Refund & Cancellation Policy

1. Policy Overview

This policy regulates all rules related to order cancellation, application for refund and fund return for food takeaway and delivery services. All users who place orders shall fully comply with the following provisions.

All cancellation and refund applications must be submitted through official customer service channels, and oral requests without valid records will not be accepted.

Policy validity: Permanently effective during service operation

2. Order Cancellation Rules

• Orders can be cancelled freely within 10 minutes after successful payment before food production starts.

• Orders with delivery addresses outside Rotherham city can be cancelled directly without any additional restrictions.

• Orders cannot be cancelled once the food production process has started, delivery has been arranged, or goods have been delivered to the designated address.

• Malicious repeated cancellation of valid orders will be recorded, and related service permissions may be restricted.

Cancellation application acceptance period: Valid only within 10 minutes after order payment

3. Eligible for Full Refund

The following situations support full refund of the paid amount:

• The merchant actively cancels the order due to insufficient ingredients, equipment failure or temporary suspension of business.

• Delivery cannot be completed normally due to our service errors, and no alternative solution can be provided.

• The order information is wrongly entered by our staff, which fails to meet the user’s actual demand.

• The delivery address is outside Rotherham city, and the order is confirmed to be unable to provide delivery service.

Refund application window: Applications can be submitted within 24 hours after order generation

4. Non-Refundable Situations

The following circumstances do not support any refund application:

• Users request to cancel the order on their own after the food has been produced.

• Users feel unsatisfied with food taste, portion or personal dietary preferences, which are not supported for refund.

• Physical discomfort caused by personal food allergies or physical conditions, no refund will be provided.

• Users fail to receive the goods on time for personal reasons, resulting in food deterioration.

• False orders, malicious orders and repeated invalid orders are not eligible for refund.

• Normal delivery delay caused by bad weather, road control and other objective external factors.

Non-refund record retention period: Relevant records will be kept for 2 years for verification

5. Refund Process & Exact Arrival Time

• Step 1: Users submit refund application with valid order number and relevant proof through official customer service.

• Step 2: Our staff will review the application within 48 working hours after receiving the request.

• Step 3: After the review is passed, the fund will be returned to the original payment channel automatically.

• Exact arrival time: The refunded fund will arrive in the user’s original payment account within 3 to 7 working days after review approval.

• All refunds will be returned via the original payment path, and no other transfer methods are accepted.

Whole refund processing cycle: Maximum 7 working days from application to fund arrival

6. Delivery Related Refund Rules

• All delivery services are only provided within Rotherham city. We do not provide cross-city delivery, and out-of-town orders will be processed by cancellation and full refund.

• For free delivery orders within the service scope, no additional fees will be deducted during refund processing.

• If the goods are successfully delivered to the designated address, refund application due to personal reasons will not be approved.

Delivery dispute handling period: All delivery related refund disputes will be handled within 48 hours

7. Disclaimer for Cancellation & Refund

• We are not responsible for fund arrival delay caused by system maintenance or channel fluctuation of the original payment platform.

• We will not bear any loss caused by users filling in wrong contact information or delivery address leading to failed communication and delivery.

• Under force majeure events including natural disasters, public emergency and traffic closure, we have the right to suspend orders and arrange refunds without additional compensation.

• We only refund the actual paid amount of the order, and do not compensate for indirect losses, time costs and other additional expenses.

• Any verbal commitment not recorded in writing shall not be used as the basis for refund appeal.

Disclaimer scope: Applicable to all cancellation and refund service scenarios permanently

8. Policy Updates

We reserve the right to adjust and update this Refund & Cancellation Policy according to business operation needs. The updated content will be published on the official website and take effect immediately. Continued use of our services means you accept the latest rules.

Policy regular review cycle: Full review and update every 12 months