Refund & Cancellation Policy

You may cancel an order without charge at any time before the Partner Restaurant has started preparing the food (a "Started Order"). Please contact us immediately via the Platform or at [email protected].

If the Partner Restaurant confirms the order was not a Started Order, we will refund your payment, excluding any discount or voucher that was applied to the order.

If you cancel after an order becomes a Started Order, you will be charged the full price for the Items. If a driver has already been dispatched, you will also be charged for delivery.

Simply Good Food or the Partner Restaurant may cancel an order at any time (for example due to unavailability, operational issues or safety concerns). You will not be charged for orders cancelled by us or the Partner Restaurant, and we will reimburse any payment already made using the same method where possible.

You have a legal right to receive goods that match their description, are of satisfactory quality, and meet agreed requirements. If Items do not meet these standards, contact us promptly. We may request a photograph of the issue.

We may provide a refund or account credit for the affected part of the order, and for delivery if the whole order was affected, unless we reasonably believe the problem arose after delivery.

When an online payment needs to be refunded (including restaurant cancellations or rejections), we initiate the refund on our side as soon as reasonably possible. Refunds may take between 2–10 working days (and in some cases up to 14 working days) to appear in your bank account, depending on your bank's processing cycles.

If a refund has not arrived after this timeframe, contact [email protected] so we can provide proof of refund and help raise a query with the relevant bank where needed.

In some cases we may offer SGF Wallet or account credit instead of or in addition to a card refund, subject to your agreement and our voucher and wallet terms. Credit usage may be subject to expiry and eligibility rules.