Cancellation & Refund Policy

This policy explains how cancellations, order problems and refunds are handled through FoodoZone.

Nothing in this policy limits statutory consumer rights.

Where the platform permits cancellation before the restaurant accepts or begins preparing an order, the customer may request cancellation through the available FoodoZone functionality or customer support.

If payment has already been collected and the order is validly cancelled, an appropriate refund will be processed.

Food orders commonly involve goods prepared for immediate consumption and goods that can deteriorate or expire rapidly.

Once a restaurant has accepted and started preparing an order, cancellation may therefore not always result in a refund.

Any cancellation/refund decision will nevertheless be made in accordance with applicable UK consumer law and the circumstances of the particular order.

This policy does not remove any statutory remedy where the food or service does not meet legal requirements.

If a restaurant cannot fulfil an accepted order and the order is cancelled, the customer will normally receive a refund for amounts paid for the unfulfilled order.

If items are missing or materially different from what was ordered, contact FoodoZone as soon as reasonably possible at food@foodozone.com.

We may request reasonable information such as:

• order number;
• details of the problem; and
• photographs where relevant.

Depending on the circumstances, an appropriate remedy may include a refund, partial refund or other resolution.

If food arrives in a condition that reasonably raises a quality, safety or conformity concern, contact us promptly.

Where appropriate, retain the food and packaging while the issue is investigated.

Nothing in this policy affects statutory rights concerning food that is unsafe, faulty or not as described.

Displayed delivery times may be estimates.

Where a delay occurs, eligibility for a refund or other remedy will depend on the circumstances, including the extent of the delay, whether an agreed delivery time was essential and applicable consumer rights.

We will not use this policy to exclude rights that customers have under applicable law.

Customers are responsible for providing accurate delivery information and remaining reasonably available to receive an order.

Where delivery cannot reasonably be completed because:

• an incorrect address was supplied;
• access cannot be obtained;
• the customer cannot be contacted; or
• the customer does not collect/receive the order,

a refund may not be available for food that has already been prepared or dispatched, subject to applicable consumer law.

Approved refunds will normally be returned to the original payment method unless another method is required or agreed.

Refund processing times can vary depending on Stripe, the payment method and the customer's bank/card provider.

FoodoZone cannot control additional processing time taken by a customer's financial institution after a refund has been submitted.

If you believe you have been charged incorrectly or more than once, contact food@foodozone.com.

Please provide the relevant order and transaction information so that we can investigate.

Where a refund concerns an order partly or wholly paid using promotional credit or a discount, the treatment of that promotional element may depend on the terms of the relevant promotion and applicable law.

Cash will not necessarily be provided in place of a non-cash promotional benefit.

Contact food@foodozone.com and please provide:

• order number;
• account/contact details;
• reason for the request; and
• relevant photographs or supporting information, where appropriate.

We will review the request and provide an appropriate response based on the order circumstances and applicable consumer rights.

FoodoZone Limited, Company Number: 17155371. Registered Office: 34 Longcroft Road, Luton, LU1 5RX, United Kingdom.

• Customer support and data protection

  food@foodozone.com