Refund & Cancellation Policy
Last updated: October 13, 2026
We want every HomeTaste experience to be a great one. This Refund & Cancellation Policy explains when refunds or cancellations are available for our dining, catering, tiffin, and student meal services. It works alongside the rights Ontario consumer law gives you.
1. Your Rights Under Ontario Law
Nothing in this policy takes away any right you have under the Consumer Protection Act, 2002 (Ontario). Where that law gives you a right to cancel, you can cancel by giving us written notice by email to info@hometaste.ca or in person at either location, and we will not charge you a cancellation fee or reduce your refund because you used that right.
If you think we have handled a cancellation or refund unfairly, contact us first. You can also file a complaint with Consumer Protection Ontario at 1-800-889-9768.
2. Online Orders & Takeout
Once a food order has been prepared, it is non-refundable, because freshly cooked food cannot be resold. If you need to cancel an online order, please contact the location as soon as possible. If preparation has not yet begun, we will cancel it and issue a full refund.
If your order is incorrect, missing items, or does not meet quality expectations, please contact us the same day with your order details and we will make it right with a replacement or refund.
Pickup-only: HomeTaste is not responsible for orders that are not collected within a reasonable time. Please confirm your pickup location and time when ordering.
3. Catering Orders
Catering requires advance booking and a deposit where your written quote states one. Deposits are refundable if you cancel before the cancellation deadline on your quote. After that deadline, deposits may be non-refundable because ingredients, staffing, and equipment have been committed to your event.
Final guest counts must be confirmed by the deadline in your quote. Reductions after the final-count deadline may not reduce the total price, since food is ordered and prepared to the confirmed count.
If you cancel using a right given to you by Ontario consumer law, your deposit and any payments are returned as the law requires.
4. Tiffin Service
Tiffin meal plans are prepaid on a per-meal or plan basis. If you need to pause or cancel your plan, please notify us at least 24 hours in advance of the next scheduled meal.
Prepaid meals that have not yet been prepared can be carried forward or refunded. Meals that have already been prepared are non-refundable.
5. Student Meal Plans
Student meal plans follow the same prepayment and scheduling rules as our tiffin service. Unused, unprepared meals remain eligible for refund or carry-over, and prepared meals are non-refundable.
6. Gift Cards
Gift cards are sold and redeemed in person at our Kitchener and Waterloo locations. They have no expiry date, we do not charge activation, service, or dormancy fees, and their value never reduces over time. Gift cards are non-refundable, cannot be exchanged for cash, and cannot be used for online orders, except where the law requires otherwise.
In-store only: Gift cards are purchased and redeemed at our Kitchener and Waterloo locations only. If a card is lost or stolen, contact us with your proof of purchase and we will help where we can.
7. Orders Through Delivery Platforms
Orders placed through DoorDash or Uber Eats are contracts with those platforms, and their refund and cancellation rules apply. Please raise missing, incorrect, or quality issues through the platform you ordered from, and let us know as well so we can follow up on our side.
8. How to Request a Refund
To request a refund or cancellation, contact the HomeTaste location where your order was placed, or email info@hometaste.ca, with your order or invoice number. Refunds are issued to the original payment method within 5 to 10 business days of approval. Please keep your receipt or order confirmation.
9. Quality, Allergen & Dietary Concerns
If a dish does not match what you ordered, or you have a concern about allergens or dietary information, contact us the same day. We will investigate, explain what happened, and offer a replacement or refund where appropriate. If you have a food allergy, please tell us before you order so we can advise you.
10. Exceptions
We handle each request individually and may make exceptions in cases of illness, emergency, or other extenuating circumstances. Please reach out and we will do what we can.
11. Changes to This Policy
HomeTaste may update this Refund & Cancellation Policy from time to time. The latest version will always be posted here with a revised 'Last updated' date.