Refund policy

Return and Refund Policy - Route Catering

Last Updated: 11-08-2025

Important Notice About Fresh Food

As a professional catering company, Route Catering prepares all food fresh using premium ingredients ordered specifically for your event. Due to the perishable nature of our products and our commitment to reducing food waste, traditional returns are not available. However, we are committed to ensuring your complete satisfaction with our service.

Cancellation Policy

Standard Corporate Catering Orders

Free Cancellation: Up to 10am, two days before your delivery date
Example: For Tuesday delivery, cancel by 10am on Sunday
After Cutoff: Cancellations after this time cannot be refunded as ingredients will have been ordered and preparation begun

Weekend Orders

Free Cancellation: Up to 10am on Wednesday for weekend deliveries
Saturday/Sunday Delivery: Must be cancelled by Wednesday 10am to avoid charges

Pop-Up Experiences and Setup Services

Free Cancellation: Up to 72 hours (3 working days) before your event
Example: For Friday pop-up, cancel by Tuesday to avoid charges
Reason: Complex setup planning and specialized ingredient sourcing required

Wedding and Large Event Catering

Cancellation Terms: As specified in your individual contract
Typically: 7-14 days advance notice required for full refund
Partial Refunds: May be available depending on timing and preparation stage

Same-Day Orders

No Cancellation: Same-day orders cannot be cancelled or refunded
Reason: Food preparation begins immediately upon order confirmation

How to Cancel Your Order

Online Cancellation

Log in to your Route Catering customer account
Navigate to "My Orders" section
Select the order you wish to cancel
Click "Cancel Order" (available only within cancellation window)
Confirmation email will be sent once cancellation is processed

Phone Cancellation

Call: 020 7833 0011 during business hours
Email: orders@routecatering.co.uk
Include: Order number, delivery date, and contact information

After Hours

Email: orders@routecatering.co.uk for urgent cancellations
Note: Cancellations received after cutoff times may still incur charges

Exceptional Circumstances

Quality Issues

Reporting: Must be reported within 2 hours of delivery
Resolution: Replacement, credit, or full refund at our discretion
Process: Contact us immediately at 020 7833 0011

Delivery Failures

Our Responsibility: Full refund if we fail to deliver the order
Customer Unavailable: No refund if recipient unavailable during agreed delivery window
Weather/Force Majeure: Alternative arrangements or full refund offered

Dietary/Allergen Concerns

Immediate Contact: If items don't match dietary requirements specified
Resolution: Immediate replacement or full refund
Prevention: Please double-check dietary specifications when ordering

Refund Process

Processing Time

Standard Refunds: 5-10 business days to original payment method
Corporate Accounts: Applied as credit to account or bank transfer
Emergency Refunds: Expedited processing available for genuine emergencies

Refund Methods

Original Payment Method: Credit/debit cards refunded to original card
Bank Transfer: Available for corporate accounts and large orders
Account Credit: Option to retain credit for future orders

No Refund Circumstances

Late Cancellations

Orders cancelled after specified cutoff times
Ingredients already ordered and preparation begun
Same-day cancellation requests

Consumed Products

Partially or fully consumed orders
Items delivered and accepted in good condition
Event completion regardless of satisfaction

Change of Mind

Non-quality related dissatisfaction
Menu preference changes after order confirmation
Guest count changes after cutoff time

Modification vs Cancellation

Order Modifications

Minor Changes: May be possible before preparation begins
Contact: 020 7833 0011 as soon as possible
Additional Costs: May apply for upgraded items or increased quantities

Delivery Changes

Address/Time: Contact us immediately if changes needed
Availability: Subject to delivery schedule and driver availability
Additional Charges: May apply for significant route changes

Corporate Account Terms

NET Payment Accounts

Cancellation terms as specified in corporate agreement
Credits applied to account for approved cancellations
Special arrangements for regular corporate orders

Regular Service Contracts

Cancellation terms specified in individual contracts
Advance notice requirements may vary
Minimum commitment periods may apply

Seasonal and Peak Period Policy

High Demand Periods

Extended Notice: Christmas, Halloween, major events may require longer cancellation notice
Limited Flexibility: Reduced cancellation windows during peak periods
Early Booking: Secure preferred dates and maintain flexibility

Contact Information for Cancellations

CAFE ROUTE LTD - Route Catering
Phone: 020 7833 0011
Email: orders@routecatering.co.uk
Business Hours: 07:00AM - 6:00PM

Emergency Contact

For urgent cancellations outside business hours, email orders@routecatering.co.uk with "URGENT CANCELLATION" in the subject line.

Our Commitment

Route Catering is committed to providing exceptional service and ensuring customer satisfaction. While our fresh food preparation process limits traditional returns, we work diligently to accommodate reasonable requests and resolve any service issues promptly and fairly.

We encourage customers to:

Double-check order details before confirmation
Contact us immediately with any concerns
Plan delivery dates carefully to avoid unnecessary cancellations

By placing an order with Route Catering, you acknowledge that you have read and understood this Return and Refund Policy and agree to the specified terms and conditions.

For specific questions about cancellations or refunds, please contact our customer service team at 020 7833 0011 or orders@routecatering.co.uk

Contact us