Refunds & Cancellations

Dine-In Customers

If you are dissatisfied with any aspect of your meal or service, please notify a member of staff immediately so that we have the opportunity to investigate and resolve the issue whilst you are on the premises. Depending on the circumstances, we may offer a replacement item, alternative meal, partial refund or full refund.

Takeaway & Delivery Orders

Before the restaurant accepts your order

You may cancel your order and receive a full refund. Orders that are rejected or automatically rejected will be refunded in full.

After the restaurant accepts your order

Orders cannot normally be cancelled once accepted, as preparation may have already commenced, except where required by law.

Missing, incorrect or unsatisfactory items

If your order contains missing items, incorrect items, or food that you believe is unsatisfactory, please contact us as soon as reasonably possible, providing your order number and details of the issue.

Food quality complaints

We take all complaints seriously and will investigate concerns fairly. To assist with our investigation, we may request photographs of the food, packaging, receipt or other supporting evidence. Customers should retain affected items where reasonably possible until the matter has been reviewed.

Refunds and replacements

Where a genuine issue is confirmed, we may offer a replacement item, partial refund, full refund, store credit or another appropriate resolution depending on the circumstances.

Consumed or discarded food

Where food has been fully consumed, discarded, destroyed or otherwise unavailable before we have been given a reasonable opportunity to investigate the complaint, we may be unable to verify the issue and may therefore decline a refund, replacement or credit request.

Customer preference

Refunds will not normally be provided where food has been prepared correctly and as described, but the customer simply does not like the taste, flavour, ingredients or appearance of the item ordered.

Customer errors

Refunds may not be available where incorrect order information, delivery details or customer instructions have been provided at the time of ordering.

Fraudulent or unsupported claims

We reserve the right to refuse refund requests where insufficient evidence is provided or where a claim is believed to be fraudulent, misleading or abusive.

Payment Refunds

Approved card refunds will be returned to the original payment method used to place the order. Approved refunds for cash payments must be collected from the restaurant unless otherwise agreed.

Gift Cards & Vouchers

Separate terms and conditions may apply to purchases made using gift cards, vouchers, discounts or promotional offers.

Acceptance of Terms

By placing an order with us, you acknowledge and agree to our Terms & Conditions, Privacy Policy and Refund Policy. You also acknowledge that complaints relating to missing items, incorrect orders or food quality should be reported promptly and may require supporting evidence to enable a fair investigation and resolution.

Your Statutory Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or any other applicable consumer protection legislation.