Refunds
Food is cooked to order. If something is wrong, tell us the same day and we will put it right.
Cooked to order
Once we start cooking your plate, tray or event menu, we cannot take it back like a jumper. Change of mind after cooking has started is not refunded. Cancel before we start and we will usually refund in full.
Same-day plates: message as soon as you need to cancel. If the rice is already on, we may not be able to stop it.
If the food is wrong
You are entitled to food that is as described, cooked properly, and safe to eat. If your order is missing, cold when it should be hot, badly packed, or not what you asked for, contact us within 24 hours of delivery or collection. A photo of the food and the packing slip helps.
We will offer a replacement, a partial refund, or a full refund, depending on what went wrong. That sits alongside your rights under the Consumer Rights Act 2015.
We cannot refund because the spice was hotter than you hoped, unless you asked for mild and we ignored it. Heat is part of the cooking. Say the level you want on the order.
Catering deposits
A catering deposit holds the date. Once we have reserved that day and started planning the menu, the deposit is not refundable if you cancel, unless we agree otherwise in writing.
If we have to cancel, you get the deposit back in full. The remaining event balance is only due once the menu and headcount are confirmed.
How refunds are paid
- Card payments go back to the same card. Banks often take 3 to 10 working days after we send it.
- WhatsApp or bank-transfer orders are refunded to the account you paid from.
- Promotional credit may be offered instead of cash if you prefer a future order.
Allergies
If you told us about an allergy and we still sent food that is not safe for you, contact us immediately. Do not eat it. We will refund that dish and sort the next step with you. If an allergy was not on the order, we cannot treat that as a kitchen error. Read the allergen page before you order.