Refunds and Cancellations
When you are entitled to a refund, how it is paid, and what happens when an order is cancelled.
1. Who deals with your refund
Alladyce is the seller for your purchase, so we handle every refund ourselves. You are never sent to a vendor to resolve a problem with your order. We deal with the vendor afterwards; that is not your responsibility.
2. When a refund is due
Because we sell food, drinks and other time-sensitive items prepared to order, returns are generally not available once goods have been prepared, collected or delivered, particularly for perishable, customised or hygiene-sensitive items.
We will approve a full or partial refund, a replacement or account credit where appropriate, including where:
- an order is charged but not delivered;
- the wrong item is delivered;
- an item is missing from the order;
- an item is materially damaged, unsafe, spoiled or not reasonably fit for consumption;
- an item is materially different from what was ordered; or
- a duplicate or incorrect charge is processed.
Where only part of an order is affected, a partial refund is usually more appropriate than a full one. Issues caused by vendor preparation, product quality or stock substitution are assessed with the vendor before a decision is made.
3. How to request one
Raise the issue on the order in the app, use the in-order chat, or email support@twiinie.online. Please do so as soon as possible and, where relevant, within 24 hours of delivery. A delayed report limits what we are able to verify and resolve.
Please include your name, the order reference, a contact number, a description of the issue and photographs where available. Telling us while you are still at the event gives us the best chance of replacing an item rather than only refunding it.
4. How refunds are paid
- Refunds can be full or partial, depending on what went wrong.
- Where an order was paid partly by card and partly from wallet credit, each part is refunded to its own source.
- Where stock or fulfilment issues affect only some items, we may resolve the issue by issuing wallet credit for the affected amount rather than reversing the whole order payment.
- Card refunds are processed through our payment provider. Funds normally reach your account within 5 to 10 business days, depending on your bank. Wallet credit is returned immediately.
- Delivery and service fees are generally non-refundable once the service has been substantially performed, except where the problem was caused by us, by the courier, or by a failed fulfilment on our side.
Some refund and credit actions can be completed directly in the app. Others require manual review or confirmation from the payment provider before they are finalised.
5. Cancelling an order
You can ask to cancel an order from the app before it is delivered. Whether it can still be cancelled depends on how far it has progressed.
| Before preparation starts | Cancellation is normally allowed and the full amount you paid is refunded. |
| Once preparation, collection or delivery has started | Cancellation may no longer be available, because the items have already been made. If something then goes wrong with the delivery, the refund terms above apply instead. |
We do not charge a cancellation fee. A customer cancellation accepted before preparation begins carries no deduction of any kind.
Where a cancellation is approved, the refund is credited to your Twiinie wallet rather than sent back to your card at the time of cancellation. Any amount you originally paid from your wallet is restored to that balance, and any amount you paid by card is issued as new wallet credit linked to that order. That credit can then be spent on a future order, or returned to your card as set out below.
6. If we cancel
We may cancel an order if an item turns out to be unavailable, if the event stops trading, if we cannot safely reach your delivery location, or if we reasonably believe the order is fraudulent or unlawful. If we cancel after you have paid, you are refunded in full, with no deduction.
If an event is cancelled or stops trading before your order is delivered, your order is cancelled and refunded in full.
7. Refunding wallet credit to your card
Unspent wallet credit can be returned to the card that paid for it. The request is made from your credit history in the app, separately from any order.
You can ask for this within 7 days of buying the credit. That is the cooling-off period the Electronic Communications and Transactions Act gives you for something bought online. After 7 days credit is no longer returned to a card, but it remains yours to spend.
You do not have to be left with the whole amount. If you have spent part of the credit, whatever is still unspent can be returned. The full unspent amount comes back, with no fee deducted.
Wallet credit stays valid to spend for 3 years from the day you bought it, as the Consumer Protection Act requires. It cannot be withdrawn to a bank account and cannot be transferred to another person.
Not every wallet credit is refundable back to card. Eligibility depends on the original payment source, the remaining refundable balance linked to that credit, and whether the payment provider supports the reversal. Credit that was issued by us, rather than bought by you, is spendable but is not returned to a card.
8. Your statutory rights
Nothing in this policy is intended to exclude or limit any right you have under the Consumer Protection Act 68 of 2008 or other applicable law.
If anything is wrong, please contact us first and we will deal with it. We would rather hear from you than hear about it any other way.