Refund policy

Last updated: 1 January 2026

We want you to enjoy your meal. If something is not right, please tell a member of staff straight away, ideally before you leave, so we can fix it on the spot.

If something is wrong with your order

If your food or drink is not what you ordered, is not as described, or is not of satisfactory quality, we will offer you a replacement or a refund for that item. This is your right under the Consumer Rights Act 2015.

If you were charged the wrong amount

If we have overcharged you, we will refund the difference. Bring your receipt or card statement if you notice after leaving.

Change of mind

Because food and drink are freshly prepared to order, we cannot offer a refund if you simply change your mind once preparation has started. If you tell us before we start cooking, we will cancel the order and refund you in full.

How refunds are paid

Refunds go back to the way you paid. Cash payments are refunded in cash. Card refunds go to the same card and usually reach your account within a few working days, depending on your bank. We do not charge any fee for a refund.

Orders through delivery apps

If you ordered through a delivery company, it took your payment, so please use the help section of its app first. If you cannot resolve it there, contact us and we will help where we can.

Allergic reactions and illness

If you think our food has made you unwell, please contact us as soon as you can with the date and time of your visit and what you ate, so we can investigate.

If we cannot agree

If you are not satisfied with our response, free advice is available from the Citizens Advice consumer helpline on 0808 223 1133. Nothing in this policy affects your legal rights.

Contact us

Your Cafe Name, 1 Example Street, Your Area, Your Town XX1 1XX. Telephone 01632 960123, or use the contact form.