Order Cancellation

THE GRILL STRATFORD LTD understands that customers may need to cancel orders due to unforeseen circumstances after placing them. As our meals are freshly prepared to order, cancellations may be restricted once the order has entered the preparation, packaging, or delivery process.

1. Order Cancellation Timing

Customers may request to cancel an order within 30 minutes of submission. Cancellations are not possible if the meal has already been prepared.

To cancel an order, please contact us as soon as possible using the contact details provided on our website, including your order number and relevant information. Upon receiving your request, we will confirm the cancellation based on the order’s current processing status.

2. Cancellations After 30 Minutes

If more than 30 minutes have passed since the order was submitted, we may consider cancellation requests on a case-by-case basis, provided that meal preparation has not yet begun.

However, if the order has already entered the preparation, packaging, or delivery process, cancellation or refunds are generally not possible, as actual costs may have already been incurred regarding the food and delivery arrangements.

3. Orders Already Out for Delivery

Customers generally cannot cancel an order once it has been handed over to the delivery personnel or is already in transit.

If a customer is unable to receive the order upon delivery, we recommend contacting us immediately. Refunds may not be available if the customer fails to receive the order, provides an incorrect delivery address, or causes other delivery issues.

4. Order Cancellation by the Merchant

In rare instances, we may need to cancel a confirmed order due to insufficient stock, operational issues, technical problems, or other valid reasons.

If we cancel an order for which payment has already been made, we will arrange a refund based on the specific circumstances.

5. Refund Processing

For cancelled orders eligible for a refund, we will process the refund via the original payment method. The time it takes for the refund to appear in your account may depend on the processing times of the payment provider or bank.

Generally, refunds are returned to the original payment method within 3–5 business days of our confirmation, though the actual time taken may vary depending on the payment service provider or bank.

6. Modifying Orders

If a customer needs to modify the meal selection, quantity, or delivery details, they should contact us as soon as possible—ideally within 30 minutes of submitting the order.

Once an order has entered the preparation, packaging, or delivery process, modifications may no longer be possible. Customers should carefully verify the order details, delivery address, and contact information before making payment.

Contact Information

Company: THE GRILL STRATFORD LTD

Address: 14/2g Docklands Business Centre, 10-16 Tiller Road, London, England, E14 8PX

Email: shop@thegrillchicken.shop

Phone: 447943834379