Last Updated: November 2025
At The Prep Studio Ltd, we are committed to delivering exceptional meals, impeccable service, and complete customer satisfaction. This policy outlines our approach to delivery, cancellations, and any refund or replacement requests, ensuring clarity and trust.
1. Delivery Experience
- All meals are freshly prepared and dispatched from our certified kitchen to your doorstep, maintaining optimal quality and freshness.
- Deliveries are scheduled within the time window of 10am – 12am.
- While we strive for perfect punctuality, external factors such as traffic, weather, or operational delays may occasionally affect timing. We will always communicate proactively in such cases.
2. Customer Responsibility
- Please ensure either yourself or a representative is available to receive your delivery.
- We are not liable for missed deliveries due to incorrect addresses or unavailability at the time of delivery.
- In such cases, as all meals are perishable, refunds cannot be issued, but we will endeavour to offer solutions where feasible.
3. Delivery Fees & Promotions
- Delivery charges, if applicable, are displayed at checkout or confirmed during ordering.
4. Commitment to Quality
- Each meal is prepared with the highest standards of hygiene, presentation, and taste, using carefully sourced ingredients.
- Meals are packaged and transported to maintain optimal temperature and freshness.
- Customers should follow the provided storage guidelines to enjoy the full quality of their meals.
5. Refunds & Replacements
As all our meals are fresh and perishable, refunds are generally not available once orders have been accepted, prepared or dispatched.
However, we will consider replacements or partial refunds if:
- The wrong items were delivered
- Delivery was significantly delayed due to our operations
- A quality issue occurred and is substantiated with evidence
Claim Process:
- Include order number, delivery details, issue description, and photos if relevant
- Our team aims to resolve all valid claims within 3 business days
6. Cancellations
- Orders may not be cancelled due to the nature of the business and preparations.
7. Non-Delivery or Missing Items
- If your order does not arrive within the agreed timeframe, please notify us promptly.
- We will investigate and, where appropriate, arrange a replacement or partial refund.
8. Temperature & Food Safety Disclaimer
- We are not responsible for issues arising from improper storage, delayed consumption, or handling outside of provided guidelines.
- Customers are expected to follow safe food-handling practices to maintain meal quality.
9. Contact & Support
For all delivery, refund, or quality inquiries visit our contact page.
