Refund Policy

Effective Date: 25/07/2025

Last Updated: 25/07/2025

At Toast Bar, we strive to deliver a high-quality experience both at the bar and through our order and pay app. This Refund Policy outlines when you may be eligible for a refund and how to request one.

If you have any questions, please contact us at:
📧 info@toastleeds.co.uk

1. IN-VENUE PURCHASES

All orders placed at Toast Bar, whether at the bar or via our order and pay app, are considered on-premises purchases. Under UK consumer law, these transactions are generally not subject to the same "cooling-off" cancellation rights as online distance sales.

However, we are committed to resolving any genuine issues fairly.

2. ELIGIBILITY FOR REFUNDS

Refunds may be considered in the following circumstances:

2.1. Incorrect Item Received

If you receive the wrong item(s), please notify a member of staff immediately. We will aim to:

  • Replace the item promptly, or

  • Offer a refund for the incorrect item.

2.2. Missing Item from Your Order

Please alert our team as soon as possible. We will:

  • Serve the missing item promptly, or

  • Refund the value of the item if it cannot be fulfilled.

2.3. Quality Issues

If an item is not up to standard (e.g. undercooked, spoiled, or unsatisfactory), please raise the issue with a member of staff at the time of service. We may offer:

  • A replacement item, or

  • A partial or full refund, depending on the circumstances.

2.4. Technical Errors

If a technical fault with the app or payment system causes you to be charged incorrectly, we will issue a refund once verified.

3. NON-REFUNDABLE CIRCUMSTANCES

We do not offer refunds in the following situations:

  • Change of mind after placing an order

  • Customer error when ordering (e.g. ordering the wrong item)

  • Late arrival or no-show at the venue after placing a time-sensitive order

  • Failure to inform staff of an issue at the time it occurred

4. HOW TO REQUEST A REFUND

If you believe you are entitled to a refund, please:

  1. Speak to a member of staff during your visit (preferred and fastest method), or

  2. Contact us by email at info@toastleeds.co.uk within 48 hours of your order, including:

    • Order details (date/time, items ordered)

    • The issue you experienced

    • Supporting evidence (e.g. photos or screenshots, if applicable)

We aim to respond within 3–5 working days.

5. REFUND METHOD

If approved, refunds will be processed:

  • To the original payment method

  • Within 5–10 working days, depending on your bank or card issuer

Cash refunds are not issued for app-based transactions.

6. YOUR CONSUMER RIGHTS

This Refund Policy does not affect your statutory rights under the Consumer Rights Act 2015. You are entitled to products that are:

  • Of satisfactory quality

  • As described

  • Fit for purpose

If these rights are not met, you may be entitled to a repair, replacement, or refund.

7. CONTACT US

For any questions or complaints, please contact:

Toast Bar
📍 Unit C, West Point, Wellington Street, Leeds, LS1 4JY
📧 Email: info@toastleeds.co.uk