Legal
Refund & Cancellation Policy
Last updated: 20 July 2026
This policy explains how cancellations and refunds work on marchmello, operated by MARCHMELLO LTD. When you place an order, your contract for the food or goods is with the shop; marchmello provides the platform and processes payments on the shop's behalf.
1. Cancelling an order
You can cancel an order from the Orders screen in the app. The refund you receive depends on how far the order has progressed:
| When you cancel | Refund |
|---|---|
| Before the shop accepts the order (still “pending”) | 100% — full refund |
| After the shop accepts it (it may already be in preparation) | 50% refund |
| After the order has been served / completed | Cannot be cancelled |
- If the shop cancelsyour order, or can't fulfil it, you always receive a 100% refund — regardless of stage.
- Because food is prepared fresh to order, the usual 14-day cancellation right for online purchases does not apply to perishable goods under UK consumer law once the shop has begun preparing your order.
2. How refunds are paid
- Refunds are returned to your original payment method via our payment processor, Stripe.
- We process refunds immediately on cancellation. Depending on your bank or card provider, the money typically appears in 5–10 business days.
3. Points and vouchers
When an order is cancelled:
- Any loyalty points you spent at checkout are returned to your balance.
- Any voucher you applied is reinstated so you can use it again.
- You don't lose points you would have earned — earned points are only credited once an order is served, so a cancelled order never affected them.
4. Problems with an order
If your order is wrong, missing items, or not as expected, please contact the shop or us as soon as possible at contact@marchmello.co.uk. Refunds, replacements, or remakes for served orders are handled together with the shop.
5. marchmello+ subscriptions
- On iOS, subscriptions are billed by Apple. Refund requests are handled by Apple — request one at reportaproblem.apple.com. marchmello cannot issue refunds for Apple purchases.
- Elsewhere (Stripe billing), you can cancel anytime and keep your benefits until the end of the current billing period. We do not provide partial refunds for the unused portion of a billing period unless required by law.
6. Contact
Questions about a refund or cancellation? Email contact@marchmello.co.uk.