VG Delivered

Refund & cancellation policy

Food is prepared fresh to order, so the rules below explain when an order can be cancelled and when you are entitled to a refund. This policy forms part of our Terms of service.

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1. Cancelling an order

  • Before preparation starts (status "Pending" or "Confirmed"): you can cancel for a full refund. Contact the restaurant by phone using the number on your order confirmation, or e-mail us at info@vgdelivered.com quoting your order number. The sooner you tell us, the better.
  • Once preparation has started (status "Preparing" or later): the order can no longer be cancelled and no refund is due, because the restaurant has already incurred the cost of your food.
  • The 14-day cancellation right under the Consumer Contracts Regulations 2013 does not apply to perishable goods such as freshly prepared food.

2. If the restaurant cancels

If the restaurant cannot fulfil your order (for example an item has sold out or the kitchen has to close), the order is cancelled and you receive a full refund automatically. You will be notified by e-mail and, if you use the app, by push notification.

3. Failed or late deliveries

  • We could not reach you. If the rider arrives at the address you gave, cannot contact you on the phone number you provided and waits a reasonable time (normally 10 minutes), the order is treated as delivered and no refund is due. Please make sure your address, door instructions and phone number are correct.
  • Wrong address entered by you. If the order cannot be delivered because the address was wrong or incomplete, no refund is due. If the rider can still reach you at a nearby corrected address, we will try to deliver.
  • Our fault. If an order never arrives because of a problem on our side or the rider's side, you receive a full refund including the delivery fee.
  • Significant delay. If a delivery arrives much later than estimated and the food is no longer acceptable, contact us within 24 hours and we will refund the order in full or in part depending on the circumstances.

4. Missing, wrong or poor-quality items

  • Tell us within 24 hours of delivery at info@vgdelivered.com with your order number, a description of the problem and, where possible, a photo.
  • Missing or incorrect items are refunded in full. If the whole order is unusable we refund the whole order including delivery.
  • For quality complaints (cold, damaged or not as described) we assess each case with the restaurant and will refund or partially refund where the complaint is justified. Taste preferences are not grounds for a refund.
  • Allergen information is provided by the restaurant; if you have an allergy please check with the restaurant before ordering. See our Terms of service.

5. How refunds are paid

  • Refunds are returned to the original payment method through Stripe. We never ask for your card details to process a refund.
  • We issue approved refunds within 2 working days. Depending on your bank or card issuer it then takes 5–10 working days for the money to appear on your statement.
  • Orders paid in cash at the table are refunded in cash by the restaurant.
  • Coupon discounts are not refunded as cash; if the order is refunded in full we will reinstate the coupon where possible.

6. Chargebacks and disputes

Please contact us before raising a dispute with your bank so we can resolve it quickly. Unjustified chargebacks may lead to suspension of your account. Nothing in this policy limits your statutory rights under the Consumer Rights Act 2015.

7. Contact

VG Delivered Ltd · info@vgdelivered.com