Refund Policy

1. Cancellation Refunds

Refunds for customer-initiated cancellations are governed by our Cancellation Policy. Refund amounts depend on how much notice is given before the booking date. Platform service fees are non-refundable unless the cancellation is due to a chef's failure to perform.

2. Eligible Refunds

A full refund (including the platform service fee) will be issued in the following circumstances:

• The chef cancels the booking
• The chef fails to attend the booking without prior notice
• The service is materially different from what was represented in the chef's profile
• A documented food safety failure occurs
• Technical errors on the Platform result in a double charge

COQUUS will investigate all refund requests and make decisions in good faith based on the information provided.

3. Non-Refundable Items

The following are not eligible for refunds:

• Bookings cancelled with less than 24 hours' notice by the customer
• Customer no-shows
• Dissatisfaction with service quality where the chef performed broadly as described
• Ingredient costs already purchased by the chef prior to a late cancellation
• Platform service fees in standard cancellation scenarios

4. How to Request a Refund

To request a refund:

• Contact COQUUS at info@coquus.se within 7 days of the booking date
• Include your booking reference number
• Describe the reason for the refund request
• Provide any supporting documentation (photos, messages, etc.)

Refund requests submitted more than 7 days after the booking date will only be considered in exceptional circumstances.

5. Refund Processing Time

Approved refunds are returned to the original payment method within 5–10 business days. The exact timing depends on your bank or card provider. COQUUS will confirm by email when a refund has been processed.

6. Disputes

If you disagree with a refund decision:

• You may request a review by emailing info@coquus.se with additional information
• COQUUS will review the case and provide a final decision within 10 business days

COQUUS's final refund decisions are binding. Initiating a chargeback through your bank without first contacting COQUUS may result in account suspension.

7. Chargebacks

If a customer initiates a chargeback with their bank, COQUUS reserves the right to suspend the customer's account pending investigation and to recover any funds awarded to the customer by the chargeback if COQUUS determines the claim was not valid.

8. Contact

For refund enquiries, contact our support team at info@coquus.se.