Refund Policy
Effective Date: June 2026
Cloudelle Hospitality Services Limited is committed to providing quality food, services and member experiences.
This Refund Policy explains when refunds may be available.
Food Orders
Due to the nature of freshly prepared food products, refunds are generally not available once an order has been prepared or collected.
However, refunds or credits may be provided where:
- The wrong item was supplied
- An item is missing from the order
- The product received is not of acceptable quality
- The order cannot be fulfilled
- The order was cancelled by Cloudelle
Delivery Issues
Where a delivery issue occurs due to an error on Cloudelle's part, we may offer:
- A replacement order
- Wallet credit
- Partial refund
- Full refund
The remedy offered will depend on the circumstances.
Order Cancellations
Orders may only be cancelled before preparation begins. Once food preparation has started, cancellation requests may not be eligible for refunds.
Membership Fees
Membership payments are generally non-refundable after the billing cycle has commenced. Refund requests may be considered where:
- Duplicate payments occurred
- Billing errors occurred
- Required by applicable consumer protection laws
Wallet Credits
Wallet balances, promotional credits and referral rewards:
- Cannot be exchanged for cash
- Cannot be transferred to another account
- May expire where indicated
Unused promotional credits are generally non-refundable.
How To Request A Refund
Please contact:
- Email: stay@cloudelle.ie
- Support: 0899 517 141
Please include:
- Order number
- Date of purchase
- Description of the issue
- Supporting photographs (if applicable)
Processing Time
Approved refunds are typically processed within 5–10 business days depending on the payment provider.
Cloudelle Hospitality Services Limited reserves the right to investigate refund requests before approval.
Need help with a refund?
Cloudelle Hospitality Services Limited
Email: stay@cloudelle.ie
Support: 0899 517 141
First Floor, Unit 136A, Slaney Close, Dublin Industrial Estate, Glasnevin, Dublin 11, D11 V20F, Ireland
