Cancellation policy

Any order can be cancelled free of charge up to 24 hours before the scheduled delivery time. After that, charges apply as set out below.

1. Cancellation charges

2. Special items

Items purchased specifically for the client (Ladurée macarons, flowers, off-menu products, bespoke recipes) must be cancelled at least 48 hours before delivery. After that, they are charged in full and can be delivered to the client on request.

3. Same-day orders

A same-day order goes into production as soon as it is confirmed. It is charged at 100% if cancelled.

4. Changes

Changes (passenger numbers, dishes, timings) are accepted free of charge up to 24 hours before delivery. After that, we accommodate them where possible. Items already prepared remain chargeable.

5. Flight delay or postponement

If a flight is delayed, we adjust the delivery time according to our availability. A postponement to the next day is treated as a cancellation and a new order, unless the items can be kept safely under food-safety rules. A second delivery is charged at the applicable delivery fee.

6. Flight cancellation

These charges apply whether the flight is cancelled by the operator, the broker or the client. What counts is the time KERA CATERING is notified.

7. How to cancel

Cancellations must be made in writing, by email to [email protected] or by WhatsApp at +971585449260. The time the message is received is the reference time. A cancellation is valid only once we have confirmed it.

8. Refunds

Amounts paid and not owed are refunded within 7 business days, or credited against the next order, as the client prefers.

9. Exceptions

KERA CATERING may grant an exception as a commercial gesture, at its sole discretion.

Last updated: 2026-10-29