REFUND & CANCELLATION

At Eve After Dark, every dish is freshly prepared to order. Because food is a perishable product, our refund rights are different from those for non-perishable goods. This policy explains when cancellations and refunds are possible. It forms part of our Terms & Conditions and does not affect your statutory rights as a consumer.

Cancellations

You may cancel an order only before we have begun preparing it. If you need to cancel, please contact us immediately by phone or WhatsApp. Once preparation has started, your order can no longer be cancelled or refunded, as the food will already have been made specifically for you.

When We Offer Refunds

Because food is perishable, refunds (or, where appropriate, a replacement) are offered only in the following circumstances:

• Wrong order delivered — you received items that are not what you ordered.
• Food not delivered — your order, or part of it, did not arrive.
• Food arrives unsafe to consume — the food was spoiled or unsafe to eat on arrival.
• Significant quality issues — the food fell substantially below a reasonable standard.
• Delivery cancelled by our delivery partner — if the courier is unable to complete your delivery, we will refund you in full or arrange redelivery.

How to Make a Claim

If something is wrong with your order, please let us know as soon as possible, and within 24 hours of delivery, so we can put it right. To help us review your claim quickly, please provide:

• The name and phone number used for the order;
• The date and approximate time of your order;
• A description of the problem;
• Clear photographs of the items where the issue can be seen.

We may ask you to return or dispose of the affected food in line with food-safety guidance. Each claim is reviewed on a case-by-case basis.

How Refunds Are Processed

Where a refund is approved, it will be issued using the original payment method. Once we introduce online card payments, approved refunds will be returned to the card used for the order and may take a few business days to appear, depending on your bank or card provider. Where appropriate, we may instead offer a replacement meal or account credit.

How Refunds Are Paid

Refunds for online orders are returned to the card you paid with through our payment provider, Stripe. Once we approve a refund it is usually visible on your statement within 5–10 working days, depending on your bank. We cannot refund to a different card or in cash.

Contact Us

To request a cancellation or refund, or if you have any questions about this policy, please contact us: