The Curry Kitchen
Food Refund, Cancellation & Customer Complaint Policy
Effective Date: 17 August 2026
Business: The Curry Kitchen
- Our Commitment
At The Curry Kitchen, we are committed to providing freshly prepared, safe, good-quality food and a reliable customer service.
If there is a genuine problem with an order, we ask customers to contact us as soon as reasonably possible so that we can investigate the matter and provide an appropriate resolution.
- Wrong or Missing Items
If an item is missing, incorrect or substantially different from what was ordered, customers should contact The Curry Kitchen as soon as possible.
Depending on the circumstances, we may offer:
- A replacement item;
- A replacement order; or
- An appropriate refund.
Where appropriate, we may ask for the order number, receipt, photographs or other reasonable information to help us investigate the complaint.
- Food Quality Complaints
If a customer believes that food is not of satisfactory quality, is not as described, or has another genuine quality problem, they should contact us promptly.
We will investigate the complaint and, depending on the circumstances, may offer a replacement, refund or another appropriate resolution.
- Food Safety Concerns
Any complaint involving suspected food contamination, foreign objects, suspected food poisoning or another food-safety concern will be treated as a priority.
Customers should contact The Curry Kitchen immediately and, where possible, retain the food, packaging and order information so that the matter can be investigated.
We will take appropriate action in accordance with our food-safety procedures and applicable UK requirements.
- Allergen-Related Complaints
Any complaint involving an allergic reaction or incorrect allergen information will be treated as a serious food-safety matter.
The customer should contact The Curry Kitchen immediately and provide the order details and information about the allergen concern where possible.
The matter will be investigated and escalated internally as appropriate.
- Customer Cancellation
Because takeaway food is prepared specifically for an order and may be perishable, customers should contact us as soon as possible if they wish to cancel an order.
Once preparation has started, cancellation may not be possible. This does not affect any statutory consumer rights that cannot lawfully be excluded.
- Delivery Problems
If an order is delayed, delivered incorrectly or arrives in a condition that raises a genuine quality or food-safety concern, customers should contact The Curry Kitchen promptly.
We will consider the individual circumstances and provide an appropriate resolution where justified.
- Refund Processing
Where a refund is agreed, it will normally be made using the original payment method where practicable.
The time taken for the refund to appear in the customer’s account may depend on the payment provider, bank or ordering platform.
For orders placed through a third-party delivery or ordering platform, the customer may also be directed to that platform where it controls the payment or refund process.
- Evidence and Investigation
To help us investigate complaints fairly, we may request reasonable information such as:
- Order number;
- Date and approximate time of order;
- Details of the problem;
- Photographs of the food or packaging;
- Receipt or payment confirmation; and
- Relevant allergen information where applicable.
We will not use a request for evidence to remove or restrict any statutory consumer rights.
- No Blanket “No Refund” Rule
The Curry Kitchen does not operate a blanket policy refusing all refunds.
Each complaint will be considered according to the circumstances, the nature of the problem and applicable consumer and food-safety requirements.
- Contact
Customers should contact The Curry Kitchen through the contact details shown on our website, ordering platform, receipt or menu.
We appreciate customers giving us the opportunity to investigate and resolve genuine problems fairly and promptly.
The Curry Kitchen — Quality, Safety & Customer Care
