Rosh & Nosh
Cancellation & Refund Policy
We prepare food to order, so the time at which you ask to cancel is important. This policy explains when an order can be cancelled, how much may be refunded, and what happens when an order has already entered preparation or delivery.
1. General
We prepare our food after an order has been confirmed. Because of this, an order can move from being newly placed to being prepared quite quickly.
If you need to cancel an order, please contact us as soon as possible. The cancellation amount depends on how much time has passed since the order was confirmed and whether preparation has started.
The percentages below apply to the food order value. Any separate service or delivery charge that has already been used to provide the requested service may be treated separately.
2. When You Can Cancel
Within 10 minutes of ordering
You can request cancellation within 10 minutes of placing your order. Where preparation has not started, the order can normally be cancelled with a 100% refund of the food order value.
After 10 minutes but more than 60 minutes before the estimated delivery time
A cancellation request can still be considered during this period. If the order has not yet entered preparation, we may be able to cancel it with a 70% refund of the food order value.
60 minutes to 30 minutes before the estimated delivery time
Cancellation may still be considered, but preparation may already have started. Where we are able to stop the order at this stage, a 50% refund of the food order value may be provided.
Less than 30 minutes before the estimated delivery time
Cancellation is normally no longer available once the order is within 30 minutes of its estimated delivery time, particularly when the food has already been prepared or is being arranged for delivery.
3. Cancellation & Refund Levels
| Refund | Cancellation Window | What It Means |
|---|---|---|
| 100% | Within 10 minutes | The order is cancelled before preparation has started. The food order value is refunded in full. |
| 70% | More than 60 minutes before estimated delivery | Cancellation may be accepted where preparation has not progressed significantly. |
| 50% | 60–30 minutes before estimated delivery | Cancellation may be accepted where preparation has started but the order can still be stopped. |
| 0% | Less than 30 minutes before estimated delivery | Cancellation is normally not available once preparation, packing or delivery arrangements are substantially underway. |
The relevant cancellation window is based on the time we receive your cancellation request, not the time you first attempt to contact us.
4. When Cancellation Is Not Available
Once an order has progressed too far through preparation or delivery, we cannot normally cancel it. This is because the food has been prepared specifically for the order and may already have been packed or sent out.
Cancellation will normally not be available where:
- The order is less than 30 minutes from its estimated delivery time.
- The kitchen has completed or substantially completed preparation of the food.
- The order has already been packed and is ready for collection or delivery.
- The order has already left the restaurant for delivery.
- The customer asks to cancel after the food has been delivered.
- The customer cannot be reached after delivery has been attempted at the address supplied during checkout.
- The delivery cannot be completed because the customer supplied an incorrect or incomplete address.
- The customer is unavailable to receive the order after a reasonable waiting period.
- The order has been collected or otherwise accepted by the customer.
If you realise that you have made a mistake immediately after ordering, contact us straight away. We will always check whether the order can still be stopped before preparation progresses.
5. If We Cannot Fulfil Your Order
Occasionally, we may be unable to complete an order because of an unexpected operational issue, an unavailable menu item or another situation affecting the restaurant.
If we need to cancel an order before it has been fulfilled, we will let the customer know where contact details are available and arrange a refund for the amount applicable to the cancelled order.
Where we cancel the entire order before fulfilment, the food order value will normally be refunded at 100%.
6. Delivery Problems
Our local delivery service is available only within Ruislip, United Kingdom. Estimated delivery times are provided to help customers plan their orders and are not guaranteed arrival times.
Traffic, weather, unusually high order volumes, access issues and other circumstances can occasionally affect delivery times.
If your order is delayed, please contact us before placing a second order. We will check the status and explain the available options.
A delivery delay on its own does not automatically mean that an order can be cancelled for a full refund, particularly where the food has already been prepared or is already with the delivery service.
7. How Refunds Are Handled
Once a refund has been approved, we will arrange it using the payment method associated with the original order where the payment system allows this.
We do not normally provide cash refunds for online orders. Customers should allow the payment provider and their bank time to process the returned funds.
If only part of an order is eligible for a refund, the refund will relate to the affected food items or the amount agreed after the order has been reviewed.
8. When Your Refund Will Arrive
In normal circumstances, customers should therefore allow up to 10 business days from refund approval for the funds to appear in the original payment account.
If the refund has been confirmed but the amount has not appeared after 10 business days, please contact us with your order details so that we can check the refund status.
9. Missing or Incorrect Items
If an item is missing or you receive an item that does not match your confirmed order, please contact us as soon as possible and, where practical, within 2 hours of delivery or collection.
Please provide the order details and explain which item is affected. We may ask for reasonable information to help us check what happened.
Depending on the circumstances, we may offer a replacement item, refund the affected item, or provide another appropriate solution. The outcome will depend on the details of the individual order.
10. Food & Order Concerns
If you have a concern about the food you received, please contact us promptly so that we have a fair opportunity to review the order while the details are still clear.
For an order concern, please provide your order reference, the relevant item and a brief description of the issue. We may ask for additional information where it is reasonably needed to assess the matter.
Where a refund is agreed following a review, the amount will be confirmed before the refund is processed.
11. Important Limitations
We take reasonable care when preparing, packing and delivering orders, but we cannot accept responsibility for circumstances that result directly from information supplied incorrectly by the customer.
This includes an incorrect delivery address, incomplete contact details, failure to provide relevant access information, or unavailability at the delivery address after reasonable attempts have been made to complete the delivery.
Delivery estimates can also be affected by traffic, weather, unusually high demand, road restrictions, access conditions and other circumstances outside our reasonable control.
The cancellation and refund rules above do not remove any rights that cannot lawfully be excluded or restricted. Where applicable, the circumstances of an individual order will be considered before a final decision is made.
Food information: Customers with allergies, intolerances or specific dietary requirements should contact us before ordering. We cannot guarantee that any particular dish is completely free from traces of ingredients handled in the restaurant.
12. Contact Us
If you need to cancel an order or have a question about a refund, please contact us as soon as possible. For time-sensitive cancellation requests, calling is usually the quickest option.