Cancellation, Refund & Complaints Policy

Where an order has not yet been accepted or preparation has not materially begun, we will normally try to allow cancellation.

Where payment has already been captured, an appropriate refund will normally be initiated.

Food may be prepared specifically for your order and may deteriorate rapidly.

Once preparation has materially begun, a cancellation request may be refused or may not qualify for a full refund unless there is another legal or contractual reason for one.

Some catering or food services are booked for a particular date, time or fulfilment window.

Cancellation terms specific to that service may be displayed when booking and will form part of the order.

If a kitchen cannot fulfil an accepted order and cancels it, the customer will normally receive a refund for the cancelled items or order.

Report missing or incorrect items as soon as reasonably possible through the order support process.

Depending on the evidence and circumstances, an appropriate remedy may include:

• replacement;
• partial refund; or
• full refund.

If food is materially different from its description, damaged, unsuitable or otherwise appears not to meet applicable consumer requirements, please report the issue promptly.

We may request photographs or other reasonable information to help assess the complaint.

Food-safety and allergen complaints are treated separately from ordinary preference complaints.

ChowMeister may investigate the order, contact the food business, preserve relevant records, restrict the kitchen, repeat compliance checks or take other proportionate safety action.

Where appropriate, customers or ChowMeister may also contact the relevant food authority.

Where fulfilment fails because the customer supplied incorrect delivery information, cannot reasonably be contacted or fails to collect an order within the agreed period, a refund may not be available to the extent permitted by law.

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

Once ChowMeister or its payment provider has initiated a refund, the time taken for funds to appear may depend on the customer's bank or payment provider.

Please give ChowMeister a reasonable opportunity to investigate an order problem before initiating a payment chargeback.

Fraudulent or abusive chargebacks may result in account restrictions.

Contact support@chowmeister.com and include your order number and enough information for us to understand the issue.

Nothing in this policy removes statutory consumer rights.