Cancellation and Refund Policy

This policy explains how cancellations, rejected orders, refunds and order problems are handled when you order through the Tooting Delivery website or application.

Tooting Delivery is a marketplace operated by Side Alley Ltd, trading as Tooting Delivery. The restaurant identified on the menu and order confirmation is the seller and supplier of the food. Each restaurant is responsible for its menu information, prices, availability, ingredients and allergen information, preparation, food quality and safety, packaging, and supplying the correct items.

Tooting Delivery operates the ordering platform, facilitates payment, coordinates delivery and customer support, and administers approved payment releases and refunds. Where a delivery provider is used, it handles collection, custody in transit and delivery. Tooting Delivery will coordinate the investigation of a complaint and assess responsibility according to what caused the problem.

Contact Tooting Delivery at support@tootingdelivery.co.uk for cancellation, payment and refund requests. Administering a refund does not by itself mean that Tooting Delivery caused the underlying problem.

When you place an order, your bank or card provider may reserve the total amount. This is a payment authorisation. While the order is pending, the restaurant has not accepted it and the payment has not been captured.

The payment system releases a rejected-order authorisation promptly, but your bank may take additional time to remove the pending entry. Contact your bank if the pending amount remains visible, or email us if you need confirmation that the order was rejected.

Email support@tootingdelivery.co.uk as soon as possible with your order reference if you want to cancel. If the order is still pending, we may be able to ask the restaurant to reject it. Restaurants can accept orders quickly, so cancellation is not complete until you receive confirmation.

Once an order is accepted, payment is captured and preparation may begin. Prepared food and other perishable restaurant products do not normally carry a change-of-mind cancellation right. We may still be able to cancel if preparation has not started and the restaurant agrees, or if there is another valid reason. Your statutory rights are not affected.

Depending on the circumstances, a full or partial refund, replacement, redelivery or other appropriate remedy may be available where:

Where only part of an order is affected, the remedy will normally relate to the affected item or service. If the whole accepted order is cancelled or is not delivered for reasons outside the customer's control, an approved full refund will normally include the amounts charged for that order, including delivery and service fees. For an item-only problem, delivery and service fees are not automatically refundable unless the affected service was not provided or the law requires it.

These points do not remove any statutory rights that apply to the order.

Check the order as soon as it arrives. Email us as soon as reasonably possible and preferably within 24 hours. Include your order reference, restaurant name, affected item, a short description of the problem and clear photographs of the food and packaging where relevant.

We may ask the restaurant or delivery provider for information before deciding the appropriate outcome. A prompt report helps us investigate, but the suggested 24-hour period does not remove your statutory rights.

The restaurant is responsible for the ingredient and allergen information for the food it supplies. If the information you need is not available, do not place the order until it has been confirmed by the restaurant. If you believe food is unsafe, contaminated or affected by an allergen error, stop consuming it, retain the food and packaging where safe, take photographs and contact us immediately.

If anyone experiences a serious allergic reaction or medical emergency, seek urgent medical assistance before contacting Tooting Delivery.

Delivery times are estimates. Preparation times, traffic, weather, driver availability and other circumstances may affect delivery. A minor delay does not automatically qualify for a refund. For a substantial delay, we will consider its length and cause, the condition of the food and whether the order remained reasonably usable.

If an order is confirmed as not delivered for reasons outside your control, an appropriate refund will normally be provided. Responsibility for a delivery problem will be assessed according to whether it arose during restaurant preparation, collection, transit, delivery, or from the platform or information provided.

Email support@tootingdelivery.co.uk and include:

We will review the information and may contact the restaurant, delivery provider or payment provider before confirming the outcome.

After an accepted order has been paid, an approved full or partial refund is processed through the payment system to the original payment method. We cannot normally redirect a card refund to another card, bank account or person. The order is also recorded as cancelled or refunded in the ordering system as appropriate.

Stripe states that a refund typically takes 5 to 10 business days to appear, although timing depends on the bank or card issuer and a refund may remain pending if payment-system funding is unavailable. A rejected pending order is different: its authorisation is released because the payment was not captured.

If you believe you were charged more than once or charged the wrong amount, email us with the order reference and evidence of the transactions. We will investigate and arrange correction of any confirmed payment error. If you believe your payment method was used without permission, contact your bank or card provider immediately and notify us so we can investigate the related account and order.

Nothing in this policy excludes or limits rights or remedies available under applicable UK consumer law. Nothing excludes liability that cannot lawfully be excluded, including liability for death or personal injury caused by negligence. Tooting Delivery remains responsible for the marketplace and support services it provides and for its own acts or omissions.