Refunds and Cancellations

NY11 Refunds and Cancellations 1. What this covers This policy covers meal orders, shop products, meal-plan subscriptions and marketplace bookings made through the NY11 app. The exact cancellation window, cutoff time and any fee that applies to your order are shown before you confirm it and in your plan calendar. 2. Cancelling an order An order can be cancelled from the app until its cutoff — the point at which the kitchen begins preparing it. After the cutoff the food has been cooked for you and the order can no longer be cancelled. Cash-on-delivery orders that are never collected may be refused on a later attempt. 3. Meal-plan subscriptions A plan can be paused or cancelled from the app at any time. Cancelling stops the next renewal; it does not refund the cycle already delivered. Days already paid for stay available until the cycle ends. Individual dishes can be swapped up to the cutoff shown on the day in your plan calendar. 4. Marketplace bookings A booking can be cancelled from the app up to the window the provider sets, which is shown when you book. A provider may also decline or cancel a booking, in which case you are refunded in full. 5. Where a refund goes A refund is returned to the method you paid with. Wallet credit instead of the original method is available on request and is recorded as your choice, never applied silently. A refund is never larger than what remains unrefunded on that payment. 6. Currency A refund is calculated in the currency you were charged, at the rate frozen when the payment was taken. We never re-convert a refund at a later rate. 7. Timing We start a refund as soon as it is approved. Wallet credit is immediate. A card refund is issued by our payment gateway and how long it takes to appear is set by your bank, typically a few business days. 8. Disputes While a chargeback or dispute is open on a payment, that payment cannot be refunded through the app. We resolve it through your bank first so you are never refunded twice. 9. Something wrong with your food If an order arrives incorrect, incomplete or not in good condition, message us on the same day through the app or on WhatsApp. We will make it right — a replacement or a refund — once we have had a look. 10. Contact Message us in the app, on WhatsApp, or email the address on our contact page.