Refund & Dispute Policy

We want every order to arrive right. If something goes wrong, here's how we handle it.

1. Cancellations

• If you need to cancel your order, contact us on WhatsApp as soon as possible, ideally before paying your deposit.
• Once a deposit has been paid, your order is committed and the deposit is non-refundable. Because ingredients are procured against your specific order, deposits cannot be returned after payment. In exceptional circumstances (such as bereavement or medical emergency), we may, at our discretion, offer a credit toward a future order — but this is not a guarantee and is decided case by case.
• For Laditop (merchandise and printing) and Events catering, deposits are non-refundable once production or event preparation has begun. Cancellations received before production or preparation starts may be eligible for a full refund at our discretion.

2. If your order arrives wrong, incomplete, or damaged

• Please inspect your order with the rider at the point of delivery where possible.
• Contact us on WhatsApp within 2 hours of delivery with your order reference number and a description (and a photo, if possible) of the issue.
• After 2 hours, we are unable to process refunds or redosbecause payment has already been completed and reconciled for that order.
• Depending on the situation, we will offer one of the following: a redo of the affected item, a partial refund, or a credit toward a future order. Which outcome applies depends on the nature of the issue and will be discussed directly with you.

3. Late delivery

• We aim to deliver within the window agreed at order confirmation.
• If delivery is significantly delayed, contact us on WhatsApp with your order reference number and we will update you on status directly.

4. What we need from you to resolve a dispute

• Your order reference number
• Your deposit receipt and/or final receipt
• A description of the issue (and photo evidence where relevant)

5. Terms

• Resolution outcomes are decided case by case by Lady D Kitchen Catering Services staff, taking into account the circumstances of each order. This policy is designed to be fair to both customers and the business.

6. Contact

All disputes are handled through WhatsApp using the order reference number system — this keeps a clear record for both sides.