Refund Policy
Last updated: July 3, 2026
OpenKitchen.Food is a directory and technology platform. Every transaction is between the Customer and the independent Cook (home cook, food truck, street vendor, private chef, or caterer), and refund decisions are ultimately at the Cook's discretion, subject to applicable law. This Refund Policy explains how refund and dispute requests are typically handled.
1. Contact the Cook First
If something is wrong with an order — missing items, incorrect items, quality issues, or a late-cancelled pickup — please contact the Cook directly using the phone number on their profile. Most issues resolve in a short conversation.
2. Cancellations by the Customer
- Before the Cook accepts: orders can typically be cancelled for a full refund.
- After the Cook accepts and before preparation begins: partial refund at the Cook's discretion.
- After preparation has begun: refunds are generally not available.
3. Cancellations by the Cook
If a Cook cancels an order after acceptance, the Customer will receive a full refund of the food total. Platform service fees and payment-processor fees may or may not be refunded, depending on the payment processor's rules.
4. Catering Bookings
Catering bookings frequently require ingredient purchases and staffing commitments. Cancellation windows, deposits, and refund terms are set by the Cook and disclosed at booking. Contact the Cook directly to discuss any change requested after booking.
5. Escalation to OpenKitchen
If you cannot reach the Cook or the Cook refuses to resolve a legitimate issue, email hello@openkitchen.food. OpenKitchen may, in its sole discretion, issue a goodwill refund from the Cook's payout. Doing so does not make OpenKitchen the seller of the food and does not modify the disclaimers and hold-harmless provisions set forth in the Terms of Service and Disclaimer & Hold Harmless.
6. Chargebacks
Please attempt to resolve issues through the Cook and OpenKitchen before initiating a card chargeback. Unwarranted chargebacks may result in account suspension.
7. Illness and Safety Incidents
Suspected foodborne illness and allergic reactions should be reported to a medical professional and to the local health department. You may also notify us at safety@openkitchen.food. Reporting an incident does not modify the waiver of claims and hold-harmless obligations set forth in the Terms of Service and Disclaimer & Hold Harmless.
8. Fee Non-Refundability
Except as required by law, OpenKitchen platform service fees and payment processor fees are generally non-refundable.
Directory-Only Platform · Hold Harmless · Assumption of Risk
OpenKitchen.Food ("OpenKitchen," "we," "us," or the "Platform") operates solely as an online directory and technology platform that connects independent home cooks, personal chefs, caterers, and food businesses ("Cooks") with end users ("Customers"). OpenKitchen is not a restaurant, ghost kitchen, commissary, food service provider, manufacturer, distributor, retailer, or seller of food.OpenKitchen does not prepare, handle, package, store, transport, deliver, inspect, test, or warrant any food, ingredient, allergen disclosure, licensing status, health permit, insurance status, or regulatory compliance of any Cook.
All food safety, licensing, permitting, insurance, cottage-food compliance, labeling, allergen disclosure, sanitation, temperature control, and regulatory compliance are the sole and exclusive responsibility of the Cook. Customer expressly acknowledges and assumes all risk arising from ordering, receiving, consuming, or otherwise interacting with any food, beverage, service, or item offered by any Cook through the Platform, including without limitation the risk of foodborne illness, allergic reaction, cross-contamination, injury, illness, or property damage.
To the fullest extent permitted by applicable law, Customer agrees to release, waive, discharge, indemnify, defend, and hold harmlessOpenKitchen.Food, its parent, subsidiaries, affiliates, officers, directors, shareholders, members, managers, employees, contractors, agents, licensors, and successors and assigns (collectively, the "Released Parties") from and against any and all claims, demands, actions, causes of action, suits, proceedings, damages, judgments, losses, liabilities, illnesses, injuries, allergic reactions, foodborne illness, wrongful death, personal injury, property damage, costs, and expenses of any kind or nature (including reasonable attorneys' fees and court costs) arising out of or in any way related to (a) any food, beverage, service, catering, or item offered, sold, prepared, or delivered by any Cook; (b) any interaction between Customer and any Cook; (c) any information posted by any Cook; (d) Customer's use of or inability to use the Platform; or (e) any breach of these terms by Customer.
The Released Parties make no representations or warranties, express or implied, regarding the quality, safety, wholesomeness, freshness, ingredients, preparation, nutritional content, allergen content, legality, licensure, or regulatory compliance of any food or Cook, and disclaim all such warranties to the maximum extent permitted by law, including any implied warranties of merchantability, fitness for a particular purpose, and non-infringement.
Contact
Legal notices: legal@openkitchen.food · General: hello@openkitchen.food