Refund & Returns Policy
We want every Balanced Diet Cottage experience to be straightforward and satisfactory. Please read our policy regarding cancellations, refunds, returns and service issues.
At Balanced Diet Cottage, we take pride in providing quality food, catering and dietary services. This Refund & Returns Policy explains how we handle cancellations, refunds, order issues and other requests relating to our services.
1. Policy Overview
Because many of our services may involve freshly prepared food, catering arrangements and products prepared specifically for customers, refund and cancellation arrangements may vary depending on the type and timing of your order.
We encourage customers to contact us as soon as possible if they need to change or cancel an order.
Cancellation
Contact us promptly if you need to cancel or amend a booking or order.
Refunds
Eligible refunds are assessed according to the nature and circumstances of the order.
Food Orders
Freshly prepared food may be subject to different cancellation and return considerations.
Customer Support
We aim to resolve genuine concerns fairly and promptly.
2. Cancellations
If you need to cancel an order, booking or catering arrangement, please contact Balanced Diet Cottage as soon as possible.
Whether a cancellation can receive a full or partial refund may depend on factors including:
- How far in advance the cancellation is requested.
- Whether food or services have already been prepared or arranged.
- Whether third-party services or supplies have already been committed.
- The specific terms agreed when the order or booking was made.
3. Refunds
Where a refund is approved, we will normally process it using the original payment method where practical and appropriate.
The amount refunded may depend on the circumstances of the cancellation, the service involved and any costs that have already been incurred.
If a partial refund is appropriate, we will communicate the amount and reason before processing it where reasonably possible.
4. Orders & Catering Services
Catering and food orders often require advance preparation. Ingredients, staffing, delivery arrangements and other resources may be organised specifically for your booking.
For this reason, cancellation terms may depend on the preparation stage and how close the cancellation is to the scheduled service date.
Changes to an Order
We will make reasonable efforts to accommodate changes to an order when sufficient notice is provided. However, changes may not always be possible once preparation has begun.
Event or Large Catering Orders
Larger catering bookings may have specific cancellation, deposit or payment arrangements agreed at the time of booking.
Where specific terms have been agreed for an individual booking, those terms may take precedence over the general provisions of this policy.
5. Quality Issues & Incorrect Orders
We want you to be satisfied with your order. If you believe that an order is incorrect, damaged, incomplete or does not meet the agreed requirements, please contact us as soon as reasonably possible.
To help us investigate the issue, we may ask you to provide details such as:
- Your name and order information.
- A description of the issue.
- The date and time of delivery or collection.
- Photographs where they are relevant to the issue.
Depending on the circumstances, we may offer an appropriate resolution such as a replacement, correction, credit or refund.
6. Items or Services That May Not Be Refundable
Certain products or services may not be eligible for a refund where they have been specially prepared, customised or provided for a specific date or event, subject always to applicable consumer rights.
Examples may include:
- Freshly prepared food that has already been produced.
- Bespoke or customised catering arrangements.
- Services that have already been fully provided.
- Costs that have been specifically incurred for a customer’s confirmed booking.
7. Refund Processing Times
Once a refund has been approved, we will aim to process it within a reasonable period.
The time it takes for the money to appear in your account may also depend on your bank, card provider or payment service.
If you have been notified that a refund has been processed but it has not appeared after the expected processing period, please contact us so that we can assist.
8. Customer Responsibility
Customers are responsible for providing accurate order, contact and delivery information when making a booking or purchase.
Where relevant, customers should also inform Balanced Diet Cottage of dietary requirements, allergies or other information necessary for the safe and appropriate preparation of an order.
We encourage customers to review their order details before confirming an order or booking.
9. Changes to This Policy
Balanced Diet Cottage may update this Refund & Returns Policy from time to time to reflect changes to our services, business practices or applicable requirements.
The latest version will be published on this page.
Need Help With a Refund or Cancellation?
Please contact Balanced Diet Cottage as soon as possible. We are happy to review your request and discuss the available options.
Dundee, United Kingdom