Return & Refund Policy

In accordance with the EU Consumer Rights Directive and Cyprus Consumer Protection Law (13(I)/2013), this policy sets out the exact terms under which refunds, cancellations, and replacements are managed for food delivery orders.

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Important notice: As a food delivery operator, we are legally exempt from the standard 14-day cooling-off period under EU Distance Selling Regulations. Freshly prepared, perishable meals are expressly excluded from this right of withdrawal.

1. Statutory Exemptions for Perishable Goods

This platform operates under the regulatory frameworks established by the European Union Consumer Rights Directive and the corresponding Republic of Cyprus Consumer Protection Laws. Consumers are hereby notified that the standard statutory 14-day right of withdrawal does not apply to contracts concerning the supply of goods that are inherently liable to deteriorate or expire rapidly. As our digital platform exclusively facilitates the sale and immediate delivery of freshly cooked, perishable culinary products, all sales transactions are legally considered final and binding upon the commencement of food preparation in our kitchens.

2. Order Cancellation Mechanics & Timelines

We recognize that errors in ordering may occasionally occur. Our cancellation parameters are strictly defined by the chronological status of your order:

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Cancellation Prior to Preparation

An order may only be cancelled, and a full financial refund issued, if the cancellation request is successfully communicated to and acknowledged by our staff before the kitchen has initiated the physical preparation of the requested items. This window is typically very narrow often less than five minutes from the moment the order is placed.

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Post-Preparation Irrevocability

Once the preparation of your order has commenced, or if the finalized order has been dispatched to a delivery courier, the order reaches a state of irrevocability. It cannot be cancelled, and no refunds will be granted for changes of mind, ordering errors made by the customer, or delayed regret regarding the purchase.

3. Valid Conditions for Refunds & Replacements

While the unilateral right of withdrawal is voided by the perishable nature of our goods, you retain full entitlement to a refund, partial refund, or replacement under the following specific circumstances:

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Wrong Order

Items delivered do not match the specific items, variants, or modifiers in your digital order confirmation.

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Missing Items

A side dish, beverage, or primary meal was absent from the delivery. A partial refund corresponding to the exact value of missing items will be processed.

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Quality & Safety

The food arrives in a condition demonstrably unsafe for human consumption, severely physically damaged, or completely fails basic culinary quality standards.

4. Reporting an Issue & Claim Validation

To request a refund or replacement under the valid conditions listed above, you must contact our customer service team immediately upon receipt of the order. Due to the highly perishable nature of the goods, all claims must be officially registered with our staff within a strict deadline of two (2) hours from the timestamp of the delivery.

To mitigate fraud and validate the claim, we reserve the right to require clear photographic evidence of the incorrect, damaged, or defective items before any financial redress is authorized or processed.

5. Refund Processing Timelines

If a claim is validated and a refund is approved by our management team, the financial request will be immediately submitted to our integrated payment service providers. Authorized refunds are automatically credited back to the original method of payment utilized during checkout (e.g., Visa, Mastercard, PayPal). Please allow 1 to 3 business days for the funds to reflect in your account, depending on your financial institution's processing timelines.

6. Customer Liability for Unsuccessful Deliveries

The enterprise bears no financial liability, and refunds will be categorically denied, in the event of an unsuccessful delivery caused directly or indirectly by the customer's actions or inactions. This includes:

Providing an incorrect, incomplete, or geographically ambiguous delivery address within the platform interface.
Failure to answer the door, operate the intercom, or answer the provided contact telephone number upon the courier's arrival.
Failure to take possession of the food within the designated operational waiting period. Our couriers are mandated to wait a maximum of five (5) minutes from the moment they notify you of their arrival. If the customer fails to receive the goods within this timeframe, the order will be marked as completed with no possibility of refund.

This policy is governed by the EU Consumer Rights Directive and the Republic of Cyprus Consumer Protection Law (13(I)/2013). Last reviewed: March 2025.