Last updated 29 July 2026

Refunds and Cancellations Policy

Tell us immediately when something is wrong. Food problems are easiest to resolve before you leave the café or as soon as you collect the order.

Cancelling or changing an order

Speak to café staff immediately or email hello@cherrytreegc.co.uk. We will try to stop or amend the order, but we cannot guarantee this once preparation has begun.

Because café food and drink is freshly prepared and may deteriorate quickly, there is normally no change-of-mind refund once preparation has started.

When we will put things right

Please tell us promptly if an item is:

• missing from the order;
• different from what you ordered;
• unsafe, damaged or of unsatisfactory quality;
• not as described; or
• charged more than once.

Depending on the circumstances, we may replace the item, correct the order, or provide a full or partial refund. Your statutory rights are not affected.

Unavailable items

We will not substitute an unavailable item without your agreement. If we cannot supply it, we will refund that item or, where appropriate, cancel and refund the complete order.

Late collection or no-show

Once an order has been prepared, a refund will not normally be given because the customer collected it late, did not collect it, entered the wrong collection details, or was not at the stated table. This does not apply where the problem was caused by us or the item was faulty, unsafe or not as described.

How refunds are paid

Approved online-payment refunds are returned to the original payment method. We process them promptly, but the time taken to appear in your account depends on the card issuer or payment provider. Cash refunds are not normally available for an order paid online.

What to provide

Give us the order reference, date and time, items affected and what went wrong. We may reasonably ask for a photograph or for the item to be returned where this helps us investigate, but this will not be used to unfairly prevent a valid claim.

Contact

Urgent issue: speak to café staff. Other enquiries: hello@cherrytreegc.co.uk.