Cancellations and refunds

Changing or cancelling an order

Before acceptance, use the cancellation function on the secure order-tracking page. After acceptance, contact the restaurant immediately. The restaurant may refuse cancellation if preparation or delivery has progressed so far that stopping it would cause unreasonable loss or food waste.

If the restaurant cannot fulfil the order

The restaurant will inform the customer, cancel the unavailable part or entire order and refund any amount charged for what is not supplied. If practical, the restaurant may offer a new time or alternative, but it is used only with the customer’s agreement.

Incorrect, missing, damaged or materially delayed order

The remedy depends on the defect and circumstances. Available remedies may include:

• Correcting or replacing the affected item where this can be done within a reasonable time.
• A proportionate price reduction.
• A partial or full refund when correction is not possible or appropriate.
• Compensation for proven direct loss where required by applicable law.

How to report a problem

Contact the restaurant without undue delay. Include the order number, contact details, a clear description and any useful photographs. Contact mezehouse.fi@gmail.com

How refunds are made

For an unpaid pickup or delivery order, no payment refund is needed. If the customer has paid at the restaurant or on delivery, the restaurant agrees the practical refund method directly with the customer.

Refund processing time

The restaurant initiates an agreed refund without undue delay after the right amount and recipient have been verified. Bank, card and payment-provider processing can add time outside the restaurant’s control.

Withdrawal right for food and dated services

Restaurant meals are normally prepared for a specific order and can deteriorate rapidly. A general 14-day withdrawal right therefore does not usually apply to such food orders. Restaurant or catering services agreed for a specific date or period may also fall outside the statutory withdrawal right. This does not remove rights relating to a defective, missing, late or incorrectly supplied order.

Unresolved disputes

If the matter cannot be resolved directly, a consumer may contact Finnish Consumer Advisory Services and, where applicable, submit the matter to the Consumer Disputes Board.