Refund &
Cancellations
Our policy is straightforward — we want every order to be right. Here's what happens when it isn't.
Order Cancellations
You may cancel your order at any time before the Sunday midnight cutoff. After this time, your meals are already being planned and prepared for Monday, and we are unable to process a cancellation or refund.
To cancel before the cutoff, email us at hello@prepz.co.uk with your order number and we will cancel and refund your payment in full.
Summary
- → Before Sunday midnight: full refund, no questions asked
- → After Sunday midnight: order is in production and cannot be cancelled
Quality Issues & Complaints
If you receive a meal that is damaged, incorrect, or not up to standard, please contact us within 24 hours of delivery with:
- → Your order number
- → A description of the issue
- → A photo if possible (helps us improve)
We will assess each complaint individually and offer a replacement, store credit, or full refund at our discretion. We take quality seriously and will always aim to make things right.
Complaints submitted more than 24 hours after delivery may not be eligible for a refund, as we have no way to verify the condition of the meals at that point.
Delivery Issues
If your order does not arrive on Tuesday and you have not received a DPD notification, please contact us and we will investigate with DPD immediately.
In the event of a failed or lost delivery confirmed by DPD, we will offer a full refund or a replacement in the following week's batch.
We are not responsible for delivery failures caused by an incorrect address provided at checkout. Please double-check your delivery address before placing your order.
Membership Cancellations
You can cancel your PREPZ membership at any time — there are no lock-in periods or cancellation fees.
To cancel, go to My Account → Membership and click Manage Membership. This opens the Stripe billing portal where you can cancel immediately.
Your membership will remain active until the end of the current billing period. No further charges will be made after cancellation.
If you cancel after an order has already been placed under your membership for the current week, that order will still be prepared and delivered.
Summary
- → Cancel anytime, no fees
- → Access continues until end of billing period
- → In-progress orders for the current week still fulfilled
Refund Processing
Approved refunds are processed via Stripe back to your original payment method. Refunds typically take 3–5 business days to appear on your statement, depending on your bank.
You will receive a confirmation email from us once the refund has been processed.
Need help with an order?
Email us at any time — we aim to respond within a few hours during business days.
hello@prepz.co.ukLast updated: March 2026