Refund & Cancellation Policy
Last updated: 11 October 2026 · Clear, fair, and transparent
1. Order Cancellation Rules
Because all meals are cooked fresh to order, our cancellation windows reflect the kitchen preparation lifecycle:
You can cancel directly on your live Order Confirmation screen by clicking the "Cancel my order" button. The system will immediately release your Stripe card authorization or issue a full automatic refund.
Once our kitchen team accepts your order and food is on the grill or in the fryers, online cancellation is locked. If you have an urgent change, you must immediately telephone our shop on +44 7436 348645. Refunds at this stage are granted solely at managerial discretion.
2. Refund Eligibility & Quality Complaints
In accordance with the Consumer Rights Act 2015, we guarantee that all food served is of satisfactory quality, fit for consumption, and prepared as described. You are entitled to a full or partial refund or immediate replacement in the following events:
- Incorrect or Substituted Items: You received an item different from your order without prior consent.
- Missing Items: Items or paid extras that were charged but omitted from your bag.
- Substandard Quality: Food received burnt, undercooked, cold on collection, or in damaged packaging.
- Severe Delay: An unreasonable delay exceeding 40 minutes past your estimated collection time attributable entirely to our store.
3. How to Report an Issue & Request a Refund
Please report any issue promptly so our management team can investigate and rectify it:
If you notice a missing or incorrect item upon collection, please inform our counter team immediately. We will gladly re-cook the correct item on the spot or issue a direct refund.
If discovered after leaving the shop, notify us within 24 hours with your Order Number (e.g. CC-...) and a photo if relevant.
4. Processing Timeframes & Payment Methods
5. Contact for Support
For any questions or refund claims, our customer service team is ready to help: