Preparing and delivering your delicious food takes time and requires watertight logistics. As such, our order cancellation policy is designed to give you the most hassle-free experience possible. If you ever wish to cancel an order, we have a process in place to ensure that both you and our vendor partners are treated fairly.
After placing your order, you can edit or cancel it without penalty up until your order is finalised. The order finalisation time depends on the chosen vendor partner, delivery time, and items ordered. It is shown on the order summary page, which is accessible from your orders when logged in, as well as on your order confirmation email.
Cancelling your order before it has been finalised incurs no fee, so we will refund the full value of your order to your original payment card within 3-5 working days, or update your invoice accordingly.
If you cancel an order once it has been finalised this will incur a cancellation fee equal to the value of your order. Please contact us here to cancel an order after it has been finalised. Orders cancelled after the order has been finalised with incur a 100% cancellation fee, and can be diverted to charity if you so wish.
You can edit the items on any order until it is finalised, after which our vendor partners are unable to make any changes. You will find the finalisation time on your order summary page. To do this, simply click ‘Edit order’, accessible via the ‘Orders’ tab.
You can also amend your chosen delivery date or delivery window via this page, clicking ‘Edit’ in the Delivery panel on the right-hand side.
To add another vendor partner to an individual choice order, simply navigate to the order and click 'Add Another Vendor'. This will open the search page where you can select which vendor partner to add - please note, as you are adding a vendor partner to an existing order, you won't be able to change the delivery date and window here. Once you've selected your menu items, click 'Create Menu'. You will be shown a pop-up to inform you that the order for this additional vendor partner will use the same delivery and payment details as the existing order. If you wish to add more than one vendor to an order, simply repeat these steps (you can only add one vendor partner at a time to an order).
If you wish to increase your headcount, change your delivery time, or amend dietary requirements on your order after it has been finalised, please contact us. We will contact the vendor partner to see if your changes are possible, but we cannot guarantee that changes will be made. Order reductions within a vendor partner’s notice period or up to but not including the working day prior to delivery cannot be fulfilled. Please note, these notice periods do not include weekends.
As always, we’re on hand to make everything as simple as possible, so please reach out with any queries.