Our terms, in plain English.

Last updated 28 October 2026

01Who we are

These terms apply to every order placed on prendys.com. They are between you and Prendy's, the business that prepares and delivers your food.

By placing an order you agree to these terms. Please read them, along with our privacy policy and allergen chart.

02Ordering and our weekly cycle

• We cook to order each week. Orders for a Tuesday delivery close at 12pm (UK time) on the Friday before. The countdown on our homepage shows exactly how long is left.
• You can choose any of the next three delivery Tuesdays at checkout.
• You need an account to pay, so we can show you your order and its progress.
• Your order is accepted when payment succeeds and you see your order reference. We'll show its progress in "My orders" as each step is done.
• If we can't fulfil an order (for example a supplier lets us down), we'll tell you as soon as we can and refund you in full for anything we can't supply.

03Weekly boxes

Our weekly boxes (Starter, Pro and Family) are a fixed number of meals at a fixed weekly price, with free delivery. Each box is a one-off order for one delivery. We don't take repeat payments: if you'd like a box every week, you order each week. Sides and Sky Juice drinks are charged on top. A Solo Box is priced per item and has a £5.99 delivery charge, shown before you pay. Your first order is delivered free, whichever box you choose.

04Prices and payment

• Prices are in pounds sterling and include VAT where VAT applies. The total you pay, including any delivery charge, is shown before you pay.
• Payment is taken in full at checkout. Card payments are processed securely by Stripe. We never see or store your full card details.
• If a price on the site is clearly wrong, we'll contact you before we cook. You can then pay the right price or cancel for a full refund.
• Rep codes and links only show who recommended us. They never change your price.

05Delivery

• We deliver nationwide across mainland UK on Tuesdays between 9am and 6pm. We can't give a timed slot.
• Your food travels chilled in insulated, sealed packaging. Please be available to take it in, or give clear safe-place instructions in your delivery notes.
• Chilled food left out for a long time can become unsafe. If your box was left somewhere warm, has been out for many hours, or arrives warm to the touch, don't eat it. Photograph it and contact us the same day.
• If the address or phone number you gave is wrong, or nobody can take the box and there's no safe place, we may not be able to redeliver or refund.
• If your delivery is late or doesn't arrive, contact us and we'll put it right with a redelivery, a credit or a refund.

06Changes, cancellations and refunds

• Before Friday 12pm: email us with your order reference to change or cancel. A cancelled order is refunded in full to your card.
• After Friday 12pm: we've bought ingredients and are cooking for your order, so we can't cancel it. Our meals are perishable and made for you, so the usual 14-day cancellation right for online orders doesn't apply to them.
• This doesn't affect your legal rights. If food is faulty, unsafe, not as described, missing or very late, contact us within 48 hours of delivery (with photos where possible) and we'll offer a replacement, credit or refund.
• Refunds go back to the card you paid with, usually within 5 to 10 working days of us processing them.

07Storing, heating and allergens

• Put meals in the fridge (0 to 5°C) as soon as they arrive and eat them by the use-by date on the label. Don't refreeze anything that has thawed.
• Reheat until piping hot all the way through, following the instructions on the label.
• Sky Juice drinks arrive chilled. Freeze them for 24 hours for the classic frozen treat, or drink chilled by the date on the pouch.
• Allergens are shown on every item before you buy and in our allergen chart. Our kitchen handles all 14 major allergens, so we can't rule out cross-contact. If you have a severe allergy, contact us before ordering at chef@prendys.com.
• Vital Vybez dumplings and Kenny's patties are made by our partner kitchens. Their allergen information comes from those makers.

08Your account

You can update your details, change your password, download your data or delete your account at any time from My account → Account & privacy. Keep your password private. You're responsible for orders placed from your account. Tell us straight away if you think someone else has used it. We may close accounts used for fraud or abuse.

09Our responsibility to you

We're responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill. We're not responsible for loss that isn't foreseeable, or for business losses. Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law doesn't allow us to limit, including your rights under the Consumer Rights Act 2015.

10Complaints

If something isn't right, email orders@prendys.com with your order reference. We aim to reply within two working days and to resolve complaints within 14 days. If you believe a meal has made you ill, or caused an allergic reaction, contact us straight away so we can check the batch and protect other customers.

11Changes to these terms and the law

We may update these terms, for example when the law changes or we add features such as our app. The version shown when you order applies to that order. These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you can also bring claims in your local courts.