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Last Updated: September 2026
At Catering A to Z (CATZ), many of our products are freshly prepared specifically for each customer’s order.
Because food preparation, ingredient allocation and kitchen planning may begin before the scheduled delivery, cancellation and refund eligibility depends on the timing of the request and the preparation status of the order.
This Refund & Cancellation Policy applies to orders placed through cateringatoz.com, unless specific written terms have been agreed for a large, customised, corporate or event order.
1. Cancelling an Order
If you need to cancel an order, please contact CATZ as soon as possible.
Standard Orders
Orders may generally be cancelled without cancellation charges where the cancellation request is received:
The final cancellation cut-off applicable to CATZ standard orders will be:
XYZ hours
Once confirmed, this period should be displayed clearly on the website.
2. Cancellation After Preparation Has Started
CATZ products are fresh and perishable, and many are prepared specifically for an individual customer’s order.
Where:
CATZ may be unable to provide a full refund.
Depending on the stage of preparation, CATZ may:
Any such decision will take into account the circumstances of the order and applicable consumer rights.
3. Orders Cancelled Before Preparation
Where an eligible cancellation is received within the permitted cancellation period and preparation has not materially started, CATZ may cancel the order and arrange a refund of the amount paid.
Any approved refund will normally be returned using the original payment method.
4. Urgent Orders & Orders Accepted With Less Than 24 Hours’ Notice
Certain orders may be accepted by CATZ with less than 24 hours’ preparation time.
Because preparation for urgent orders may begin immediately after confirmation, cancellation of such orders may not be possible once CATZ has accepted and started processing the order.
Customers placing urgent orders should therefore confirm their requirements carefully before completing payment.
5. Large, Corporate, Event & Custom Orders
Large catering orders, corporate orders, event orders and customised food requirements may require:
These orders may therefore have separate cancellation terms.
Where applicable, CATZ will communicate any specific:
before the order is confirmed.
Where specific written cancellation terms have been agreed for a customised order, those terms will apply to that order.
6. Changing an Order
If you need to change an existing order, please contact CATZ as soon as possible.
Changes may include:
Requested changes are subject to availability and the preparation status of the order.
CATZ cannot guarantee that changes can be accepted after preparation has started.
If the change increases the order value, the customer will be required to pay the additional amount.
If an approved change reduces the order value before preparation has begun, CATZ may refund or adjust the difference where appropriate.
7. Incorrect Items
If CATZ delivers an item materially different from what was ordered, please contact us as soon as possible.
Depending on the circumstances, CATZ may offer an appropriate solution such as:
Customers may be asked to provide photographs or other information to help us verify and resolve the issue.
8. Missing Items
If an item included in your paid order is missing from the delivery, please notify CATZ promptly.
Once confirmed, we may arrange:
The solution may depend on the product, delivery location, timing and circumstances.
9. Damaged, Spilled or Compromised Orders
If food arrives:
please contact CATZ immediately or as soon as reasonably possible after delivery.
Where possible, please provide:
This helps us investigate the matter quickly.
Where CATZ confirms that the issue occurred before or during delivery, we may offer a replacement, refund, credit or another appropriate remedy.
10. Food Quality Concerns
If you believe that an item delivered by CATZ has a genuine quality or food-safety issue, please:
Food-quality complaints should preferably be reported on the same day as delivery so that the issue can be investigated properly.
Where CATZ confirms that a product was defective, unsafe, spoiled, materially non-conforming or unsuitable at the time of delivery, an appropriate remedy will be provided in accordance with applicable requirements.
11. Change of Mind
Because CATZ supplies fresh and perishable food, products that have been correctly prepared and delivered generally cannot be returned simply because:
This restriction does not apply where there is a genuine defect, fulfilment error or other situation where the customer has a remedy under applicable law.
12. Taste & Personal Preference
Food preferences are subjective.
A refund will not normally be available solely because a correctly prepared product does not match an individual’s personal taste preference.
However, this does not apply where there is a genuine issue involving:
13. Allergies & Dietary Requirements
Customers are responsible for informing CATZ of relevant allergies or dietary requirements where such information is required for the order.
Where CATZ has specifically accepted and confirmed a dietary requirement and the delivered item materially fails to meet that confirmed requirement, the customer should contact us immediately.
Such cases will be investigated as a priority.
Customers with severe allergies should contact CATZ before ordering because CATZ handles multiple ingredients within its food-production environment.
14. Customer Unavailable for Delivery
Customers are responsible for ensuring that:
If the delivery team cannot complete delivery because the customer:
CATZ may treat the delivery attempt as fulfilled to the extent permitted by applicable law.
Because food is fresh and perishable, a full refund may not be available in these circumstances.
A new delivery attempt, if possible, may be subject to an additional delivery charge.
15. Incorrect Delivery Information
CATZ is not responsible for delays or failed delivery caused by materially incorrect information supplied by the customer.
Customers should check their:
before confirming an order.
If you notice an error after placing the order, contact CATZ as soon as possible.
16. Delivery Delays
CATZ will make reasonable efforts to deliver within the selected delivery period.
Occasional delays may occur because of circumstances such as:
A reasonable delivery delay does not automatically result in a refund.
However, if CATZ is unable to fulfil the order or a significant delay materially affects the purpose of the order, the matter will be reviewed fairly based on the circumstances.
17. CATZ Cancelling an Order
In exceptional circumstances, CATZ may need to cancel an order because of:
If CATZ cancels an order that has already been paid and no suitable alternative is agreed with the customer, the applicable amount paid for the cancelled order will be refunded.
18. Refund Method
Where a monetary refund is approved, CATZ will normally return the refund to the original payment method used for the order.
For card payments processed through Stripe, the refund will normally be submitted back through the payment processing system.
CATZ may require reasonable information to verify the order and refund request before processing it.
19. Refund Processing Time
Once CATZ approves and processes a refund, the time required for the funds to appear in the customer’s account may depend on the bank, card issuer or payment provider.
CATZ’s internal target for submitting approved refunds will be:
XYZ business days
After CATZ submits the refund, additional bank or payment-provider processing time may apply.
20. Promotional Codes & Discounts
Where an order was purchased using a discount, promotional code or voucher, any refund will generally be based on the actual amount paid for the affected item or order.
Promotional discounts do not normally have a separate cash value.
Where an entire qualifying order is refunded, any promotional benefit associated exclusively with that purchase may also be cancelled.
21. Refunds for Part of an Order
If a problem affects only one part of an otherwise correctly fulfilled order, any refund or remedy may be limited to the affected item or portion of the order.
A problem with one product does not automatically require cancellation or refund of unaffected products.
22. Evidence of an Issue
To help CATZ investigate a complaint fairly, we may reasonably request:
Failure to provide evidence does not automatically remove any statutory consumer right, but sufficient information may be necessary for CATZ to properly investigate a claim.
23. Consumer Rights
Nothing in this Refund & Cancellation Policy is intended to remove or restrict any mandatory consumer right available under applicable laws of the United Arab Emirates.
Where food is defective, unsafe, materially inconsistent with the agreed specification or CATZ otherwise fails to meet an applicable legal obligation, the customer’s statutory rights will apply.
24. How to Request a Cancellation or Refund
For order cancellations, amendments, missing items, quality concerns or refund requests, please contact:
Catering A to Z (CATZ)
Email: sales@cceuae.com
Location: DIP 2, Dubai, United Arab Emirates
Website: cateringatoz.com
Please include:
This will help us review the request efficiently.
25. Policy Updates
CATZ may update this Refund & Cancellation Policy from time to time to reflect changes to our operational procedures or applicable requirements.
The latest version will be published on cateringatoz.com with its updated date.
Business Details
Catering A to Z (CATZ)
Operated by: CCE UAE / XYZ Legal Entity Name
Address: DIP 2, Dubai, United Arab Emirates
Email: sales@cceuae.com
Website: cateringatoz.com
