Refund Policy

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.