Last updated: 6 August 2026

1. ABOUT THIS POLICY

This Cancellation & Refund Policy explains how Dragon City (“we”, “us” or “our”), handles changes, cancellations, order problems and refunds. It forms part of our Terms & Conditions. Nothing in this policy limits your statutory consumer rights.

2. CONTACT US AS SOON AS POSSIBLE

For the quickest help, call 0121 702 2474 and have your order number, name and telephone number ready.

Dragon City
186 School Road, Hall Green, Birmingham B28 8PA
Email: dragoncity.bham@gmail.com

If you believe food is unsafe, stop eating it and contact us immediately. In a medical emergency, call 999.

3. CHANGING OR CANCELLING BEFORE PREPARATION

Contact us immediately if you want to change or cancel an order. We will try to help, but changes are not guaranteed.

If we agree to cancel the whole order before the kitchen starts preparing it, we will give a full refund of amounts already paid. If only part of the order is cancelled before preparation, we will refund that part.

A cancellation or change is effective only when a member of staff confirms it. Sending a message, adding an order note or leaving a voicemail does not by itself cancel an accepted order.

4. AFTER PREPARATION HAS STARTED

Freshly prepared takeaway food can deteriorate or expire rapidly and is normally exempt from the general 14-day cooling-off right for distance purchases. We therefore do not normally offer a change-of-mind refund once preparation has started.

This does not affect your rights if the food or service is faulty, unsafe, not as described, missing, incorrect, or not provided with reasonable care and skill.

5. INCORRECT, MISSING, DAMAGED OR UNSATISFACTORY ITEMS

Please report an order problem as soon as reasonably possible, ideally on the same day and before disposing of the food or packaging. Tell us exactly which item is affected and what went wrong.

Depending on the circumstances and your legal rights, we may offer:
• a replacement item;
• a partial refund for the affected item;
• a full refund where the whole order is affected; or
• another appropriate remedy agreed with you.

We will choose a remedy that is fair and proportionate to the problem. We may need to investigate before deciding, but we will not unreasonably delay a valid remedy.

6. FOOD SAFETY AND ALLERGEN CONCERNS

If you receive food that you reasonably believe is unsafe, contaminated, or does not match an allergen requirement that we expressly accepted, stop eating it and call us immediately. Keep the food and packaging safely separated if it is reasonable to do so.

We may ask for the order number, the affected dish, the requirement discussed with us, when symptoms or concerns arose, and photographs or packaging details. This helps us investigate ingredients, supplier labels and kitchen records. We will never require you to consume or handle food that may put you at risk.

Calling us before ordering is essential for an allergy, intolerance or coeliac requirement. A note added online is not confirmation that we can prepare an order safely.

7. LATE DELIVERY OR NON-DELIVERY

Delivery and collection times are estimates. If an order is significantly late, contact us so we can check its status.

If we fail to deliver an accepted order because of our error, we will offer an appropriate replacement, redelivery or refund. If a delay caused by us makes the food no longer reasonably usable for its intended purpose, we will consider an appropriate remedy based on the circumstances.

If delivery fails because the address, postcode, telephone number or access instructions were incorrect, or nobody was available to receive the order, we may charge a reasonable redelivery fee and may be unable to refund food already prepared. We will consider each case fairly.

8. EVIDENCE AND INVESTIGATION

Where safe and reasonable, we may ask you to keep the item and packaging for a short time or provide a photograph. This is to identify the order and investigate the problem, not to create an unreasonable barrier to a refund.

Please do not return food to the shop unless we ask you to. We may refuse claims that are fraudulent, abusive or unsupported where it is reasonable to request basic information, but we will not refuse a valid statutory remedy merely because a photograph is unavailable.

9. HOW REFUNDS ARE PAID

Approved refunds will normally be returned to the original payment method without undue delay. Your bank or payment provider may take additional time to display the credit.

For cash orders, we will agree a reasonable refund method with you. If only part of an order is affected, the refund will normally relate to that part. If the entire order fails because of our fault, any delivery charge paid for that order will also be refunded where appropriate.

10. LOYALTY POINTS, REFERRAL REWARDS AND GIFT CARDS

Where an order is refunded, loyalty points earned from that purchase may be deducted and points redeemed on it may be restored where the system allows. Referral rewards linked to a cancelled or refunded qualifying order may be withheld or reversed.

A refund for an order paid by gift card will normally be returned to the gift-card balance or another method permitted by the checkout system and applicable law. We will not provide the same value twice through both a refund and retained rewards.

11. ORDERS CANCELLED BY US

We may cancel an order if an item is unavailable, an address is outside our delivery area, payment is not authorised, we cannot safely meet an agreed requirement, there is an obvious price or description error, or circumstances outside our reasonable control prevent fulfilment.

If we cancel after taking payment, we will refund the amount paid for the cancelled items. We will contact you using the details supplied with the order where reasonably possible.

12. COMPLAINTS AND YOUR LEGAL RIGHTS

If you are unhappy with how we handled an order or refund, contact dragoncity.bham@gmail.com or call 0121 702 2474. Please include your order number, the date of the order, the issue and the outcome you want.

Food and services must meet the standards required by UK consumer law. Nothing in this policy excludes or restricts rights or remedies that cannot legally be excluded.