Refunds, cancellations and complaints
Legal information for the FAFFLE super app and Dino’s food ordering. Updated 8 November 2026.
Contact us
For an order issue, email info@faffle.co.uk with the order number and a brief description. For urgent safety concerns or a potential allergen exposure, call 07353 235436 and do not consume the disputed food.
Cancellations
Contact us as soon as possible to request an order change or cancellation. We assess the stage of preparation and any applicable legal entitlement. Freshly prepared food may not carry the standard 14-day cancellation right. This does not affect consumer protection rights where goods or service are faulty or incorrectly provided.
Problems with orders
If food is missing, unsafe, faulty, significantly late, not as described or supplied incorrectly, please contact us promptly. We will investigate and provide an appropriate remedy, which may include replacement or refund depending on the circumstances and your rights.
Refund handling
Where a refund is due, we usually return it to the original payment method. Timing varies by provider and bank. We do not ask customers to provide full card numbers or security codes. For uncertain or duplicate payments we investigate and reconcile the payment before any repeat charge.
Complaints
We acknowledge and investigate complaints as reasonably practicable. Concerns about food safety may also be referred to the relevant local authority. No policy here limits your statutory rights. Last updated: 8 November 2026.