Legal
Refund policy
Last updated August 2026.
This page explains when we can cancel or refund an order from On The Bun. Food is cooked fresh to order, so timing matters — contact us as soon as you can if something is wrong.
Before we start cooking
If you need to cancel and we have not yet started preparing your order for its slot, get in touch on 07879 633207 or onthebunburgers@gmail.com. We will cancel the order and refund the full amount paid online to the original payment method.
After cooking has started
Once we have started cooking for your slot, we generally cannot refund for a change of mind. If there is a genuine problem with the order (wrong items, quality issue, missing items), contact us straight away and we will put it right — that may mean remaking the food, a partial refund, or a full refund depending on what went wrong.
Office lunch drops
Each office drop has a cut-off time. After that time, customers can no longer book that drop — they choose a later available time instead. If a drop cannot go ahead for a reason on our side (for example the van cannot make the run), we will contact you and refund in full.
How refunds are paid
Online card payments are processed by Stripe. Approved refunds go back to the same card or wallet used at checkout. Card refunds usually appear within 5–10 working days, depending on your bank.
How to request a refund
- Call 07879 633207
- Email onthebunburgers@gmail.com
- Or use the form on our Contact page
Please include your order number (from the confirmation email) so we can find your order quickly.
Related
This policy sits alongside our Terms of Service. If anything here conflicts with the terms, the terms take priority.