We're here to help.

Open the order in the app and choose "Report an issue". Pick the category that fits (it didn't arrive, wrong order, poor quality, damaged, or a food-safety concern). Our team reviews your report and the cook's response, then decides on no refund, a partial refund or a full refund. For food-quality and food-safety reports you have at least 7 days, and the app always shows your exact deadline. If you have a medical emergency, get medical help first.

Reserve: food a cook prepares for a set collection day. Order before their deadline. Ready Now: food that is already made and ready to collect. Custom Order: something made just for you, with the details, price and time agreed with the cook in the app first. The cancellation rules differ slightly for each, and your order always shows the deadline that applies.

Yes, up to the cook's deadline shown on the listing. You get the food amount back, but not the service fee. After that point you can't cancel in the app. If the cook cancels, you get a full refund including the service fee.

Refunds go back to the card you paid with. How long they take to appear depends on your bank or card provider.

Every order has a collection pass in the app with a QR code and, under it, a 6-digit number. Show it to the cook at the agreed time and place: they either scan the QR code or type in the 6 digits. Either way works, so a low battery or a bad signal needn't stop you. If you can't make it, message the cook before the collection window ends.

Allergens are shown on every listing, including any extras. Use the "free from" filter to find meals that avoid an allergen. For a severe allergy, message the cook before you order and don't rely on the app alone.

Go to Profile, then Privacy & Data, in the app. You can also read what happens and how to ask us to do it.

Email support@neighbourplate.com, or see the Seller Terms for payouts, cancellations and disputes.