Last updated: September 2026
1. Overview
At Smash Guys Kebab & Pizza (operated by Smash Guy 2 Limited), we take pride in serving high-quality, freshly prepared hot food. This Refund & Cancellation Policy explains the conditions under which you may cancel an order, request a refund, and how refunds are processed through our payment provider, myPOS.
By placing an order through our website, you agree to the terms outlined in this policy alongside our Terms & Conditions.
2. Delivery Timeframe
We aim to deliver all food orders within an estimated timeframe of 45 to 60 minutesfrom order confirmation to the cardholder's specified delivery address.
Estimated Delivery Windows
Delivery timeframes are estimates and may vary due to peak ordering hours, weather conditions, or heavy traffic. In exceptional peak periods, maximum delivery time will not exceed 90 minutes.
3. Order Cancellation Policy
Because our food is prepared fresh to order and is highly perishable, strict time limits apply to order cancellations.
If you notify us immediately before kitchen staff start cooking your food, your order can be cancelled for a full refund.
Once food preparation has commenced, cancellations cannot be accepted or refunded due to the perishable nature of hot food.
Need to cancel an order?
Call our store immediately so we can halt preparation before it begins.
4. Eligibility for Refunds
Customers are eligible to request a full or partial refund under the following explicit conditions:
- An item ordered is missing from your delivery or collection package.
- An incorrect item was delivered that differs from your order confirmation.
- The food delivered is defective, damaged, or fails quality/food safety standards upon arrival.
- An order was successfully cancelled before kitchen preparation commenced.
- An order failed to be delivered due to an error on our part.
Note: Refunds will not be issued if delivery failed due to incorrect customer contact details, incorrect delivery address, or customer unresponsiveness upon delivery arrival.
5. Timeframe for Requesting a Refund
1 to 2 Hour Reporting Window
Due to the perishable nature of hot takeaway food, all missing items, quality claims, or refund requests must be reported within 1 to 2 hours of receiving your order (or within 2 hours of the estimated delivery window if the order did not arrive).
To submit a claim, call our customer service hotline on 01282 220286 with your order number and details of the issue. Photo proof may be requested for damaged or incorrect items.
6. Refund Method & Processing Timeframe
Once your refund claim is reviewed and approved by management, the refund will be issued as follows:
Original Payment Method (myPOS)
All online card payments are processed via our payment gateway partner, myPOS. Approved refunds are credited directly back to the original card used during checkout.
3 to 5 Business Days Processing Time
Once initiated, card refunds typically take 3 to 5 business days (depending on your card issuing bank) to appear on your bank statement.
7. Contact Us Regarding Refunds
If you have any questions or need to report an issue with an active order, contact us immediately:
Smash Guys Kebab & Pizza
Operated by Smash Guy 2 Limited (Company No. 15890121)
10 Dockray Street
Colne, Lancashire
BB8 9HT