Refund Policy

1Overview

At Kilkeel Eats, we want you to be completely satisfied with every order. This policy explains when you are entitled to a refund and how to request one.

2Cancellation Before Preparation

Where we find a driver before the restaurant is asked to prepare your food, you can cancel for a full refund at any time while we are still finding your driver. Once a driver has accepted your order it has been sent to the restaurant and can no longer be cancelled by you.

Otherwise, you may cancel your order and receive a full refund if you cancel within 2 minutes of completing payment, provided the restaurant has not yet begun preparing your order.

To cancel, go to My Orders and tap Cancel Order within the 2-minute window shown on your order card. Refunds are processed automatically via the original payment method and typically appear within 5–10 business days.

3Restaurant-Initiated Cancellations

Occasionally a restaurant may be unable to accept or complete your order — for example, if they are unexpectedly closed, out of stock on an item, or too busy to fulfil it within a reasonable time. In these cases:

• You will be notified as soon as the restaurant declines or is unable to accept the order.
• If the restaurant is slow to accept your order, you can wait or cancel it yourself for a full refund at any time before it is accepted.
• You are entitled to a full refund, including the delivery fee, with no action required on your part.
• Refunds for restaurant-initiated cancellations are issued automatically to your original payment method — you do not need to contact us, though you're welcome to if the refund doesn't appear within the timeframe in Section 8.

4Order Issues After Delivery

If your order arrives with any of the following problems, you are eligible for a full or partial refund:

• Items missing from the order
• Wrong items delivered
• Food that is inedible, spoiled, or significantly different from what was described
• Order never arrived

You must report any issue within 24 hours of the scheduled delivery time by contacting us via our Facebook page or email at hello@yourlocaleats.app. Please include your order number and a brief description of the issue.

5How to Request a Refund

To request a refund for an issue after delivery, follow these steps:

1. 1Open My Orders and select the order you had an issue with.
2. 2Tap Report an Issue (or email/message us directly using the details in Section 10) and describe what went wrong.
3. 3Include your order number, a brief description of the issue, and photos if the problem relates to the food or its condition.
4. 4We aim to review and respond to refund requests within 48 hours. If approved, the refund is issued to your original payment method (see Section 8 for timing).

6Partial Refunds and Delivery Fees

Where only part of your order is affected (for example, one missing or incorrect item in an otherwise correct order), we will typically issue a partial refund covering the value of the affected item rather than the full order. The delivery fee itself is refunded only where the entire order was undelivered, cancelled by the restaurant, or unusable on arrival — not for issues limited to a single item.

7Non-Refundable Situations

Refunds will not be issued in the following cases:

• Order cancelled after the 2-minute window once preparation has begun
• Change of mind after the order has been accepted and prepared
• Incorrect delivery address provided by the customer
• Customer unavailable at delivery address after multiple attempts
• Dissatisfaction with taste preferences (subjective quality)

8Refund Processing

Approved refunds are processed back to your original payment method (credit/debit card) via Stripe. Please allow 5–10 business days for the refund to appear on your statement, depending on your card provider — this is Stripe and banking processing time, not something we can speed up on our end.

9Disputes and Escalation

If your refund request is declined and you believe this is incorrect, you may ask us to review the decision by replying to our original response with any additional information or evidence. If you remain unsatisfied after this review, and you paid by card, you retain the right to raise a chargeback dispute directly with your card issuer, in line with your bank's own terms.