Refund & Cancellation Policy
At lunchwell, our meals are freshly prepared each day with love and care. Learn how cancellations, meal adjustments, and refund requests are handled.
At lunchwell, our meals are freshly prepared for each day's orders. Because food is prepared and packed specifically for customers, cancellations and refunds are subject to the terms outlined below.
Trial Lunch
lunchwell may offer customers a trial lunch before they decide to take a subscription.
For Pay on Delivery Trial Orders
- No advance payment is required.
- Payment is made when the lunch is delivered.
- If the customer accepts and receives the meal, the applicable meal price must be paid.
- Once the meal has been prepared specifically for the customer, cancellation may not be possible.
Cancellation of a Subscription
Once a subscription has started and meals have been scheduled or prepared, the subscription amount is generally non-refundable if the customer decides to cancel or stops taking the meals.
If a customer purchases a 15-day subscription and decides after 7 days that they no longer want the remaining meals, the unused subscription amount will not automatically be refunded.
However, lunchwell may review exceptional cases at its sole discretion and where required by applicable law.
Customer Unavailable at Delivery
If the customer is unavailable at the delivery address at the agreed delivery time:
- Our delivery team may attempt to contact the customer.
- The meal may be returned if it cannot be safely delivered.
- The meal will generally not be eligible for a cash refund because it was prepared specifically for the customer's order.
Meal Credit / Adjustment
If a customer could not receive the meal because they were unavailable, lunchwell may, at its discretion, provide a meal credit equivalent to the applicable meal value.
The credit may be adjusted against the customer's next month's subscription/order. This credit is non-transferable and cannot be exchanged for cash unless required by applicable law.
Cancellation Before Meal Preparation
If lunchwell is informed of a cancellation before preparation of the meal has started, we may be able to cancel the order.
Any applicable refund or credit will depend on:
- When the cancellation request was received
- Whether kitchen preparation has started
- Whether payment has already been processed
Wrong, Missing or Damaged Meal
If you receive a meal that is:
- Significantly different from what you ordered
- Missing major items
- Damaged or spilled during delivery
- Not fit for consumption
Please contact lunchwell as soon as reasonably possible after delivery, preferably with photographs where relevant.
Depending on the circumstances, lunchwell may provide:
- A replacement meal
- A meal credit towards your next order
- A monetary refund
- Another appropriate resolution
*Subject to verification and applicable law.
Food Quality Issues
If you believe there is a genuine quality or food-safety issue with your meal, please contact us immediately.
Please avoid consuming the meal if you believe it may be unsafe, and retain the packaging/meal where reasonably possible so that our team can investigate the issue with the home kitchen.
Delivery Delays
We aim to deliver meals within the communicated delivery window.
If a significant delivery delay or failure occurs due to lunchwell or our delivery arrangements, we will review the situation and provide an appropriate resolution where applicable.
Delays caused by circumstances outside our reasonable control (such as extreme weather, road blockages, or force majeure events) may be handled differently.
Subscription Pause
Instead of cancelling a subscription, customers may be able to pause or reschedule upcoming meals, subject to:
- Advance notice
- Meal preparation status
- Kitchen availability
- The specific terms of the selected subscription
This flexibility is designed to help customers avoid losing the value of meals when they are travelling or out of town.
How to Request a Refund or Adjustment
For any refund, cancellation, replacement, or meal-credit request, reach out through our official support channels:
Information to Provide
- Customer Full Name
- Registered Phone Number
- Order / Subscription ID
- Delivery Date & Time
- Reason for Request
- Supporting Photographs (if applicable)
We will review the request and communicate the resolution promptly.
Refund Processing
Where lunchwell approves a refund, the refund will generally be processed through the original payment method or another appropriate method permitted by applicable law and payment-provider procedures.
The time taken for the amount to appear in the customer's account typically depends on the payment gateway or issuing bank (usually 5–7 business days).
No Cash Refund for Customer's Change of Mind
Because lunchwell prepares fresh meals specifically against orders, a customer choosing not to consume a booked meal, changing their mind, or cancelling after preparation has started will generally not qualify for a cash refund.
Where appropriate and under reasonable circumstances, lunchwell may provide a meal credit or future adjustment instead.
Changes to This Policy
lunchwell may update this Refund & Cancellation Policy from time to time. The latest version will always be published on this page with the updated date.