RETURNS, REFUNDS & CANCELLATION POLICY

Last Updated: July 2026

At NoshRocket, we want you to have an exceptional experience. Because we operate an on-demand delivery and personal shopping platform handling both fresh, hot food and local retail items, our returns and refunds policy is tailored to the specific nature of these services under UK consumer law.

1. Order Cancellations & Statutory Rights

To ensure accuracy and prevent accidental orders, NoshRocket utilizes a deliberate three-page checkout process. This allows you ample opportunity to thoroughly review your items, delivery details, and fees before final submission.

• Hot Food & Perishables: In accordance with Regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the statutory 14-day right to cancel does not apply to the supply of goods that are liable to deteriorate or expire rapidly. Therefore, once you press the final "Place Order" button for hot food or fresh goods, preparation begins immediately, and no customer cancellations or refunds can be accommodated.

• Non-Perishable Shop Runs: For non-perishable goods sourced via our Personal Shopper or courier services, you retain a statutory 14-day right to cancel under the Consumer Contracts Regulations 2013, beginning the day after delivery. If you wish to cancel a non-perishable order post-delivery, you must notify us within this 14-day window.

• Platform Failures: In the rare event that an order must be cancelled due to a technical error or operational mismanagement on our part (where our service is not delivered), we will issue a 100% full refund, including all items, delivery charges, and platform fees.

2. Hot Food & Perishable Goods (30-Minute Window)

While hot food is legally exempt from standard statutory return rights, we want to ensure any errors are corrected swiftly.

• Check on Collection Policy: Our couriers operate a strict "Check on Collection" protocol at the restaurant to ensure item counts match your order before transit.

• Immediate Notification Required: If a mistake is made or an item is missing, you must contact us IMMEDIATELY via our website's Live Chat portal.

• The 30-Minute Deadline: To be eligible for a resolution regarding food quality, incorrect items, or order discrepancies, you must log your complaint within 30 minutes of the delivery time stamped on your system. Complaints received after this window cannot be processed due to the perishable nature of the items.

• Resolutions: Our live chat is fully manned during all opening hours. We work collaboratively with you to find a preferred outcome:

  • Partial Errors: If you choose to keep the items sent, we will issue a partial refund reflecting the specific error.

  • Significant Issues: If you are entirely unsatisfied, we can arrange a replacement or a full refund for the affected food items.

• Refund Methods: Approved refunds can be processed directly back to your original payment method via our secure checkout provider, or issued instantly as In-Store Credit applied to your NoshRocket customer account (viewable in the account section on the website header).

3. Non-Perishable Goods & Local Shop Runs (Personal Shopper Agency)

If you utilize our platform to order non-perishable goods from local retail stores:

• Shopping Agent Status: For bespoke store collections and local shop runs, NoshRocket acts strictly as your disclosed personal shopping agent, not as the seller or merchant of the goods. The contract of sale for the physical products exists directly and exclusively between you (the customer) and the high street retailer. NoshRocket’s legal liability is strictly limited to the execution of the shopping and delivery service provided.

• Original Receipts Provided: NoshRocket always secures and provides you with the original physical retailer receipt alongside your delivery to maintain the direct sales link between you and the shop.

• Change-of-Mind Returns (Statutory 14 Days): Because the sales contract sits with the retailer, your statutory 14-day right to cancel under the Consumer Contracts Regulations 2013 must be exercised directly with that physical merchant. You are required to manage the return of the items to the merchant yourself using the provided receipt, in accordance with that specific retailer's standard return policy. If you cannot visit the store yourself, you can hire a paid courier to handle the return journey on your behalf via the Services Menu on our website.

• Faulty or Damaged Goods: If a non-perishable item is found to be faulty, broken, or not as described upon delivery, your statutory rights under the Consumer Rights Act 2015 lie against the retail merchant where the item was purchased. However, if the damage or fault occurred during transit due to courier negligence, please contact us via our Live Chat portal immediately with photographic evidence, and we will work to remedy the transport issue or arrange assistance.

4. Booking Fees & Service Charges

Our platform charges cover the administrative, operational, and digital processing infrastructure required to securely fulfill your requests.

• Non-Refundable Fees: For standard customer-induced errors or change-of-mind scenarios, platform fees are generally non-refundable once the service has been actively initiated or executed. This includes:

  • The standard £1.25 Booking Fee for food orders.

  • The standard 8% Service Charge.

  • The £5.00 Personal Shopper Fee applied for bespoke shopping tasks.

• Refund Exceptions: If an entire order is unfulfilled or cancelled due to vendor mistakes, technical failures, or driver mismanagement, these infrastructure fees and courier delivery charges will be fully refunded, as the service was not successfully delivered.

5. Payment Security & Processing Times

When a financial refund is authorized by NoshRocket:

• Payment Gateway Security: All transactions and refunds are securely handled via our payment gateway provider, Wallid, utilizing industry-standard, fully encrypted compliance measures to safeguard your financial details.

• Processing Speeds: We process authorized refunds through our gateway immediately. Wallid funds generally clear out of our system and back toward your account within a few hours, up to a maximum of 24 hours.

• Please note: Depending on your specific bank or card issuer, additional processing times may apply before the funds reflect in your account balance. This external timeline is completely beyond our control.

6. Alternative Dispute Resolution (ADR)

If you are unsatisfied with our handling of a complaint or dispute, you have the right under the Alternative Dispute Resolution for Consumer Disputes Regulations 2015 to seek independent resolution. While NoshRocket does not directly subscribe to a private ADR scheme, disputes may be submitted for resolution through the Citizens Advice Consumer Service or the UK government's approved trading standards dispute resolution bodies.

7. Governing Law

This policy, its subject matter, and its formation are governed by the laws of England and Wales. Any disputes or claims arising in connection with this policy will be subject to the exclusive jurisdiction of the courts of England and Wales.

8. Contact Support

For any immediate issues with an active delivery, open the Live Chat portal on the website homepage, or email our support desk at: Launchpad@Noshrocket.co.uk.