Refunds

You are refunded in full, without having to ask, whenever the order could not be fulfilled through no fault of yours:

• the cook cancels the order before handover;
• the cook closes the kitchen for the day and cannot fulfil paid orders;
• the portions became unavailable after you paid — this should be rare, because stock is held the moment you check out;
• payment was taken but the order could not be confirmed because of a fault on our side.

Held portions go straight back on sale, so a failed payment never quietly removes food from the neighbourhood.

You can cancel for a full refund until the cancellation cutoff shown on the order. After that the cook has usually started cooking for you specifically, and because these are counted portions of a home meal, that food cannot be resold. Cancellations after the cutoff are reviewed case by case.

A meal you never collect is not automatically refundable. The cook made it, held it for your window, and cannot sell it afterwards. If something genuinely prevented you from getting there, tell us — this is judgement, not an automated rule.

Report a problem from the order itself, which sends it to us with the cook, the dish and the pickup time already attached. Food-safety reports are read the same day and can result in a refund, the cook being suspended, or both.

Allergen information is provided by the cook. Kitchens are homes, not allergen-controlled facilities, and cross-contact is possible — if you have a serious allergy, please take that seriously.

Refunds go back to the original payment method. Once we have released a refund, the timing is in the hands of the payment provider, the card network and your bank; we cannot promise the exact day it lands.

The fastest route is to open the order and report the problem. Otherwise contact us via our help page or at support@orderly.food with the order number, the date and a short description.