Effective date: 25 October 2026
1. IMPORTANT PRINCIPLE
Our Haleem and naan are freshly prepared and perishable. Please contact us immediately if you need to change or cancel an order. We will help where reasonably possible, but cancellation is not guaranteed after we have accepted the order, bought ingredients specifically for it or begun preparation.
Your statutory rights remain unaffected where food is faulty, unsafe, materially misdescribed or not supplied as agreed.
2. STANDARD ORDERS
Before acceptance, you may ask to cancel without charge. After acceptance but before preparation begins, we will normally allow cancellation and refund the amount paid. Once preparation has started or a courier has been requested, we may be unable to cancel or may deduct reasonable costs already committed.
Because preparation timing varies with demand, contact us promptly rather than relying on a fixed cancellation window. We will confirm whether the change or cancellation has been accepted.
3. NAAN, ADVANCE ORDERS AND CATERING
Naan has no minimum order but must be ordered with haleem, and homemade naan requires at least 8 hours’ notice. Catering normally begins at 15 portions. These orders may require advance purchasing and reserved production capacity.
The quotation or confirmation for a large order may specify a deposit, payment deadline, final-number deadline and cancellation schedule. If you cancel after those agreed deadlines, we may retain a deposit or deduct reasonable non-recoverable costs. If no special schedule was agreed, we will assess the work and costs already committed and explain any deduction.
4. INCORRECT, MISSING, DAMAGED OR UNSAFE FOOD
Tell us as soon as possible, preferably on the day of delivery. Include your name, order number, a description and photographs where appropriate. Keep the food and packaging until we advise whether they are needed for review. Do not eat food you reasonably believe is unsafe.
After assessment, an appropriate remedy may include replacing the affected item, refunding it, providing a partial refund or issuing a full refund. A preference difference alone is not normally a fault where the food matches its description.
5. LATE OR UNSUCCESSFUL DELIVERY
If a delay is significant, contact us or the marketplace used for the order. We assess refunds based on the length and cause of the delay and whether the food remained safe and usable.
A refund may not be available where delivery fails because the address, postcode, telephone number or access instructions supplied were incorrect, or nobody was available after reasonable attempts to deliver and contact you.
If Haleem Rush cancels an accepted direct order, we will refund the amount paid for the cancelled items and any applicable direct-delivery charge.
6. DELIVEROO AND UBER EATS
Refund requests for marketplace orders should normally be submitted through Deliveroo or Uber Eats because the platform processed the payment and controls its refund procedure. We will cooperate with reasonable investigations.
7. REFUND METHOD AND TIMING
Approved direct-order refunds are returned to the original payment method. Banks and payment providers control the time taken for funds to appear. We will process an approved refund without unreasonable delay and notify you when submitted.
8. HOW TO CONTACT US
Email contact@haleemrush.co.uk with your order number and the best telephone number for reaching you.