Cancellation and Refunds

1. Order Cancellation

You may cancel your order under the following conditions:

• Before preparation begins: Full cancellation is allowed. Go to My Bookings and select "Cancel Order."
• After preparation has started: Cancellation may not be possible. Contact us immediately at 0487 661 1600.

2. Wholesale Order Cancellation

• Cancellations made 24+ hours before delivery: full refund.
• Cancellations within 24 hours of delivery: up to 20% cancellation fee.
• Same-day cancellations: no refund unless cancelled by us.

3. Refund Eligibility

Refunds are applicable when:

• Your order was not delivered within the promised time.
• Items were missing or incorrect.
• The food quality was significantly below standard or unsafe.
• The order was cancelled by us due to unavailability.

4. Non-Refundable Cases

• Order successfully delivered as described.
• Change of mind after order is prepared or dispatched.
• Incorrect address provided by the customer.
• Customer unavailable at the time of delivery.

5. How to Request a Refund

1. Go to My Bookings and select the affected order.
2. Tap "Report an Issue" and describe the problem.
3. Attach photos if applicable.
4. Submit within 24 hours of receiving the order.

6. Refund Processing

Approved refunds are credited to your original payment method within 5–7 business days. Cash on delivery refunds are issued as store credit or bank transfer.

7. Contact

For cancellation or refund queries, contact us at sbnctrl@gmail.com or call 0487 661 1600.