Refund & cancellation policy
Prelaunch policy: the operator must confirm the business details and review these arrangements before orders open. This notice does not grant a licence or remove legal responsibilities.
Before preparation begins
Contact us on the published WhatsApp number with your order reference as early as possible. A cancellation requested before the published preparation/preorder cutoff will receive a full refund for the cancelled portion if paid. We will confirm the cancellation and the amount. Please request changes promptly; a submitted request is not confirmation that a delivery instruction or menu change can be met.
Once preparation has started
Meals are freshly prepared for the selected date. A change-of-mind cancellation or alteration may not be possible after the published cutoff or once preparation has begun. We will consider what remains reasonably practicable, including unprepared meals on later dates in a package, and explain any decision and amount retained for a portion already prepared. This restriction does not apply to a valid complaint about unsafe, incorrect, defective, missing or undelivered food, or override mandatory consumer rights.
If Savoré cannot fulfil your order
If we cancel, cannot supply an item or fail to deliver, we will offer the appropriate replacement or refund. You are not required to accept a materially different substitute. Where you choose a refund for the unfulfilled portion, it includes that portion's payment and the applicable delivery charge. Multi-day orders will be assessed by the affected dates and items rather than automatically forfeiting the entire package.
Wrong, damaged or unsafe food
Contact the kitchen promptly, ideally on the delivery day, so that we can investigate and arrange an appropriate replacement, refund or other remedy. Tell us the order reference and the problem. Photographs can help if available, but a photograph, returning unsafe food or making a complaint within 24 hours is not an absolute condition for your legal rights. Do not consume food you believe is unsafe. Retain relevant information if safe and reasonably possible; obtain medical help if needed.
How refunds are processed
We will explain the agreed amount and method before processing. Card refunds normally return through the original payment provider; cash or other agreed refunds will be arranged with the customer. Actual bank/provider processing times vary and will be explained when the refund is initiated. Cancelling an order in the website does not itself issue a payment-provider refund; the operator must process and reconcile it. There is no automatic-refund promise or requirement to accept store credit instead of a refund where the law requires a refund. We will not ask for your CVV, password or internet-banking credentials.
Your legal remedies remain
This policy does not exclude rights or remedies under applicable Sri Lankan law. Contact us first where practical so that we can assist; you may also seek help from the Consumer Affairs Authority or another competent authority. During prelaunch the site does not accept orders until the business details, approvals and policies have been reviewed.