Refund & Cancellation Policy

1.Overview

Our food is prepared fresh for each order, so the point at which we buy ingredients and begin preparation determines what can be changed or refunded. The sooner you tell us, the more we can do.

2.Platter and meal orders

• You can cancel an order for a full refund until we begin preparing it.
• Once preparation has started, the order can no longer be cancelled or refunded.
• To change an order, contact us as early as possible. Changes depend on availability and may change the price.

3.Event catering

• Cancel 7 or more days before the event for a full refund.
• Cancel between 3 and 7 days before the event for a 50% refund.
• Cancellations made less than 72 hours before the event are not refundable, because ingredients and staff have already been committed.
• Changes to guest count or menu are accepted up to 72 hours before the event, subject to availability. Increases are charged at the current price.
• You may move a booking to another available date once, free of charge, with at least 7 days' notice.

4.Corporate Weekly Plans

• Members can change or opt out of a day's meal until that day's cut-off: 6:00 AM for breakfast and 11:00 AM for lunch, Pacific Time.
• A day that has been paid for cannot be removed from the plan or cancelled.
• An unpaid day can be removed by the organiser at any time before its cut-off.

5.If something is wrong with your order

If an item is missing, incorrect, or not up to standard, tell us within 24 hours of delivery and include a photo where possible. Depending on the problem we will replace the item, issue a credit, or refund the affected part of the order.

6.If we cancel

If we have to cancel an order or event, for example because of severe weather, a supply failure or a safety concern, we will tell you as soon as we can and refund everything you paid for it.

7.Late or failed delivery

If we are significantly late for reasons within our control, contact us and we will make it right with a credit or a partial or full refund. If delivery fails because the address or contact details were wrong, or nobody was available to receive the order, the order is not refundable.

8.How refunds are paid

Approved refunds are returned to the original payment card through Square. They usually appear within 5 to 10 business days, depending on your bank. We cannot refund to a different card or account.

9.How to request a change, cancellation or refund

Email contact@cateringplatter.com or call 415-530-6241 with your order or booking reference. We are available every day from 8 AM to 12 AM.