Refund & Cancellation Policy

We stand behind the quality of every order we deliver. If you are not satisfied with your delivery order, the following terms apply:

• Incorrect order: If you receive items different from what you ordered, contact us within 2 hours of delivery. We will remake and redeliver the correct items at no charge, or issue a full refund.
• Quality issue: If your order does not meet our freshness or quality standards, contact us with a photo within 2 hours of delivery. We will offer a full remake, partial refund, or credit depending on the severity.
• Non-delivery: If your order does not arrive within 90 minutes of placement (standard zone), we will investigate immediately and either redeliver or issue a full refund.
• Change of mind: We cannot accept returns or refunds for orders that have been delivered and are as described. As a food service, all sales are final once delivered.

Delivery order cancellation terms are time-sensitive due to the nature of fresh food preparation:

• Within 10 minutes of placing: Full refund issued automatically.
• 10–20 minutes after placing: 50% refund may be issued at our discretion if preparation has not begun.
• After 20 minutes: Cancellation is not possible once kitchen preparation is underway.

To cancel a delivery order, contact us immediately by phone: +1 (780) 414-8424. Email cancellation requests may not be processed in time due to response delays.

Catering events involve significant advance preparation, ingredient sourcing, and staff scheduling. Our catering cancellation policy reflects these operational realities:

• More than 72 hours before the event: Full refund of deposit and any amounts paid.
• 48–72 hours before the event: 50% refund of the total booked value.
• Less than 48 hours before the event: No refund. The full booking value is retained to cover ingredients purchased, staff committed, and preparation already undertaken.
• Rescheduling: We will accommodate one free rescheduling request made more than 72 hours before the original event date, subject to availability.

To request a refund for a delivery order or catering booking:

1. Email unlockspace@gmail.com with your order confirmation number, the reason for the request, and any supporting photos if applicable.
2. Our customer service team will acknowledge your request within 4 business hours.
3. Approved refunds are processed within 5–7 business days back to the original payment method.
4. For urgent issues with a delivery in progress, please call +1 (780) 414-8424 directly.

We resolve the majority of refund requests within 24 hours of receipt. Our goal is always to find a fair resolution that maintains your trust in Unlockspace.

We recognise that exceptional circumstances arise. The following situations will be handled with additional flexibility at our discretion:

• Severe weather or natural events: If extreme weather (blizzard, flooding) prevents delivery or attendance at a catered event, we will offer full rescheduling at no penalty, or a full refund.
• Medical emergency: If a genuine medical emergency prevents attendance at a catered event, please provide documentation and we will review the refund request with compassion.
• Our error: If an error on our part results in an unusable service (wrong venue, kitchen failure, etc.), a full refund will be issued without question.

For any dispute not resolved under this policy, you may contact the Alberta Consumer Protection Branch or refer to the dispute resolution process described in our Legal Notice.