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1. Orders, Delivery & Pickup

• All orders must be placed and confirmed through our website.

• Pickup is currently available from Slade Green Station at the time shown at checkout. From 14th September, pickup will move to Bournemouth University (exact location and times will be updated here).

• Delivery areas, fees and time slots are shown at checkout and may change based on demand.

• If you are not available at the agreed time, your order may be left in a safe place or cancelled at our discretion.

2. Changes & Cancellations

• For regular food orders: Changes or cancellations must be made at least 24 hours before your scheduled delivery or pickup time.

• For catering and large orders: Changes or cancellations must be made at least 72 hours before the event.

• Late changes or cancellations may be charged in full, as ingredients and prep may already have started.

3. Refunds

• Because our food is made fresh to order, we generally do not offer refunds once an order has been prepared.

• If there is an issue with your order (missing items, quality concerns, or delivery problems), please contact us within 24 hours with your order number and details.

• Where appropriate, we may offer a replacement, credit, or partial refund at our discretion.

4. Meal Plans & Subscriptions

• Meal plans and subscriptions renew automatically according to the schedule you choose at checkout.

• You can manage, pause, or cancel your plan from your account before the next billing date.

• Payments already processed for an active period are non‑refundable, but we’ll always try to work with you on delivery dates where possible.

5. Allergens & Dietary Requirements

• We handle common allergens in our kitchen, including nuts, dairy, gluten, eggs and shellfish.

• While we take care to avoid cross‑contamination, we cannot guarantee that any dish is completely allergen‑free.

• Please tell us about any allergies or dietary needs when you order. For serious allergies, contact us before placing an order so we can advise you.

6. Contact
For questions about your order, catering, or our policies, please email us at thechopshopbyrayo@gmail.com or use the contact form on our website.