Welcome to the FAQ and operational policies page for www.personalfuelco.com. The information provided below clarifies our order procedures, payment structures, and delivery standards for our custom meal preparation and catering services.
1. ABOUT OUR SERVICE
What service does personalfuelco provide?
personalfuelco offers custom meal preparation and catering management services. We prepare tailored meal arrangements based on the individual dietary preferences and delivery schedules agreed upon during the order process on www.personalfuelco.com.
Is this a subscription service with recurring charges?
No. All orders placed on www.personalfuelco.com are strictly individual, single-time purchases. We do not operate recurring subscriptions, automated renewals, or unannounced billing cycles. Every order requires explicit customer authorization.
2. ORDERING & PAYMENT PROCESS
How does the two-stage payment structure work?
To manage kitchen preparation and fresh ingredient procurement efficiently, our orders follow a structured payment process:
- Initial Online Deposit: When placing an order on www.personalfuelco.com, you pay an initial booking deposit online to lock in your kitchen preparation slot and initiate ingredient preparation.
- Remaining Balance: Once your order details, delivery dates, and specific menu parameters are confirmed offline, the final balance is collected prior to final preparation and dispatch.
3. CANCELLATION, MODIFICATION & REFUNDS
Can I cancel my booking after paying the initial deposit?
You may request a cancellation of your initial online booking fee within 24 hours of payment, provided that kitchen preparation or ingredient procurement has not commenced. To request a cancellation, please email us at craft@personalfuelco.com.
What is the policy once preparation has started?
Under the UK Consumer Contracts Regulations 2013 and European Union Consumer Rights Directives, perishable items and freshly prepared custom goods are exempt from standard statutory withdrawal rights. Once food preparation or ingredient sourcing has begun, orders cannot be cancelled, modified, or refunded.
What if there is an issue with my delivery?
If your order arrives damaged or incomplete, please contact our support team at craft@personalfuelco.com within 12 hours of delivery. Please include your order details and photographic evidence so our team can review the matter and assist with a suitable resolution.
4. INGREDIENTS & DIETARY REQUIREMENTS
How are allergens handled during preparation?
Our staff follows established food hygiene protocols. However, meals are prepared in commercial kitchen spaces handling major common allergens (including gluten, dairy, nuts, eggs, soy, sesame, and mustard). Customers must specify all known allergies or dietary requirements during initial order setup. Responsibility for determining compatibility with severe personal allergies remains with the client.
5. CONTACT & SUPPORT
How can I contact customer support?
For questions about your order, delivery timing, or service details, please contact us via:
- Email: craft@personalfuelco.com
- Telephone: +44 1642 909850
- Postal Address: personalfuelco, 33 Metcalfe Road, Skippers Lane, Middlesbrough, TS6 6PT, United Kingdom
Our team reviews written inquiries and responds within 24 hours during normal business operating periods.