Cancellation & Refund Policy

Policy Overview

This Cancellation and Refund Policy applies to all food, beverage and catering orders placed with BRACKNELL FOOD LIMITED (trading as Maple Table). This page clearly defines eligible refund scenarios, non-refund scenarios, proportional refund standards, processing timeframes and service disclaimers, complying with UK local consumer trading standards.

All refreshments and freshly cooked meals are perishable and made-to-order. We provide free delivery within our service zone. Cancellation and refund rules strictly follow actual order progress to ensure fair and transparent service settlement.

Eligible Cancellation & Refund Cases

Customers may apply for full or partial refund under the following verifiable circumstances:

• Order cancelled manually by the customer before kitchen preparation starts.
• System error or duplicate order placement confirmed by our official team.
• Complete delivery failure caused entirely by our operational reasons.
• Significant food quality issues, incorrect items or missing items verified after delivery.
• Unreasonable excessive delivery delay beyond the standard estimated time window caused by store-side arrangement.

Non-Refundable Scenarios

Refund or cancellation requests will not be approved for the following situations:

• Customer change of mind once ingredient preparation has begun.
• Order cancelled while food is actively being cooked or after cooking has been fully completed. Raw materials are consumed and cannot be reused. As we offer free delivery, no refund will be granted at this stage.
• Minor taste difference, personal preference dissatisfaction or subjective evaluation issues.
• Delivery delay caused by external objective factors including traffic control, temporary road closure and severe weather.
• Delivery failure caused by incorrect customer address, invalid contact information or uncollected orders.
• Completed orders that have been partially or fully consumed by customers.
• Pre-booked group catering orders cancelled within 24 hours before scheduled service time.

Proportional Refund Rules

Refunds are determined based on the stage of order progress. Once ingredient preparation commences, partial or full refunds will no longer be available:

• 100% Refund: Order cancelled before any ingredient preparation and kitchen processing begins.
• 0% Refund: Order cancelled after ingredient preparation starts, during active cooking, after cooking completion, after dispatch, partial delivery or full completion.

For mixed orders containing multiple food and beverage items, partial item refund is supported only if the relevant items have not entered ingredient preparation. Once preparation begins for any individual item, that item becomes non-refundable.

Refund Processing & Arrival Time

All refund applications will be manually reviewed and verified by our customer service team within 3 working days after submission.

Once approved, funds will be returned via the original payment channel. The actual arrival time ranges from 7 to 14 working days, depending on the normal processing cycle of the payment institution.

No service fees or hidden charges will be deducted from legitimate refund amounts.

Cancellation Operation Rules

All cancellation requests must be submitted through official contact channels for valid record keeping. Oral informal requests cannot be used as valid cancellation basis.

Large group orders and custom catering arrangements require official written confirmation for cancellation application to activate proportional refund assessment.

Service Disclaimer

• We reserve the final right of judgment for all refund reviews, based on actual order progress, kitchen records and delivery logs.
• No compensation or refund will be provided for subjective customer experience problems that do not conform to objective service faults.
• We are not liable for delays in fund arrival caused by third-party payment institution processing rules.
• Any free gifts, complimentary beverages and promotional items are not included in refund calculation.
• Special festival peak orders and custom set meals follow the same proportional refund standard without special exceptions.

Policy Validity

This Cancellation & Refund Policy takes effect immediately after official publication. Service rules will be adjusted according to actual business needs, and updated terms will be displayed on this page without separate individual notification.