If something goes wrong, we’ll put it right
Food is cooked to order, so it can’t be sent back like a parcel. What we can do is sort things out quickly. Here’s how it works.
Cancel before we cook
Ring us before we’ve started and you get a full refund.
Something wrong?
Tell us the same day. We’ll credit the dish, or refund it if you prefer.
Back the way you paid
Refunds go to your card, PayPal or account credit.
Last updated: September 2026. This page sits alongside our Terms & Conditions and doesn’t affect your legal rights.
Changed your mind?
You can cancel any order until we start cooking it. Call us as soon as you can, because the earlier you ring, the more likely it is we haven’t started. If we haven’t, you get your money back in full, or account credit if you’d rather.
Once the food is on the go we can’t cancel it. It’s been made for you and we can’t sell it to anyone else. For the same reason, the 14-day cooling-off period for online shopping doesn’t apply to food.
Missing, wrong or cold
Tell us the same day
Phone or email, as soon as you notice. A photo helps if you can take one.
We check the order
Usually straight away, so we can see what went wrong in the kitchen.
We put it right
The dish goes back on your account as credit. Prefer a refund? Just say.
If most of an order, or all of it, has gone wrong, ring us and we’ll sort it out properly between us.
If we can’t make your order
Occasionally we have to cancel: a dish has run out, we can’t get to your address, or the kitchen has to close without warning. If that happens we’ll call you, explain why, and refund anything we can’t provide.
Buffet deposits
| When you cancel | What happens |
|---|---|
| 7 days or more before the event | Your deposit is refunded in full |
| Less than 7 days before | We keep the deposit. By then the ingredients are ordered and the kitchen is planned around your booking. |
| If we have to cancel | Everything comes back to you, deposit included |
Buffets are booked with a 25% deposit, and the balance is due the day before your event.
Alcohol and Challenge 25
If we can’t confirm you’re 18 or over when we hand over your order, we’ll keep the drinks back and credit their value to your account. You still get the rest of your food.
How you get your money back
Card or PayPal
Back to the same card or PayPal account. Banks usually take 3 to 5 working days to show it.
Account credit
Straight back onto your balance, ready to use.
Cash
As account credit, or in cash if you pop into the restaurant.
Bonus credit from a top-up has no cash value, so it always comes back as credit.