds & Disputes' from the drop-down menu. We're committed to fair resolution and appreciate your cooperation in maintaining the quality of our service.