Returns, Cancellations, Refunds & Disputes Policy

1. Returns

All sales are final. Due to the perishable nature of prepared food and applicable health and safety regulations, we do not accept returns on any food products once they have been delivered or picked up.

2. Order Cancellations and Modifications

2.1 Prepared Meal Orders

You may cancel or modify a prepared meal order provided your request is received before the weekly cancellation deadline. The cancellation deadline is Sunday at 12:00 AM (midnight Saturday night) for meals prepared the following week.

Example: If your meals are scheduled for Tuesday preparation, your cancellation or modification request must be submitted no later than 11:59 PM on Saturday.

To cancel or modify, reply to your order confirmation email, email [email protected], or submit a request at elevatedeatsma.com/contact-us.

Customer-initiated cancellations received before the deadline are eligible for a refund of the order amount less a 5% payment processing fee. This fee is withheld from the refund amount and is not charged separately. It reflects the non-refundable transaction fees charged to Elevated Eats by payment processors (Stripe and Venmo) on the original transaction, which are not returned to us when a refund is issued.

Example: On a $100 order, the refund issued would be $95.00.

This processing fee does not apply where Elevated Eats initiates the cancellation due to unavailability, error, or any other reason on our part. In those cases, a full refund will be issued.

Cancellation requests received after the deadline will not be eligible for a refund, as ingredients and preparation will have been committed.

2.2 Catering and Event Orders

All catering and event bookings require a 50% deposit of the estimated event total to hold the date. The event is not confirmed and the date is not held until the deposit is received. The remaining balance and final guest count are due no later than seven (7) calendar days before the event date.

Cancellation Timeline

• More than 30 days before the event: The deposit will be refunded in full, less a 5% payment processing fee to recover non-refundable transaction fees charged by our payment processors on the original payment. The remaining balance is not owed.
• 15 to 30 days before the event: The deposit is forfeited and is not refunded. However, the forfeited deposit may be applied as a credit toward a rebooked event held within six (6) months of the original event date, subject to availability. The remaining balance is not owed. Rebooking credits are non-transferable and have no cash value.
• Fewer than 15 days before the event: The deposit is forfeited and may not be applied as a credit or rebooked. The remaining balance is not owed if the final payment has not yet been made.
• Seven (7) days or fewer before the event (after final payment is due and collected): The full amount paid is non-refundable. At this stage, food, ingredients, and labor have been committed and costs cannot be recovered. Elevated Eats will make every reasonable effort to provide a partial refund representing the amount paid less 50% of the event total and less any actual costs already incurred (ingredients purchased, labor engaged, or other direct expenses). Any such partial refund is a best-effort accommodation and is not guaranteed. To request a last-minute cancellation refund consideration, you must contact us by phone at (508) 205-9382. Requests submitted only by email will not be accepted for last-minute cancellations.
• Where Elevated Eats cancels a confirmed catering booking for reasons on our part: A full refund of all amounts paid will be issued, including the deposit, with no processing fee deducted.

Modifications

Changes to guest count, menu selections, or event date must be communicated as early as possible. We will accommodate modifications where feasible. Guest count and final menu selections are locked at the time final payment is due (seven days prior). We cannot guarantee changes requested after that point.

Non-Payment of Final Balance

Final payment is due no later than seven (7) calendar days before the event date. If final payment is not received by that deadline, Elevated Eats reserves the right to treat the booking as cancelled and release the date. In that circumstance, the deposit will be forfeited in accordance with the cancellation timeline above based on how many days remain until the event. The remaining balance will not be owed, but the date will no longer be held and the event will not be fulfilled. Elevated Eats will make reasonable attempts to contact the client before releasing the date.

3. Refunds

3.1 Payment Processing Fee

A 5% payment processing fee applies to all customer-initiated cancellations and refunds where a refund is approved. This fee is withheld from the refund amount — it is not billed separately. It reflects the non-refundable transaction fees retained by our payment processors (Stripe for card payments; Venmo for Goods & Services payments) on the original transaction. These fees are charged to Elevated Eats regardless of whether a transaction is later refunded, and we pass only the net cost to the customer.

Example: On a $100 order, the refund issued would be $95.00.

The 5% processing fee does not apply to:

• Refunds issued because Elevated Eats cancelled the order or event booking for reasons on our part. In catering cancellations initiated by Elevated Eats, the full deposit and any other amounts paid are refunded with no fee deducted.
• Refunds issued due to a verified food quality concern determined to be within our control.
• Refunds issued due to a verified food safety concern.

In all three cases above, a full refund of the amount paid will be issued.

3.2 Food Quality Concerns

If you receive a meal that does not meet reasonable quality standards, please contact us within 24 hours of delivery or pickup. Refunds for quality concerns are evaluated on a case-by-case basis and are at the discretion of Elevated Eats. Where a refund is warranted, it will be issued in full to the original payment method with no processing fee deducted.

3.3 Food Safety Concerns

If you believe a meal presented a verifiable food safety issue, contact us immediately. If the concern is substantiated, a full refund will be issued with no processing fee deducted. We take all food safety matters seriously and investigate promptly.

3.4 Customer Responsibility

Once a meal has been delivered or picked up, you are responsible for proper storage, refrigeration, reheating, and consumption within the shelf life indicated on the packaging. Refunds will not be issued for quality or safety concerns arising from improper handling or storage after delivery or pickup.

3.5 Refund Processing Timeline

Approved refunds for card payments will be returned to the original payment method and typically process within 5 to 10 business days depending on your card issuer. Approved refunds for Venmo payments will be issued via Venmo to the originating account, or by alternative arrangement if that is not possible.

4. Disputes and Complaints

To submit a refund request, complaint, or dispute, please email [email protected], visit elevatedeatsma.com/contact-us, or call (508) 205-9382. We will review your submission and respond promptly. We are committed to resolving issues fairly and in good faith.

If you are unable to resolve a dispute directly with us, Massachusetts residents may contact the Office of Consumer Affairs and Business Regulation (OCABR) at mass.gov/ocabr or the Attorney General’s Consumer Protection Division at mass.gov/ago.