Returns & Refunds Policy

Effective date: June 2026

Introduction

We understand that when something goes wrong with a food order, it can be genuinely frustrating. A meal that was looked forward to, a delivery that did not arrive as expected, an experience that fell short of what we promised — these things matter to us, because they matter to you.

This policy sets out clearly and honestly what you can expect from On My Plate when something does not go to plan. We have written it not to limit your recourse, but to be transparent about the nature of what we do and the reasonable boundaries within which we are able to make things right.

Please read it carefully before placing an order.

For any questions or concerns, contact us at:

📧 onmyplate20@gmail.com

1. The Nature of Our Product

On My Plate prepares and delivers freshly cooked, perishable food. Every meal is made to order, cooked in our kitchen, and dispatched for delivery shortly after preparation. Because of this:

• Our food cannot be returned.
• Opened or partially consumed meals cannot be refunded on the basis of a change of mind.
• We are unable to accept physical returns of any food item under any circumstances.

This is not a policy born of indifference. It is the straightforward reality of dealing in fresh, perishable, home-cooked food. Returned food cannot be resold, reused, or safely repurposed. Once it leaves our kitchen, it begins its journey to your table — and that journey, by its very nature, is one-way.

What we can do — and what we are genuinely committed to doing — is take complaints about quality and delivery seriously, investigate them fairly, and where we have fallen short of our own standard, make it right.

2. No Refunds Policy

As a seller of freshly prepared perishable food, On My Plate operates a strict no-refund policy under normal circumstances. This is consistent with UK consumer law as it applies to perishable goods, and it reflects the practical reality of our operation.

This means:

• We do not offer refunds on orders that have been correctly prepared and delivered.
• We do not offer refunds on the basis of a change of mind after the cancellation window has passed.
• We do not offer refunds where the issue arises from incorrect information provided by the customer at the time of ordering — including an incorrect delivery address, dietary requirements not disclosed to us, or failure to be available to receive the delivery.
• We do not offer refunds for dissatisfaction with taste or seasoning preferences that fall within the normal range of subjectivity. Food is personal. What delights one person may not suit another. We cook with care and to a consistent standard, but taste is not a universal measure.

3. When We Will Make It Right

While we do not offer refunds as a general rule, we take our responsibility as a food business seriously. There are specific circumstances in which we will investigate your complaint and, where we determine that a genuine failing on our part has occurred, take appropriate action. These circumstances are:

3.1 Incorrect Order Received

If you receive items that are materially different from what you ordered — for example, a different dish entirely, or a missing item from your order — please contact us within 2 hours of delivery at onmyplate20@gmail.com with your order details and a description of the discrepancy.

Where we confirm an error on our part, we will offer one of the following at our discretion:

• A replacement of the correct item where operationally possible.
• A credit toward a future order.
• A partial or full refund of the affected item.

3.2 Food Arrives in Unacceptable Condition

We take the preparation and handling of every meal seriously. However, if your food arrives in a condition that is genuinely unacceptable — for example, it has clearly spoiled in transit, arrived cold in a way that affects its safety or edibility, or has been visibly compromised — please contact us within 2 hours of delivery with:

• A clear description of the issue.
• Photographic evidence where possible.

We will assess each such complaint on its individual merits and in good faith. Where we determine that the condition of the food represents a genuine failure on our part, we will offer a replacement, credit, or partial refund as appropriate.

3.3 Order Never Arrived

If your order does not arrive within a reasonable period beyond the estimated delivery window, and you have not received any communication from us explaining a delay, please contact us immediately at onmyplate20@gmail.com.

We will investigate the matter with our delivery team. Where we confirm that your order was not delivered and the fault lies with us, we will offer a full refund or replacement at our discretion.

Please note: we are unable to offer a refund for non-delivery where the failure was caused by circumstances on your end, including an incorrect address, failure to be available, or failure to respond to contact attempts from our delivery team. In such cases, the order will be considered fulfilled on our part.

3.4 Order Cancelled by On My Plate

In the rare event that we are unable to fulfil your order after it has been placed and paid for — due to ingredient unavailability, an operational issue, or any other reason within our control — we will notify you promptly and issue a full refund of the amount paid. This refund will be processed through the original payment method and may take up to 5–10 business days to appear in your account, depending on your bank or card provider.

4. Cancellations and Refunds

4.1 Cancellation Within the 10-Minute Window

As outlined in our Terms of Service, you may cancel your order within 10 minutes of placing it, provided that preparation has not yet begun. To do so, contact us immediately at onmyplate20@gmail.com with your order details and a request to cancel.

Where a cancellation is confirmed within this window, a full refund will be issued to your original payment method. Please allow up to 5–10 business days for the refund to appear, depending on your bank or card provider.

4.2 Cancellation After the Window Has Closed

Once the 10-minute cancellation window has passed, or once preparation of your order has begun, your order cannot be cancelled and no refund will be issued. At this point, your meal is already being prepared with care, and the process cannot be reversed without waste on our end and cost that we are unable to absorb.

We appreciate your understanding. The 10-minute window exists precisely to give you a fair and reasonable opportunity to change your mind before any irreversible steps have been taken.

5. How to Raise a Complaint

We genuinely want to hear from you when something has gone wrong. A complaint is not an inconvenience to us — it is information. It tells us where we have fallen short and gives us the opportunity to do better.

If you have a complaint about your order, please contact us as soon as possible — and ideally within 2 hours of delivery — at:

📧 onmyplate20@gmail.com

When you contact us, please include:

• Your full name.
• Your order details, including the date and items ordered.
• A clear description of the issue.
• Photographic evidence where relevant and available.

We will acknowledge your complaint promptly and aim to provide a full response within 2 business days. Every complaint is reviewed individually and with genuine attention. We do not use automated responses or dismissive templated replies. A real person will read your message and respond to it with care.

6. Refund Processing

Where a refund has been agreed and approved by On My Plate, it will be processed as follows:

• Refunds are returned to the original payment method used at the time of the order.
• Processing times may vary depending on your bank or card provider, but refunds typically appear within 5–10 business days of being issued on our end.
• On My Plate is not responsible for delays caused by your bank or payment provider once the refund has been dispatched from our end.

We will notify you by email once a refund has been processed.

7. Our Promise to You

Our no-refund policy exists because of the nature of fresh, perishable food — not because we are indifferent to your experience. We hold ourselves to a high standard, and we take it personally when a meal does not arrive the way it should.

If we have genuinely fallen short — if something was wrong, if a delivery failed through no fault of your own, if your order was not what it should have been — we will not hide behind policy. We will listen, we will investigate, and where we have made a mistake, we will make it right.

That is our commitment to you. It is the same commitment that goes into every meal we make.

8. Changes to This Policy

We reserve the right to update this Returns & Refunds Policy at any time. Changes will be published on our website with an updated effective date. Your continued use of our website and services following any update constitutes your acceptance of the revised policy.

9. Contact Us

For any questions or concerns relating to this policy, or to raise a complaint, please reach out:

📧 onmyplate20@gmail.com

We aim to respond to all messages within 2 business days. We are a small, dedicated team and we take every message seriously.

On My Plate — Good food, delivered straight to your door.