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

1. Log in to your Route Catering customer account
2. Navigate to "My Orders" section
3. Select the order you wish to cancel
4. Click "Cancel Order" (available only within cancellation window)
5. 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 as scheduled
• 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

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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