Refund & Cancellation Policy

Because food preparation begins shortly after your order is confirmed, regular orders cannot be cancelled or modified by you directly within the App once submitted. (Catering bookings work differently — see Section 3.)

If you need to cancel or change a regular order, contact us as soon as possible at assist@ziondaughters.com. We will do our best to accommodate cancellation requests received before preparation has started. Once preparation has begun, the order is final and non-refundable, except as described in Section 4 (Delivery Issues) or Section 5 (Quality Issues).

2. Admin-Initiated Cancellations

We may occasionally need to cancel an order on our end — for example, if an item becomes unavailable, in the event of a store closure, or as a result of a payment or fraud review.

If your order was already paid for and we cancel it, we will process a refund to your original payment method. Refunds in this situation are reviewed and issued by our team rather than happening automatically, and are typically completed within 2–3 business days of the cancellation, after which your bank or card issuer may take an additional 5–10 business days to post the funds to your account. If you cancelled a paid order and have not received confirmation of a refund within this window, please contact us at assist@ziondaughters.com.

3. Catering Bookings

3.1 Deposit

Catering bookings require a deposit at the time of booking to reserve your event date. This deposit is non-refundable under the following circumstance:

We send reminder notifications before this deadline to help you avoid this outcome. If you wish to cancel a catering booking before the balance deadline for a reason other than non-payment, contact us at assist@ziondaughters.com as early as possible — cancellations requested well in advance of the event date may be eligible for a partial or full deposit refund at our discretion; cancellations close to the event date are generally not eligible for a refund, given ingredient and kitchen commitments already made on your behalf.

3.2 Balance Payment

Once the remaining balance for a catering order has been paid, it is treated the same as a regular paid order under Section 1 — non-refundable once food preparation has begun, except as described in Sections 4 and 5.

3.3 Changing Between Pickup and Delivery

After your balance is paid, you can change your catering order between pickup and delivery — and update your delivery address — directly in the App, free of charge, for as long as the option remains available to you.

After that point, the fulfilment method for your order is fixed. If your circumstances change after the option has closed, contact us at assist@ziondaughters.com and we will help where we can, though we cannot guarantee a change is possible.

3.4 Catering Delivery Fee

For catering orders being delivered, a delivery fee is calculated and charged separately on the day of your event, once your order is ready and before a courier is dispatched. It is not included in your deposit or balance payment.

Once the catering delivery fee has been paid, it is non-refundable and your order can no longer be switched to pickup. This is because payment of the fee immediately precedes courier dispatch. If you think you may want to collect your order yourself, switch to pickup before paying the delivery fee — see Section 3.3.

The exception is if we are then unable to find a courier — in that case, see Section 4 (Delivery Issues).

4. Delivery Issues

If we are unable to find a courier to complete your delivery, you will be notified and have 24 hours to choose one of the following:

If you do not make a choice within that window, no refund is issued automatically — please contact us at assist@ziondaughters.com to resolve the order. Choosing to pick up your order does not affect the food/order amount itself, which remains subject to Sections 1–3 above.

5. Quality Issues

If you receive an order that is significantly different from what you ordered, is missing items, or has a genuine quality problem, contact us within 24 hours of delivery or pickup at assist@ziondaughters.com with your order number and details. We review these on a case-by-case basis and may offer a partial refund, credit, or replacement at our discretion.

6. How Refunds Are Issued

All refunds are issued to the original payment method used for the order, via our payment processor, Stripe. Refund timing to your account depends on your bank or card issuer and typically takes 5–10 business days after we initiate it.