Return and Refund Policy

Dispute Resolution, Refund, and Payment Handling Policy

1. Purpose and Scope

This document sets out the official company policies and procedures of Lunas Cafe and Catering LTD regarding

payments, refunds, chargebacks, disputes, and BACS Direct Debit transactions. These policies are designed to

ensure compliance with UK consumer protection law, the Consumer Rights Act 2015, the Payment Services

Regulations 2017, and the BACS Direct Debit Scheme Rules. These terms apply to all customers making

payments via credit cards, debit cards, and BACS Direct Debit.

2. General Payment Terms

• All payments must be made in GBP (£).

• Payment is due at the point of sale unless otherwise agreed in writing.

• For catering services or large contracts, invoices are issued with specified due dates, and late payments may

incur statutory interest in accordance with the Late Payment of Commercial Debts (Interest) Act 1998.

3. Refund Policy

• Customers are entitled to refunds in accordance with the Consumer Rights Act 2015 if goods or services are not

delivered as agreed, defective, or not fit for purpose.

• For certain online or telephone orders, a 14-day cancellation right applies under the Consumer Contracts

Regulations 2013, unless the customer has agreed to immediate performance of catering services.

• Perishable goods, bespoke catering services, or events already fulfilled are exempt from cancellation/refund

once delivered/performed.

• Refund requests must be submitted in writing to accounts@lunascafecater.co.uk within 7 working days of the issue

arising. All refund requests will be acknowledged within 2 working days. Approved refunds will be processed

within 10 working days back to the original method of payment.

4. Chargebacks and Dispute Handling

• Customers are required to contact Lunas Cafe and Catering LTD directly to resolve any concerns before

initiating a chargeback or bank dispute.

• The company will make every effort to resolve disputes fairly and promptly, typically within 14 calendar days.

• Documentation (invoices, receipts, signed agreements, and delivery confirmations) will be provided to

substantiate transactions if a dispute arises.

• Chargebacks initiated without prior contact may delay resolution and could result in additional administrative

fees.

5. BACS Direct Debit Policy

Lunas Cafe and Catering LTD adheres strictly to the BACS Direct Debit Scheme Rules.

Direct Debit Guarantee:

• Customers paying by Direct Debit are fully protected by the Direct Debit Guarantee.

• If any payment is taken in error or without due notice, customers are entitled to a full and immediate refund from their bank or building society. However is a false refund is raised, is our duty to report this to the financial entity and the correspondent authorities to prevent fraud. 

Advance Notice:

• Customers will be given at least 5 working days’ notice of the amount, date, and frequency of a Direct Debit

collection unless otherwise agreed.

Refunds via Direct Debit:

• If a refund is claimed under the Direct Debit Guarantee, the company will engage with the bank to resolve the

issue efficiently and prevent recurrence.

Cancellation:

• Customers may cancel a Direct Debit at any time by contacting their bank or building society. A copy of the

cancellation should also be sent to Lunas Cafe and Catering LTD for internal records.

6. Internal Dispute Resolution Procedure

• Customers must notify the company of any dispute by emailing accounts@lunascafecater.co.uk or writing to: Lunas

Cafe and Catering LTD, [Registered Office Address].

• Written acknowledgement will be provided within 2 working days.

• A detailed investigation will be undertaken, and a formal response issued within 14 calendar days.

• If not resolved, disputes may be referred to an independent mediation body or pursued under UK law.

7. Legal Compliance

This policy is governed by and construed in accordance with the laws of England and Wales. Any disputes arising

under this policy shall be subject to the exclusive jurisdiction of the English courts.

8. Updates and Reviews

This document is subject to regular review to ensure compliance with updated UK legislation, payment scheme

rules, and industry best practices.