Refund & Cancellation Policy

At EatUp Catering, all catering orders are prepared fresh and are often customised for each customer, event, delivery date, guest count, menu selection, and dietary requirement.

Once your order, quote, or booking has been confirmed, we begin preparing for it immediately. This may include ordering ingredients, allocating kitchen time, scheduling staff, reserving delivery slots, and preparing fresh food items specifically for your booking.

Because of this, confirmed catering orders are non-refundable once accepted by us.

Cancellations

If you need to cancel your order, please contact us as soon as possible.

However, once an order has been confirmed, we cannot guarantee a refund, credit, or date change. This is because preparation and planning often begin immediately after confirmation, and many of our food items are fresh, perishable, or made specifically for your event.

Changes to Orders

Any requested changes to the delivery date, delivery time, menu, guest count, dietary requirements, or order details must be made as early as possible.

We will always try to help where we can, but changes are not guaranteed once the order has been confirmed. Additional charges may apply if the requested change increases food, staffing, preparation, or delivery costs.

Fresh Food & Perishable Items

As our products are fresh, made-to-order, and perishable, we are unable to accept returns or offer refunds where:

• the customer changes their mind after confirmation

• the event is cancelled after the order has been confirmed

• the customer no longer requires the food

• the customer provides incorrect order, delivery, or event details

• the customer is unavailable to receive the order at the agreed delivery time

• the food has already been prepared, dispatched, or delivered

Delivery Issues

Customers are responsible for providing accurate delivery information, including the full address, postcode, contact number, delivery instructions, and required delivery time.

If delivery cannot be completed because the information provided is incorrect, incomplete, or the customer is unavailable, the order will remain non-refundable.

When a Refund May Be Considered

This policy does not affect your statutory rights.

A refund, replacement, or partial refund may be considered if:

• we cancel your order and no suitable alternative is agreed

• the order is not delivered due to an error on our side

• the food is faulty, unsafe, or not as described

• an incorrect item is supplied and the issue is reported promptly

Any issue must be reported to us as soon as possible on the day of delivery, with your order details and supporting photos where relevant.

Contact Us

For cancellations, changes, or order issues, please contact us as soon as possible using the contact details provided on our website or order confirmation.