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Refund & Cancellation Policy

Olus Kitchen, operated by Olus Kitchen (UK) Limited


At Olus Kitchen we prepare fresh, perishable meals to order, and also take bookings for private catering events. This policy explains when refunds and remedies apply. Nothing in this policy affects your statutory rights.


This policy is split into two parts:

  • Part A – Standard Food Orders (individual takeout/delivery orders)

  • Part B – Private Event & Catering Bookings


If you're unsure which applies to your order, please contact us using the details below.


Part A – Standard Food Orders
 

1. Fresh Food & Your Right to Cancel

Our meals are freshly prepared to order and perishable. Because of this, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the standard 14-day cooling-off period does not apply to food that is made to order or liable to deteriorate rapidly.

This means:

  • We cannot offer a refund if you simply change your mind after placing an order.

  • We cannot accept returns of food items.

We will make this clear to you at checkout, before you complete your order, in line with our legal obligation to inform you of this before the contract is made.


2. Allergens & Dietary Requirements

If you have a food allergy, intolerance, or specific dietary requirement, please check the allergen information provided for your order before eating.

  • Do not eat any item that does not match your stated dietary requirements or allergen needs, contact us immediately instead.

  • If you believe you are having an allergic reaction, seek medical attention immediately (call 999 in an emergency) before contacting us.

  • If you receive an item that doesn't match the allergen information you provided at checkout, this is treated as an "Error with your Order" below and you are entitled to a full refund.


3. Error With Your Order

If something is wrong with your order, you have rights under the Consumer Rights Act 2015. If your order is damaged, unsafe, incorrect, missing items, or not as described, you are entitled to a remedy.

Given the perishable nature of our food, please contact us as soon as possible, and ideally within 24 hours of delivery, so we can investigate while the issue is still verifiable. This timeframe is a practical request to help us help you quickly, it does not limit your statutory right to raise a claim under the Consumer Rights Act 2015 within the applicable legal time limits.

Where food is faulty, unsafe, incorrect, or not as described, a refund is our standard remedy, given that replacement is often impractical for perishable items. We may offer a replacement or account credit instead where appropriate, but only as an option you are entitled to choose a refund.


4. How to Report an Issue


5. What We Will Do

  • We will review your report and offer the appropriate remedy: a refund, replacement, or credit for the affected items, as set out above.

  • For food safety reasons, we may ask you not to eat the affected item and to keep it (refrigerated, if possible) or dispose of it as advised, in case further investigation is needed.

  • If you believe you have experienced food poisoning, please seek medical advice and consider reporting this to your local Environmental Health department, as well as to us.


6. Delivery Problems

If your order does not arrive, or there is a delivery issue, please contact us as soon as possible and no later than 48 hours after the expected delivery time the sooner you tell us, the sooner we can resolve it. We will investigate with our delivery partners.

If your order fails to arrive through no fault of your own, you are entitled to a full refund, unless you agree to a redelivery instead.


7. Subscriptions

You can manage, skip, pause or cancel your subscription at any time through your account. Orders that have already passed the order cut-off time and entered preparation cannot be refunded, but you can skip or cancel future deliveries at any time before the next cut-off.


Part B – Private Event & Catering Bookings


8. Booking Deposit

  • A deposit of 25% of the total estimated cost is required to secure your booking. This deposit is non-refundable except where we cancel your booking (see Section 11 below) or as otherwise required by law, and reflects costs we commit on your behalf once your booking is confirmed (e.g. ingredient sourcing, kitchen time, staff scheduling).

  • Bookings are not confirmed until the deposit is received.
     

9. Cancellation by You

  • More than 30 days before the event: Full refund of any payments made beyond the non-refundable deposit.

  • 15–30 days before the event: 50% refund of payments made beyond the non-refundable deposit.

  • Less than 14 days before the event: No refund. Full payment is required, reflecting costs already committed to fulfil your booking (ingredients, staff time, and kitchen capacity reserved for your event).
     

10. Rescheduling

  • We'll accommodate requests to reschedule your event where possible, subject to availability, at no extra charge.

  • Where rescheduling isn't possible, the cancellation terms in Section 9 apply based on the notice given.


11. Cancellation by Us

  • If unforeseen circumstances force us to cancel your event, you will receive a full refund, including the deposit.

  • We reserve the right to cancel a booking where full payment or requested information hasn't been received by the agreed deadline; in this case, the deposit remains non-refundable.


12. Force Majeure

Neither party is liable for a failure to perform its obligations where that failure is due to events beyond its reasonable control (e.g. natural disasters, pandemics, government restrictions). Where we cancel your event due to a Force Majeure event, the refund terms in Section 11 (full refund, including deposit) apply.

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How Refunds Are Issued

  • Where a refund is due for an order under Part A, it will be issued to your original payment method, usually within 3–5 business days of us confirming the remedy.

  • Where a refund is due for a cancelled booking under Part B, it will be processed within 14 calendar days of the cancellation being confirmed.

  • No fee will be charged for processing your refund.

 

Complaints & Further Help

If you're not satisfied with how we've resolved an issue, please contact us again using the details in Section 4 so we can review it further.

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This policy is governed by the laws of England and Wales. Nothing in this policy limits or excludes your statutory rights as a consumer, including those under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

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Last updated: 27 August 2026​​

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