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Refund Policy

Last updated: 1 January 2026

This Refund Policy explains how cancellations, returns and refunds work for orders placed with PREPPED TO THRIVE LTD. It should be read together with our Terms & Conditions.

Because we prepare fresh, perishable food to order, some of the standard distance-selling consumer rights to cancel and return goods do not apply (Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, exception for perishable goods). The rights described below are the rights we offer to our customers.

1. Cancellation before delivery

• You may cancel an order free of charge at any time before the meals enter preparation — usually at least 18 hours before the scheduled delivery window.
• Once preparation has started, we may not be able to cancel the order, as the meals are perishable and prepared specifically for you.
• To cancel, please contact us by email or phone (see below).

2. If something is wrong with your delivery

We do everything we can to make sure your meals arrive on time, in good condition and exactly as ordered. If something goes wrong, please contact us within 24 hours of delivery with a brief description and, if possible, a photo. Depending on the situation, we will:

• Replace the affected meal(s) on the next available delivery, or
• Refund the price of the affected meal(s) to your card or bank account, or
• Apply a credit of equivalent value to your next order.

3. What is covered

• Meals delivered in damaged packaging that affected the food.
• Meals that do not match the menu you confirmed.
• Meals that are missing from a delivery.
• Quality issues identified within 24 hours of delivery.

4. What is not covered

• Personal taste preferences once the order has been confirmed.
• Meals stored or handled in a way that does not follow the instructions on the label.
• Issues reported more than 24 hours after delivery.

5. How refunds are processed

Approved refunds are processed within 14 days using the same payment method you used to pay on delivery. If you paid in cash, please share your bank details so we can transfer the refund securely.

6. Pay on delivery

We do not charge you before delivery. If you cancel an order before delivery, no money changes hands and no refund is needed.

7. Statutory rights

Nothing in this Refund Policy affects your statutory rights as a consumer in the United Kingdom, including under the Consumer Rights Act 2015.