Refund Policy

At Olive Grove Kitchen, operated by OGGI LIMITED, every meal is freshly prepared after an order has been confirmed. This Refund Policy explains how order changes, cancellations and refunds are handled in a fair and transparent manner.

If you have any questions before placing an order, please contact our team and we will be happy to assist.

1. Freshly Prepared Food

All meals are prepared individually after an order has been confirmed using fresh ingredients.

Because food is prepared specifically for each customer, refund eligibility may vary depending on the stage of order preparation.

2. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible.

Before Preparation Begins

Orders cancelled within 15 minutes of confirmation, provided food preparation has not started, are generally eligible for a full refund.

After Preparation Has Started

Once kitchen preparation has begun, cancellation may no longer be possible because ingredients and preparation time have already been allocated to your order.

If preparation has only partially progressed, we will review the request individually and advise you of the available options.

3. Collection Orders

If you have selected collection, please collect your order during the agreed collection period.

If you expect to arrive later than planned, please contact us in advance where possible.

Prepared meals are intended for prompt collection to maintain their quality.

4. Local Delivery Orders

Please ensure that your delivery address and contact details are accurate before submitting your order.

If we are unable to complete delivery because:

• the delivery address provided is incorrect,
• no one is available to receive the order,
• or we are unable to contact you using the information provided,

we will make reasonable efforts to reach you before completing the delivery attempt.

5. Incorrect Orders

If you believe you have received an incorrect item, please notify us within 24 hours of receiving your order.

Where appropriate, we may offer one of the following:

• preparation of the correct item,
• a suitable replacement,
• store credit,
• or a refund where appropriate.

Whenever possible, photographs and order details may help us review the request more efficiently.

6. Quality Concerns

We take pride in preparing every meal with care.

If you believe your order does not meet reasonable expectations, please contact us within 24 hours of receiving your meal.

We will carefully review the information provided and work with you to find an appropriate solution.

7. Group & Catering Orders

Larger meal orders prepared for gatherings or events require advance planning and ingredient allocation.

Cancellation requests for catering or larger group orders are generally accepted when received at least 48 hours before the agreed preparation date.

Requests received after preparation has begun will be reviewed individually.

8. Refund Eligibility

Where a refund is approved, it will normally apply to:

• eligible cancelled orders,
• confirmed preparation issues,
• verified order fulfilment errors,
• or other circumstances reviewed by our customer support team.

Each request is considered individually to ensure a fair outcome.

9. Refund Method

Approved refunds will normally be returned using the same payment method used for the original order whenever reasonably possible.

10. Refund Processing Time

Once approved, refunds are normally processed within 3–5 business days.

The time required for the refunded amount to appear in your account may vary depending on your payment provider.

11. Changes to Orders

If you need to update an order after it has been placed, please contact us as soon as possible.

Changes requested before preparation begins can often be accommodated.

Once food preparation has started, some changes may no longer be available.

12. Customer Support

Our team is always happy to help with any questions regarding an order.

If you experience an issue, we encourage you to contact us promptly so we can review the situation and provide an appropriate solution.

13. Policy Updates

This Refund Policy may be updated from time to time to reflect operational improvements or changes to our services.

Any revised version becomes effective immediately upon publication on this website.

14. Contact Us

For any questions regarding cancellations or refunds, please contact us.