Refund & Cancellation Policy

1. Order Cancellation

Once an order is placed and confirmed, it is sent for preparation. Because food is prepared specifically for the customer, an order generally cannot be cancelled after preparation has started.

Where a cancellation request is received before preparation has started, The Lord Cafe may consider the request depending on the circumstances.

2. Cash on Delivery

The Lord Cafe currently operates primarily using Cash on Delivery (COD). No advance payment is normally collected for a COD order. Payment is made directly to the delivery rider when the order is delivered.

Where a COD order is cancelled or not delivered and no payment has been collected, there is generally no monetary refund to process.

3. Failed or Refused Delivery

Delivery may fail if the address is incorrect or incomplete, the customer's phone is unreachable, the customer is unavailable, the customer refuses the order, or the customer refuses or cannot make the COD payment. The order may then be returned or cancelled. Where no payment has been collected, no monetary refund will normally be applicable.

4. Incorrect or Missing Items

If you receive an incorrect order or an item is missing, notify the delivery rider immediately where possible or contact The Lord Cafe within 30 minutes of delivery. We may request the order number, photographs or other information reasonably necessary to investigate. Depending on the circumstances, we may provide a replacement, correction, store credit or another appropriate remedy.

5. Damaged Orders

If food arrives materially damaged or in an unsuitable condition, report the issue immediately or within 30 minutes of delivery. We will review the complaint and determine an appropriate remedy based on the circumstances and information provided.

6. Food Quality Complaints

Food-quality complaints should be reported promptly after delivery. The Lord Cafe may investigate and request photographs or other relevant information. A remedy will be determined based on the nature of the complaint and applicable law.

7. Cancellation by The Lord Cafe

The Lord Cafe may cancel an order if a requested item is unavailable, the delivery location is outside our service area, we cannot reasonably fulfil the order, there is a technical or pricing error, there is a safety or operational issue, fraud or misuse is suspected, or circumstances outside our reasonable control prevent delivery.

If an order has already been paid for, any eligible refund will be handled through the applicable payment method or another legally appropriate method. For COD orders where no payment has been collected, no monetary refund is generally applicable.

8. Promotional Offers and Coupons

Coupons, discounts and promotional offers may have their own conditions. Unless expressly stated otherwise, promotional discounts and coupons cannot be exchanged for cash. If an order is cancelled or refunded, treatment of the associated promotional benefit will depend on the terms of that promotion.

9. Refund Processing

Where a refund is approved for an order for which payment has actually been collected, the refund will normally be processed using the applicable payment method. Processing time may depend on the relevant bank, payment provider or financial institution.

10. Consumer Rights

Nothing in this Refund & Cancellation Policy is intended to remove or restrict any consumer right or legal remedy that cannot lawfully be excluded under applicable law. Where applicable law requires a refund, replacement, cancellation or another remedy, that legal right will continue to apply.

11. Contact Us