Cancellation policy

Subscriptions

When you purchase a subscription, you agree to receive repeat deliveries based on the frequency selected at checkout.

Billing & Renewals

Your subscription will renew automatically unless it is cancelled before the next billing time.

When a renewal is processed:

• payment is taken automatically using your selected payment method
• a new order is created straight away
• the order moves into our fulfilment process without delay

Once a subscription renewal has been billed, that order is confirmed and can no longer be cancelled.

How to Manage or Cancel Your Subscription

The quickest and recommended way to manage your subscription is through your online account portal. From there, you can view, pause or cancel your subscription yourself.

Changes made in the customer portal take effect immediately, which is why this should always be used wherever possible.

You can access your subscription by logging into your account or by using the subscription link included in your order confirmation emails.

Using Email Support

If you are unable to access your account, you may contact us by email as a secondary method only.

• Email requests are not instant and require manual review and processing
• We strongly recommend allowing at least 4 working days before your next billing date if requesting changes by email
• An email request is only treated as actioned once you have received a confirmation reply from us

Email should be treated as a last resort. To avoid unwanted renewals, customers should always cancel via the account portal before the next billing time.

Cancellation Timing

To stop the next subscription order from being generated, cancellation must be completed before the scheduled billing time.

• If cancellation is completed in time, no further subscription order will be created
• If a cancellation request is made after billing has already taken place, the current order will still be processed
• Any late cancellation will apply to future subscription renewals only

Refunds for Subscription Orders

Live food is a fresh and perishable product. Because of this, once a subscription order has been processed or dispatched, it is not eligible for cancellation or refund.

This means:

• we cannot refund subscription orders cancelled after billing
• we cannot accept returns of live food products
• where a cancellation request is received too late, the current order will still be sent and the subscription will then be stopped for future orders

Availability Issues

Due to the fast-moving nature of live food, there may occasionally be supply issues outside our control.

If an item is unavailable:

• we may send the rest of the order
• any unavailable item will be refunded promptly

If anything is missing from your delivery, please notify us by email within 24 hours of receipt.