Version 3 · Effective 2026-08-05
This policy is designed to be fair. It does not use an automatic “no refund” rule and does not allow Alicedda to keep more than a reasonable amount connected to the loss caused by cancellation.
5.1 How to request a cancellation or change
Use the customer account, Urgent Change Request form, approved email address or another method stated in the confirmation. A request is effective when received by Alicedda, but a change is not agreed until confirmed. Include the order or booking reference, name, date and requested action.
5.2 Orders more than 72 hours before fulfilment
Where cancellation is received more than 72 hours before fulfilment and preparation, procurement or non-recoverable commitments have not begun, we will normally refund amounts paid for the cancelled items. If specific non-recoverable costs have already been incurred, we may deduct only a fair amount and will explain it.
5.3 Orders within 72 hours
Within 72 hours of delivery, collection or the event, ingredients, staffing, transport, preparation and capacity may already be committed. We will assess whether the request can be accommodated. A refund may be reduced by actual non-recoverable costs and reasonable loss directly caused by cancellation. Once food has been prepared, dispatched or supplied, a change-of-mind refund may be unavailable, without affecting rights where the food or service is faulty, unsafe, not as described or otherwise in breach of contract.
5.4 Catering booking cancellations
The quotation may include a cancellation schedule tailored to the event. Any schedule must be transparent and a reasonable estimate of likely loss. On cancellation we will consider costs already incurred, food or materials purchased, staff and supplier commitments, work completed, and whether the date or resources can reasonably be rebooked. We will return any amount above the fair loss.
5.5 Customer postponement
A postponement is treated as a request to vary the contract, not automatically as a cancellation. We will consider availability, costs and commitments. Payments may be transferred to a new date where agreed. If no new date can be agreed, the cancellation assessment applies.
5.6 Cancellation by Alicedda
If we cancel because of our breach or because we cannot perform and the customer is not at fault, we will refund payments for the part not supplied and discuss reasonable alternatives. This does not limit any further statutory remedy the customer may have.
5.7 Refund method and timing
Approved refunds will normally be made within 14 days after the refund amount is agreed. Bank-transfer payments will normally be refunded by bank transfer to a verified account connected with the payer. Cash refunds require an authorised record and receipt. We will not ask for full banking credentials, passwords or security codes.
5.8 Statutory rights
Nothing in this policy affects rights relating to faulty, unsafe, misdescribed or poorly performed goods and services, or any other right that cannot legally be excluded.