Refund & Cancellation Policy

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:

• If the shop cancels your order, or can't fulfil it, you always receive a 100% refund — regardless of stage.
• Delivery orders follow the table above until the shop sends your order out for delivery; after that it can't be cancelled. The delivery fee is always refunded in full when an order is cancelled — including when you get 50% back — because nothing has been delivered yet.
• 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.
• Orders you pay for at the counter — including ones a shop rings up on its till with your MELLO code — or in cash on delivery, work differently. We take no money for them, so there is nothing for us to refund — cancelling one simply withdraws the request. If you have already paid the shop, any refund is between you and the shop; section 4 explains what a refund of a served order does to your points. A till order can't be cancelled from the app; ask the shop. The table above applies to orders paid online.
• Orders containing alcohol are always counter orders, and can't be delivered. If you cannot show at the counter that you are 18 or over, the shop will refuse the order — and because nothing was paid through the app, there is nothing to refund.

2. How refunds are paid

• Refunds of orders paid online 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.
• If you paid the shop directly — at the counter or in cash on delivery — any refund comes from the shop, not from us (see section 4).

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 or stamps you would have earned — both are only credited once an order is served, so a cancelled order never affected them. Refunding a served order you paid for at the counter is different: see section 4.
• Any reward card you used on the order is returned to your wallet unused, ready for another order.
• A free item from a stamp card used on the order goes back on your card, ready to claim again.

4. Refunds of orders paid at the counter

When you pay a shop directly — at its counter or till, or in cash on delivery — the money never passes through us, and neither does a refund. If the shop agrees to refund an order after it has been served, it gives you the money back itself. It can also record the refund on marchmello, on its till on the day or in the app within 180 days of serving it. A recorded refund works like this:

• The points the order earned are taken back, because the money behind them has gone back to you. They're taken in step with the money: refunding £4 of a £10 order takes back 4 of its 10 points, and refunding all of it takes back all 10.
• A refund of everything left on the order undoes the sale. Any points you spent on it come back to your balance, and so does the voucher, reward card or stamp-card free item you used on it — a voucher or reward card only if it is still valid. The stamps the order earned come off your stamp card, along with any free item they completed that you haven't claimed.
• Points can only be taken back if you still have them. If you have already spent them, converted them to another shop or sent them to a friend, the refund can't be recorded through marchmello, or can be recorded only for the part that the points you still have at that shop cover — unless it's a refund of everything left and the points you spent on the order, which come back, make up the difference. A full refund may also not be possible once the stamps the order earned have gone towards a free item you've claimed, or while money from the order has gone towards a Spending Reward you've since used on another order; a part refund still can.
• We notify you when a refund is recorded, and the order shows it on your Orders screen. If an order shows a refund you haven't received, tell the shop or us straight away.

Orders paid online aren't refunded this way.

5. Reward cards bought with points

Shops sell reward cards — such as “buy one, get one free” or “spend £25, get a free item” — which you buy with points. Buying a card spends those points straight away.

• If the shop takes every item on your card off its menu or sells out of them, the card can no longer do what you paid for. You choose: keep it and use it on whatever is still eligible, or take the points you spent back into your balance for that shop.
• Reward cards are otherwise non-refundable. A card's terms are fixed when you buy it, so a shop changing or withdrawing the offer afterwards does not affect a card you already hold — and does not entitle you to a refund.
• Cards expire on the date shown on the card. Points spent on an expired card are not returned, so use them before the date shown.

6. 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.

For a delivery, the shop is responsible for your order until it reaches you. If it doesn't arrive, or arrives damaged, incomplete or unsafe to eat, tell the shop or us straight away. If the shop can't put it right, it cancels the order and you receive a 100% refund, delivery fee included.

7. 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 within 14 days of the day you buy marchmello+: reply to the confirmation email we send you, or email contact@marchmello.co.uk. When you buy, you ask us to start your membership straight away, so we refund what you paid minus the days of membership you’ve had (or in full if you didn’t ask us to start straight away). We refund you within 14 days, to the payment method you used, and your membership ends when we do. After those 14 days you can still cancel at any time 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.

8. Contact

Questions about a refund or cancellation? Email contact@marchmello.co.uk.