ONE CURRY — Refunds, Returns & Cancellations (Takeaway & Delivery)

We prepare fresh, made-to-order food and drinks. Because these are perishable goods, returns are not accepted once an order has been collected or delivered. This is consistent with UK consumer law for goods which “deteriorate or expire rapidly.” legislation.gov.uk+1

1) When we can refund or replace

We’ll offer a refund, remake, or credit when any of the below applies (please contact us within 24 hours of receiving the order and provide your order number + photos where possible):

• Wrong / missing items compared with your receipt.

• Quality issue on arrival (e.g., spilled or spoiled items, temperature unsafe, packaging failure).

• Order not received or delivered to the wrong address by our driver (we will investigate GPS/driver logs/CCTV where available). If not delivered, you may choose redelivery or refund. Citizens Advice

Note: Per the Consumer Rights Act 2015, items must be “as described” and of “satisfactory quality.” If not, we will put it right. legislation.gov.uk+1

2) When we can’t refund

To protect food safety and prevent abuse, we don’t refund or replace if:

• The order was correct and no fault is shown (e.g., a change of mind/taste preference).

• The food has been left uncollected, left outside, or stored improperly after delivery (risk zone 5°C–63°C), causing quality or safety issues. CPD Online College

• You report an issue more than 24 hours after delivery/collection.

• Allergen disclosure wasn’t given to us before ordering, or the item was altered after delivery.

3) Allergens & dietary needs

Please tell us before you order if you have allergies. We handle common allergens (e.g., gluten, eggs, milk, soy, nuts, sesame, fish/shellfish) in our kitchen; cross-contact may occur. We can advise alternatives where possible.

4) Cancellations

• ASAP orders: can be cancelled only before we start preparing. Once preparation starts, the order is non-cancelable.

• Pre-orders / large orders / catering: free cancellation up to 24 hours before the scheduled time; within 24 hours we may charge up to 50% to cover ingredients and labour already committed.

UK “cooling-off” rules for distance sales don’t apply to perishable food, so there is no automatic 14-day cancellation right for hot/fresh meals. legislation.gov.uk+1

5) Orders via platforms (Just Eat / Uber Eats / Deliveroo)

If you ordered through a third-party platform, please raise the issue in-app so they can process according to their policies; we’ll cooperate fully with their investigation. (Rights for takeaway problems depend on who the contract is with and what went wrong.) Which?

6) Evidence we may request (to resolve fast & fairly)

To speed up investigation we may ask for:

• Photo of the unopened item/packaging & any issue (spill, wrong label, etc.)

• Time of receipt and storage details (hot/cold)

• Order receipt or app screen

7) Refund method & timing

Approved refunds are issued to the original payment method (or as store credit if you prefer). Please allow 3–7 business days for your bank to post the funds. (Retailers must process refunds promptly once a valid cancellation/issue is confirmed.) Sprintlaw UK

8) Substitutions

If an item is unavailable, we may contact you to suggest an equivalent substitution or remove the item and refund its value.

9) Delivery & collection window

We aim to deliver within the quoted time. Bad weather, traffic or peak periods can cause delays; we’ll notify you where possible. We don’t refund for minor delays, but if a delay means the order is not received, we’ll redeliver or refund (see §1). Citizens Advice

10) Abuse & fairness

We reserve the right to refuse or limit refunds/credits where there is evidence of misuse (e.g., repeated claims without evidence), while always complying with the Consumer Rights Act 2015 standards for faulty/not-as-described items. legislation.gov.uk

Contact

• Phone: 0113 460 8789

• Email: contact@one-curry.co.uk

• Address: 20 Lumley St, Castleford WF10 5LB, UK

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