This Refund and Cancellation Policy outlines the terms, conditions, and timeframes governing cancellation requests and refund eligibility for custom meal preparation and catering services provided by personalfuelco through www.personalfuelco.com.
By placing an order or submitting an initial payment on www.personalfuelco.com, you acknowledge and accept the terms set out in this policy.
1. OPERATING ENTITY & CONTACT DETAILS
- Brand Name: personalfuelco
- Website: www.personalfuelco.com
- Registered Address: 33 Metcalfe Road, Skippers Lane, Middlesbrough, TS6 6PT, United Kingdom
- Contact Email: craft@personalfuelco.com
- Telephone: +44 1642 909850
2. DEPOSIT CANCELLATIONS AND ELIGIBILITY TIMELINE
To allow proper kitchen scheduling and procurement of fresh ingredients, our operations rely on a structured booking process:
- 24-Hour Cooling-Off Period: Customers may request a full refund of the initial online booking deposit within 24 hours of transaction completion, provided that ingredient sourcing, menu configuration, or kitchen preparation has not commenced.
- Submission Procedure: Cancellation requests must be submitted in writing by emailing craft@personalfuelco.com within the 24-hour window, stating the full customer name, order reference number, and date of booking.
3. EXEMPTION FOR CUSTOM & PERISHABLE GOODS
In accordance with the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and European Union Consumer Rights Directive (Directive 2011/83/EU):
- Custom and Fresh Goods Exception: Statutory rights of cancellation and return do not apply to goods made to customer specifications or items that are liable to deteriorate or expire rapidly (including fresh and perishable food items).
- Ineligibility After Preparation Commences: Once fresh ingredient procurement or active culinary preparation has begun (typically starting 24 hours after deposit receipt or immediately upon balance payment confirmation), orders are strictly non-refundable and non-cancellable.
4. REFUND PROCESSING TIMEFRAME & METHOD
Where a cancellation or refund is approved under Section 2 of this policy or due to verified merchant non-fulfillment:
- Refund Method: All approved refunds are processed back to the original payment method used during checkout. Refunds will not be issued in cash or to third-party accounts.
- Processing Timeframe: Once an approved refund request is confirmed by our support team, credit processing takes between five (5) to ten (10) business days to reflect in the account, depending on financial institution processing cycles.
5. QUALITY ASSURANCE AND DISCREPANCIES
If an order arrives with missing items or physical defects prior to consumption:
- Notice Period: The customer must report the issue in writing within 12 hours of order receipt by emailing craft@personalfuelco.com.
- Documentation Required: The notification must include clear photographic evidence showing the affected item(s) and packaging labels alongside the order reference number.
- Resolution: Upon review, personalfuelco may issue a partial credit, replacement item preparation, or proportional refund at our reasonable operational discretion.
6. AMENDMENTS
personalfuelco reserves the right to update this Refund and Cancellation Policy to maintain compliance with legal and regulatory standards. All updates take effect immediately upon publication on www.personalfuelco.com.
7. CONTACT US
For any inquiries or formal communications regarding cancellations or refunds, please reach out to:
- Email: craft@personalfuelco.com
- Phone: +44 1642 909850
- Address: personalfuelco, 33 Metcalfe Road, Skippers Lane, Middlesbrough, TS6 6PT, United Kingdom