Refund & Cancellation Policy

Chantal Cafe Restaurant Limited

Last Updated: 21 July 2026

 

Refund & Cancellation Policy

At Chantal Cafe, we prepare all food and drinks fresh to order. This policy explains when cancellations, refunds and amendments may be available.

1. Orders Placed Through Our Website

This policy applies only to orders placed directly through the Chantal Cafe website.

2. Orders Placed Through Third-Party Platforms

Orders placed through Uber Eats, Deliveroo, or any other third-party platform are governed by the policies of those providers.

Any requests relating to cancellations, refunds, missing items, delivery issues or payment disputes must be made directly through the platform used to place the order. Chantal Cafe cannot amend or refund orders processed by third-party delivery providers unless required by law.

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3. Collection Orders

Collection orders are prepared as close as possible to your selected collection time.

Orders will normally be held for up to 30 minutes after they are ready for collection.

After this period:

Food quality can no longer be guaranteed.
The order may be disposed of for food safety reasons.
Refunds or replacements will not normally be offered where the customer fails to collect the order within the collection period.

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4. Eat-In Orders

Orders placed for dine-in are prepared fresh upon ordering.

Once food preparation has started, orders cannot normally be cancelled.

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5. Cancelling Your Order

You may request to cancel an order before preparation has started.

If preparation has not commenced, we may cancel the order and issue a refund at our discretion.

Once food or drinks have begun being prepared, cancellation may not be possible.

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6. Refunds

We will happily investigate refund requests where:

An incorrect order was supplied.
An item is missing.
Food received is significantly different from what was ordered.
Food is not of satisfactory quality.
We are required to provide a remedy under applicable consumer law.

Refund requests should be reported as soon as reasonably possible after receiving your order.

Where appropriate, refunds may be processed back to the original payment method.

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7. Customer Errors

Refunds cannot normally be provided where:

Incorrect items were ordered by the customer.
Incorrect collection times were selected.
Incorrect contact details or collection information were provided.
The customer failed to collect the order within the collection period.

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8. Availability

Occasionally an item may become unavailable.

Where possible we will contact you to offer:

a suitable alternative,
removal of the item with an appropriate refund, or
cancellation of the affected order.

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9. Allergies

Customers are responsible for informing us of any allergies before placing an order.

Please refer to our Allergen Information before ordering.

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10. Contact Us

 

If you believe there is an issue with an order placed directly through our website, please contact us as soon as possible.

 

CHANTAL CAFE RESTAURANT LIMITED

52E The Broadway

London

England

W5 5JY

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Email: info@chantalcafe.uk

Telephone: 020 3441 7320

 

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