Cancellation and refunds
!Draft. The final text is being prepared by a lawyer; the seller’s details will appear after registration. If the English and Russian texts differ, the Russian version prevails.
Plans change: you can skip a day or cancel an order. Here is how it works and when the money comes back.
1. Before the day’s deadline
Skip a day or cancel from the order page, before that day’s deadline. The money for the day is refunded in full, automatically.
The deadline is shown next to each day in the order, in local time.
2. After the deadline
The ingredients for the order have already been bought, and the chef’s work is planned. You can withdraw from the order after the deadline too (Article 32 of the Russian Law on Consumer Rights Protection).
The refund is fill in: refund amount minus actual costs, in the lawyer’s wording. To cancel after the deadline, write to fill in: seller’s email with the order number.
3. If the kitchen cannot deliver
If the kitchen is on pause or cannot fulfil the order for a given day, you get a message, and the money for that day is refunded in full.
4. If something is wrong with the food
A wrong dish, damaged packaging, an expired date, a warm bag: write to fill in: seller’s email with the order number and a photo of the label. fill in: procedure and time limit for answering a claim.
A food safety complaint: the batch is withdrawn the same day, the answer comes within 24 hours, and an incident report without personal data is published.
5. How the money comes back
The same way the order was paid: to the card or through SBP (the Faster Payments System). Time: fill in: refund period. The refund receipt arrives by email.
6. What cannot be returned
Food of proper quality cannot be returned or exchanged once received: ready-made dishes are not taken back.