Refund & cancellation policy

When this policy applies

Website orders use cash. Contact the serving branch with your order reference for cancellation, incorrect items or a cash collection issue. The separate demo does not process money. For purchases through another platform, use that platform’s support process.

Cancellation requests

Contact the branch immediately if you need to cancel. A request can be accepted only before the order has been accepted or sent for preparation. Once preparation starts, or an order has been served, dispatched or collected, a change-of-mind cancellation may no longer be possible.

Removing a bag or leaving the website does not cancel an accepted order. Wait for the branch to confirm any cancellation. Food prepared for an order cannot normally be returned for a change of mind.

Issues eligible for review

• A duplicate or incorrect charge, or a charge without a received order.
• An order cancelled by BitterSweet after payment.
• Missing or incorrect items, or a food quality problem.

We review the order and payment records to determine the appropriate refund, replacement or other resolution. A restriction on change-of-mind cancellations does not exclude review of faulty food, an incorrect order or a payment error, or limit rights available under applicable law.

How to report an issue

Use the email or branch phone numbers on Contact us. Report food issues promptly, preferably on the day of purchase, so the branch can investigate. This request for prompt reporting does not remove statutory rights.

Provide the branch, purchase date, order reference if available, contact number, affected items and a description of the problem. A receipt or relevant photograph can help. Never send a full card number, card security code or one-time password.

Refund method and timing

Cash refunds and replacements are arranged directly with the branch after it reviews the issue. Keep your order reference and cash collection record. The website does not process card refunds.

If payment status is unclear

Contact the branch with your order reference before paying again. A payment screen, redirect or browser message alone does not establish that a real payment succeeded. The order and payment records must be checked before resolving an uncertain charge.