Refund policy

Last updated: 16 September 2026

1. ABOUT THIS POLICY

This policy explains the cancellation, return and refund arrangements for:

• restaurant and vendor orders;
• Personal Shopper assignments;
• Personal Courier assignments; and
• NoshRocket delivery services.

Different rules apply depending upon the service, whether work has started and the nature of the goods.

Nothing in this policy excludes or limits any statutory consumer right that cannot lawfully be restricted.

1. REPORTING A PROBLEM

Customers should report problems as soon as reasonably possible.

Problems involving hot, fresh, perishable, damaged, missing or incorrectly delivered goods should preferably be reported within 30 minutes of delivery. Prompt reporting allows NoshRocket, the retailer and the driver to investigate while relevant information is still available.

This request for prompt reporting does not remove or shorten the customer’s statutory rights.

Contact NoshRocket through:

Email: launchpad@noshrocket.co.uk
Telephone or WhatsApp: 07727 353560

Customers should provide:

• their name and order number;
• an explanation of the problem;
• details of the affected items; and
• photographs where they would reasonably help demonstrate the problem.

1. RESTAURANT AND VENDOR ORDERS

3.1 Before the vendor accepts the order

A customer may request cancellation before the vendor has accepted the order or started preparing the goods.

Where cancellation remains possible, NoshRocket will cancel the order and refund the corresponding product payment and any unused service or delivery charges.

3.2 After preparation has started

Hot food, fresh food and other goods liable to deteriorate rapidly are generally exempt from the ordinary 14-day change-of-mind cancellation period.

Once a vendor has accepted the order and started preparation, a customer cannot normally cancel merely because they have changed their mind.

This does not affect the customer’s rights where goods are:

• faulty;
• unsafe;
• incorrectly supplied;
• materially different from their description;
• missing from the delivery; or
• otherwise not supplied in accordance with the contract.

3.3 Vendor rejection or unavailability

If a vendor rejects the entire order or cannot supply it, the amount paid for that order, including unused NoshRocket service and delivery charges, will be refunded.

If only part of an order is unavailable, the customer will be refunded for the unavailable items. Any appropriate adjustment to service or delivery charges will depend upon whether the remaining order is fulfilled.

1. PERSONAL SHOPPER CANCELLATIONS

4.1 Before a shopper accepts

The customer may cancel a Personal Shopper request before an authorised Personal Shopper accepts and begins the assignment.

Where no work has started, the £5 Personal Shopper fee and delivery charge will be refunded.

4.2 After a shopper accepts

The Personal Shopper booking becomes binding when an authorised Personal Shopper accepts it and begins travelling to or working on the assignment.

After that point, the £5 Personal Shopper fee becomes non-refundable because the shopper’s time and service have been committed.

The treatment of the delivery charge depends upon why the assignment ends, as explained below.

4.3 Customer cancellation after work begins

If the customer cancels after the shopper has accepted and started the assignment:

• the £5 Personal Shopper fee will be retained;
• the delivery charge may be retained where delivery resources have been reserved or substantive work has already been performed; and
• money paid for goods that have not been purchased will be refunded.

If goods have already been purchased with the customer’s authority, the customer remains responsible for those goods unless the retailer agrees to accept a return or a statutory remedy applies.

1. PERSONAL SHOPPER ITEMISED CHECKOUT

The Personal Shopper will create an itemised checkout containing:

• the goods intended for purchase;
• the recorded retailer prices;
• the 5% Personal Shopper charge; and
• any other amount clearly identified before payment.

The shopper will not purchase the goods until the itemised checkout has been paid and payment has been confirmed.

5.1 Customer does not pay the itemised checkout

If the shopper has attended the requested shops and prepared the itemised checkout, but the customer fails or declines to pay within the reasonable period stated by NoshRocket:

• no goods will be purchased;
• the assignment will end;
• the £5 Personal Shopper fee will be retained; and
• the initial delivery charge will also be retained.

These consequences apply because an accepted shopping assignment has been carried out and operational resources have been committed.

No 5% Personal Shopper charge is payable on goods that are not purchased.

5.2 Price changes

Retail prices may change and may differ from estimates, photographs or prices previously seen by the customer.

Where the difference is material, the customer will be asked to approve the revised itemised checkout before purchase.

If the customer rejects the revised cost after the shopper has performed the assignment:

• no goods will be purchased;
• the £5 Personal Shopper fee will be retained; and
• the delivery charge will be retained in accordance with section 5.1.

5.3 Partial availability

If only some requested goods are available, the shopper may:

• contact the customer about alternatives;
• omit unavailable products;
• prepare a bill for the available products; or
• end the assignment where proceeding would no longer be reasonable.

The customer is charged only for goods actually purchased.

The 5% Personal Shopper charge applies only to goods purchased and does not apply to unavailable or rejected products.

5.4 No requested goods are available

If the shopper makes reasonable efforts but none of the requested goods are available:

• the £5 Personal Shopper fee will be retained for the completed shopping work;
• the unused delivery charge will be refunded;
• no 5% Personal Shopper charge will be made; and
• no charge will be made for unavailable goods.

1. PERSONAL SHOPPER SUBSTITUTIONS

A materially different substitution will not knowingly be purchased without customer approval.

If the customer approves a substitution, that item becomes part of the authorised purchase.

If the customer cannot be contacted within a reasonable period, the shopper may omit the affected item.

A customer cannot normally reject an approved substitution merely because they later change their mind. This does not affect any right relating to faulty, unsafe, incorrectly described or otherwise non-compliant goods.

1. PERSONAL SHOPPER RECEIPTS AND RETAILER RELATIONSHIP

NoshRocket acts as the customer’s disclosed purchasing agent for Personal Shopper goods. NoshRocket does not purchase those goods for resale.

The underlying goods are purchased from the retailer on the customer’s behalf using customer funds.

The customer receives the original physical retailer receipt. NoshRocket retains a photographic copy for transaction records, reconciliation and bookkeeping.

The retailer receipt records the retailer’s price. NoshRocket’s £5 Personal Shopper fee, 5% Personal Shopper charge and delivery charge are separate service charges and will not normally appear on the retailer receipt.

1. RETURNS OF PERSONAL SHOPPER GOODS

8.1 Change-of-mind returns

The customer is responsible for taking or sending unwanted Personal Shopper goods back to the original retailer using the original receipt.

Whether the retailer must or chooses to accept a change-of-mind return depends upon:

• the nature of the goods;
• how the underlying retailer sale is legally classified;
• the retailer’s return policy; and
• the customer’s applicable statutory rights.

NoshRocket does not promise that a physical retailer will accept a change-of-mind return.

If the customer cannot attend the retailer, they may request a separately priced Personal Courier journey. Acceptance of that journey does not guarantee that the retailer will accept the return.

8.2 Faulty or incorrectly described goods

Where Personal Shopper goods are faulty, unsafe or not as described, the customer should contact the original retailer using the original receipt.

NoshRocket will provide reasonable information from its transaction records to help identify the purchase but does not replace the retailer as the seller of the goods.

This does not affect NoshRocket’s responsibility for a separate failure in the Personal Shopper or delivery service.

8.3 Goods damaged during delivery

If goods were suitable when collected but were damaged through a failure to exercise reasonable care during NoshRocket-arranged transportation, the customer should contact NoshRocket promptly and provide photographs where reasonably possible.

NoshRocket will investigate and provide an appropriate remedy where the damage arose from the delivery service.

8.4 Restricted returns

Some goods may not qualify for change-of-mind returns, including:

• perishable goods;
• personalised or custom-made goods;
• opened sealed goods where hygiene restrictions lawfully apply;
• age-restricted goods rejected at handover; and
• other products excluded under applicable consumer law.

Faulty-goods rights may still apply.

1. REFUNDS OF PERSONAL SHOPPER CHARGES

9.1 £5 Personal Shopper fee

The £5 fee will normally be refunded where:

• no authorised shopper accepts the request;
• NoshRocket cancels before work begins;
• the assignment cannot proceed because of a NoshRocket operational failure; or
• the service is not provided for another reason attributable to NoshRocket.

It will normally be retained once a shopper has accepted and begun the assignment.

9.2 Five per cent Personal Shopper charge

The 5% Personal Shopper charge applies only to goods actually purchased.

If a purchased item is refunded by the retailer, NoshRocket will review whether the corresponding 5% charge should also be adjusted. This will depend upon why the refund arose and whether the shopping service was correctly performed.

The 5% charge will normally remain non-refundable where NoshRocket correctly completed the authorised shopping service.

9.3 Delivery charge

The delivery charge will be refunded where no delivery takes place because:

• no requested goods were available;
• NoshRocket cancelled the assignment;
• an operational failure attributable to NoshRocket prevented delivery; or
• NoshRocket expressly confirms that the charge is unused and refundable.

The delivery charge may be retained following customer cancellation or non-payment after an accepted assignment has been substantively performed.

1. PERSONAL COURIER CANCELLATIONS AND REFUNDS

10.1 Before acceptance

A Personal Courier request may be cancelled without charge before the quotation has been accepted and paid.

10.2 After acceptance but before collection

If the customer cancels after payment but before the driver begins travelling, NoshRocket will refund amounts not reasonably committed or incurred.

If the driver has already been dispatched, reasonable collection, mileage, waiting or cancellation costs may be deducted.

10.3 Failed collection

If collection fails because:

• the sender is absent;
• the item is not ready;
• collection authority is unavailable;
• the item was materially misdescribed;
• the item is unsafe or inadequately packaged; or
• the item cannot lawfully be transported,

the customer may remain responsible for the driver’s journey and waiting time.

10.4 Failed delivery

If delivery fails because the recipient is unavailable or the information supplied by the customer is materially incorrect, reasonable redelivery, return or waiting charges may apply.

10.5 NoshRocket failure

If an accepted Personal Courier service cannot be completed because of an operational failure attributable to NoshRocket, the affected service charge will be refunded.

Any claim concerning loss or damage will be assessed under the Terms of Service and applicable consumer law.

1. FAILED DOORSTEP DELIVERY

For eligible ordinary goods, the driver may use the no-answer doorstep procedure described in the Shipping and Delivery Policy after making the required delivery and contact attempts.

The driver will place the goods in a location at the stated address that appears reasonably safe, record proof of delivery and mark the delivery as completed.

Age-restricted goods and any goods requiring identity verification, a signature or personal handover will never be left unattended.

Where an eligible order has been left through the stated no-answer procedure, responsibility for any reported loss, damage or unsuitable placement will be assessed according to:

• the customer’s agreement to the delivery terms;
• whether the driver followed the required procedure;
• the suitability of the location;
• the nature of the goods;
• the proof of delivery; and
• applicable consumer law.

NoshRocket will not automatically reject a claim merely because a delivery photograph exists.

1. AGE-RESTRICTED GOODS

NoshRocket does not sell age-restricted goods. When it arranges their purchase, NoshRocket acts as the customer’s disclosed purchasing agent and places the order with the original vendor using customer funds.

NoshRocket operates Challenge 25.

Age-restricted goods will not be handed over where:

• acceptable identification is not produced when requested;
• the identification is unacceptable;
• the recipient is below the applicable legal age;
• the required adult recipient is unavailable;
• a proxy purchase for a child is suspected;
• the handover would be unlawful; or
• in the case of alcohol, the recipient appears drunk.

Age-restricted goods will never be left unattended.

12.1 Return to the original vendor

Following a failed age-restricted handover, NoshRocket will make every reasonable effort to return the goods to the original vendor.

NoshRocket cannot compel the vendor to accept the goods, take them back into stock or issue a refund.

12.2 Vendor accepts the return

If the original vendor accepts the returned goods, it may apply a restocking charge of up to 50% of the goods price, depending upon:

• its own return policy;
• the type and condition of the goods;
• whether the goods can lawfully and safely be returned to stock; and
• any other lawful deduction applied by the vendor.

NoshRocket will refund the customer only the net amount actually refunded by the original vendor.

For example, if the returned goods cost £40 and the vendor deducts a 50% restocking charge:

• vendor restocking deduction: £20;
• amount returned by the vendor: £20; and
• customer goods refund: £20.

NoshRocket will not make up the amount deducted by the vendor.

The following NoshRocket charges remain non-refundable because the relevant services were performed:

• booking fees;
• the £5 Personal Shopper fee;
• the 5% Personal Shopper charge;
• collection charges;
• mileage and delivery charges;
• waiting charges; and
• reasonable return-journey charges.

12.3 Vendor refuses the return

If the original vendor refuses to take the goods back or provides no refund:

• no refund of the goods price will be due from NoshRocket;
• NoshRocket is not required to purchase the goods from the customer;
• all shopping, collection, delivery and return charges remain payable; and
• the goods will be handled using the lawful options reasonably available.

NoshRocket will retain a record of the attempted return and the vendor’s decision where reasonably practicable.

12.4 Partial vendor refund

Where the vendor refunds only part of the goods price—whether because of a restocking charge of up to 50%, another lawful deduction or its treatment of particular items—NoshRocket will refund only the amount actually received from the vendor.

The customer accepts that a failed age-verification handover may therefore result in:

• a full refund of the goods price;
• a partial refund of the goods price;
• a refund reduced by as much as 50%; or
• no goods refund where the vendor refuses the return.

NoshRocket service, shopping and delivery charges are dealt with separately and remain non-refundable where those services were correctly performed.

1. HOW REFUNDS ARE PAID

Approved refunds will normally be returned through the payment route used for the original transaction.

NoshRocket will initiate an approved refund without undue delay. The time taken for the money to appear may depend upon the payment or open-banking provider and the customer’s bank.

Where legally permitted, store credit may be offered as an option. Customers will not be compelled to accept store credit where they are legally entitled to a monetary refund.

1. NOSHROCKET SERVICE FAILURES

Where NoshRocket fails to provide an accepted service with reasonable care and skill, the customer may be entitled to:

• repeat performance;
• an appropriate price reduction;
• a partial refund; or
• a full refund where the service was not provided.

The appropriate remedy will depend upon the nature and extent of the failure.

1. CHARGEBACKS AND DUPLICATE RECOVERY

Customers should contact NoshRocket first so that problems can be investigated promptly.

A customer must not knowingly obtain both:

• a refund directly from NoshRocket or the retailer; and
• a duplicate chargeback or payment reversal for the same amount.

This does not prevent a customer from exercising legitimate rights through their bank or payment provider.

1. COMPLAINTS

Refund requests and complaints should be sent to:

Email: launchpad@noshrocket.co.uk
Telephone or WhatsApp: 07727 353560

NoshRocket will acknowledge and investigate complaints within a reasonable period.

Where a complaint reaches deadlock, NoshRocket will provide information about any applicable certified alternative dispute resolution provider and state whether NoshRocket is willing or required to use that provider.

1. GOVERNING LAW

This policy is governed by the laws of England and Wales.

Customers retain any mandatory consumer rights and jurisdictional protections that apply to them.