Last updated: 13th July, 2025

What is the Cooling-off Period?

As a Caterer, after you have paid for a subscription, you have the first 14 days during which you can cancel for any reason and get a refund. This is known as a "cooling-off period". The period will renew every time subscription renews, even if it is set to auto-renew (i.e. a recurring subscription).

How can I Cancel?

To cancel and keep your account:

1. Log in to your account (so we can verify your identity).
2. In the menu, go to Help → Contact.
3. In the "Reasons" dropdown, select "Cancel Subscription". (If this is not available, then you are not within the cooling-off period and cannot get a refund.) The Message field will be filled in accordingly.
4. Check that the details provided in the form are correct, and click "Send".

Important: Do not use the static Contact Form (the one you can get to without logging in). We can only reliably verify your identity via the in-app Contact Form.

You cannot cancel your subscription or get a refund after the cooling-off period. Instead, you could cancel your recurring subscription (if you have one), hide your account and wait for the subscription period to come to a natural end.

To cancel if you do not want to keep your account:

Simply delete your account within the 14-day cooling-off period:

1. Log in to your account.
2. In the menu, go to Profile → Edit Profile.
3. Click on "Settings".
4. Click on "Delete Account".

On account deletion, a subscription cancellation/refund request will be made on your behalf automatically.

What Happens During the Refund Process?

A confirmation will be sent to the email address you provided when you created the subscription.

The refund will normally be credited to the card used to make the subscription, and appear in your account within 10 days (but usually much sooner).

How Much is Refunded?

If you cancel during the cooling-off period, we will refund you the amount you paid, pro rated to the number of full days you did not use, minus an admin fee (which covers the costs of handling account cancellations and refunds).

The admin fee is £1.00 for a monthly subscription and £7.50 for a yearly subscription.

For example, if you had a one-month (30-day) subscription, and we receive a cancellation/refund request on the fifth day:

• 30 - 5 = 25, which is 83.33% of the month.
• 83.33% of £10 = £8.33.
• £8.33 - £1 admin fee = £7.33 refund.

For an annual subscription, a single cooling-off period would apply to the whole year (calculated as 365 days). For example, if you had an annual subscription, and we receive a cancellation/refund request on the twelfth day:

• 365 - 12 = 353, which is 96.71% of the year.
• 96.71% of £100 = £96.71.
• £96.71 - £7.50 admin fee = £89.21 refund.

Please note:

• We reserve the right to modify the above calculations and amounts in the future. Please refer back to this page as needed, and refer to the "Last updated" date at the top of this page.
• If you paid additional fees, then we would normally refund those too, although they may also be pro rated.

Does the Cooling-off Period Apply to Bookings?

No, only subscriptions. However, caterers will have their own cancellation policies. As a marketplace, we are not a party to this, and you should contact the caterer directly. There is guidance from Citizens Advice available here. (Note: We are not responsible for third-party content.)