Refunds & Cancellations

1. How payment works

When you place an order on CookVillage, your payment is authorised but not immediately charged. A temporary hold may appear on your payment method.

You are only charged once the cook accepts your order. If the cook does not accept, rejects the order, or the authorisation expires without confirmation, the hold is released and you are not charged.

Release timing for holds depends on your bank or card provider and is outside CookVillage's control. This typically takes 1 to 5 business days.

2. Cancelling before the cook accepts

If your order is still awaiting confirmation from the cook, you can cancel it yourself through the My Orders page. You will not be charged if you cancel before the cook accepts.

After cancellation, the payment authorisation will be voided and the hold released (subject to your bank's processing time).

3. Cancelling after the cook has accepted

Once a cook has accepted your order and payment has been captured, cancellation options may be limited depending on the circumstances and preparation stage of the order. Because food is prepared fresh to order, cancellations may not always be possible after acceptance, particularly for perishable or made-to-order items.

You can submit a cancellation request through the My Orders page. The cook will review and respond. If the cook agrees, your order will be cancelled and a refund processed. If the cook is unable to accommodate the request, your order will continue as normal.

CookVillage may assist in facilitating cancellation discussions but does not guarantee refunds for orders that have been accepted and where preparation has begun.

4. If the cook cancels or cannot fulfil your order

If a cook cancels your order or is unable to fulfil it, you will receive a full refund. Where payment has been captured, a refund will be issued to your original payment method. Where payment was still at the authorisation stage, the hold will be voided.

Refund processing times depend on your bank and are typically 3 to 10 business days from the date of issue.

5. Issues with your order

If there is a problem with your order (such as the food being significantly different from what was described, a quality issue, or a safety concern), please contact us within 24 hours of collection or delivery. We will review the situation and work to reach a fair resolution.

To raise an issue: use the support form on the My Orders page, quoting your order reference. If you need further assistance, please contact us directly. Email: enquiries@cookvillage.co.uk

Refunds are assessed on a case-by-case basis. Refunds are generally not provided for change-of-mind requests after an order has been accepted, or where the issue is not related to the food or cook's actions.

6. Refund method and timing

Approved refunds are returned to your original payment method. Refund processing times are controlled by your bank or card provider (typically 3 to 10 business days). CookVillage cannot expedite this process once a refund has been issued.