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Refund Policy

Last Updated: April 1, 2024

1. Introduction

At Grill'd Geo, we strive to provide high-quality food and excellent service. We understand that sometimes issues may arise with your order. This Refund Policy outlines the circumstances under which we offer refunds or other remedies to ensure your satisfaction with our products and services.

2. Order Cancellation

2.1 Customer-initiated cancellations: If you wish to cancel your order, please contact us immediately at +44 950 767 9869. Orders can only be cancelled if they have not yet entered the preparation phase.

  • If we can successfully cancel your order before preparation begins, we will issue a full refund to your original payment method.
  • If your order has already entered preparation or has been dispatched for delivery, cancellation will not be possible, and no refund will be issued.

2.2 Grill'd Geo-initiated cancellations: In some cases, we may need to cancel your order due to circumstances such as ingredient unavailability, technical issues, or inability to deliver to your location. In such cases, we will provide a full refund to your original payment method.

3. Valid Reasons for Refunds

We may provide full or partial refunds in the following circumstances:

  • Missing or incorrect items: If items are missing from your order or if you receive incorrect items.
  • Quality issues: If the food quality does not meet our standards (e.g., cold food that should be hot, undercooked or overcooked food, food that appears spoiled).
  • Late delivery: If your delivery is significantly delayed beyond our estimated delivery time without proper notification.
  • Damaged items: If items are damaged during delivery.
  • Allergic reactions: If an item contains an allergen that was not disclosed in our menu descriptions or that you specifically requested to be excluded.

4. How to Request a Refund

4.1 To request a refund, please contact our customer service team within 24 hours of receiving your order using one of the following methods:

4.2 Please provide the following information when requesting a refund:

  • Your name and contact information
  • Order number or date and time of order
  • Specific items that were problematic
  • Description of the issue
  • Photos of the affected items, if applicable

5. Refund Process

5.1 Our customer service team will review your refund request and respond within 48 hours.

5.2 If your refund request is approved, we will process the refund according to the following timeline:

  • Credit/Debit card payments: Refunds will be processed within 3-5 business days. Please note that it may take an additional 5-10 business days for the refunded amount to appear in your account, depending on your card issuer's policies.
  • Digital payment methods (PayPal, Apple Pay, etc.): Refunds will typically be processed within 1-3 business days.

5.3 In lieu of a refund, we may offer alternative solutions such as:

  • Store credit
  • Replacement of the affected items
  • Discount on a future order

6. Partial Refunds

In some cases, we may issue partial refunds if only part of your order was affected by issues. The refund amount will be proportional to the value of the affected items.

7. Non-refundable Circumstances

Refunds will generally not be issued in the following circumstances:

  • Personal taste preferences (e.g., you didn't enjoy the flavor of a menu item)
  • Orders that were correctly fulfilled according to your specifications
  • Refund requests made more than 24 hours after delivery
  • Issues that arise from incorrect delivery information provided by the customer
  • Cases where the customer was unreachable at the time of delivery and no safe place was available for the order

8. Delivery Fees

8.1 Delivery fees are generally non-refundable unless the order is cancelled by Grill'd Geo or if the delivery was significantly late due to factors within our control.

8.2 If you receive a full refund for all food items in your order due to quality issues or other valid reasons, the delivery fee may also be refunded at our discretion.

9. Promotional Discounts and Vouchers

9.1 If you used a promotional discount or voucher on an order that is subsequently refunded, the promotional value will not be refunded in cash but may be reissued as a new voucher at our discretion.

9.2 One-time use promotional codes that have been applied to an order cannot be reused, even if the order is refunded.

10. Customer Satisfaction Guarantee

Your satisfaction is our priority. If you are not completely satisfied with your order for any reason, please contact us, and we will work with you to make it right. We value your feedback as it helps us improve our products and services.

11. Modifications to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. It is your responsibility to review this Refund Policy periodically for changes.

12. Contact Us

If you have any questions about our Refund Policy, please contact us: