Refund & Order Issue Policy

1. Overview

The Pie Board prepares freshly made meals after orders are confirmed. This policy provides clear information about cancellations, refunds and support available when customers experience an issue with their order.

2. Order Cancellation

Customers may request cancellation before food preparation has started. Cancellation requests should be submitted as soon as possible after placing an order.

Please provide:

• Customer name
• Order details
• Contact information
• Reason for cancellation request

3. Cancellation Before Preparation

If an order has not entered the preparation process, cancellation may be accepted.

Where cancellation is approved:

• The order will be cancelled
• Any eligible refund will be processed using the original refund method
• Cancellation confirmation will be provided

4. Cancellation After Preparation Has Started

As meals are prepared specifically after an order is confirmed, cancellation may not always be possible once preparation has started.

This includes situations where:

• Food preparation has started
• Meals have been packed
• Orders are ready for collection
• Orders are prepared for delivery

In these circumstances, refunds may not be available because the food has already been prepared for the customer.

5. Collection Order Cancellation

For collection orders, customers should contact us before the selected collection time if they need to request cancellation.

Requests received after preparation has started will be reviewed based on the order status at the time of the request.

6. Delivery Order Cancellation

For delivery orders, cancellation requests must be made before food preparation begins.

Once an order has been prepared or arranged for delivery, cancellation may no longer be possible.

7. Reporting Order Issues

If there is an issue with your order, please contact us within:

Please include:

• Order details
• Customer name
• Description of the issue
• Relevant information or photos where applicable

8. Incorrect Or Missing Items

If an order contains an incorrect item or an item is missing, please contact us within 24 hours after receiving your order.

We will review the order information and provide an appropriate solution based on the circumstances.

9. Food Quality Concerns

Customers who have concerns regarding food quality should contact us within:

Please provide details of the affected meal and the issue experienced so we can review the situation properly.

10. Refund Review Process

Refund requests are reviewed after receiving the relevant order information.

The review may consider:

• Order information
• Preparation status
• Collection or delivery details
• Reported issue details

11. Refund Method

Where a refund is approved, it will normally be returned using the same method used for the original order.

Customers do not normally need to provide additional information unless required for processing.

12. Refund Processing Time

After a refund has been approved, processing is normally completed within:

The time required for the refund to appear may vary depending on the customer’s account provider and processing procedures.

13. Orders Not Collected

Customers should collect orders within:

If an order is not collected and we cannot contact the customer, the condition of the food may affect whether a refund can be provided.

14. Incorrect Customer Information

Customers are responsible for providing accurate information including contact details, collection information and delivery details.

Requests caused by incorrect information provided by the customer will be reviewed individually.

15. Contact Information