Refunds & Cancellations

1. When THENU or a partner is at fault

You are refunded in full. Always. This covers:

• A meal, pickup or laundry collection that never arrived.
• A driver who did not appear, or arrived unusably late.
• Food that arrived spoiled or wrong beyond the customisation you chose.
• Laundry lost or damaged by the partner.
• An event cancelled by THENU.
• A booking we cancelled for any reason.

You do not need to prove intent or negotiate. Report it (photos help but are not required) and we resolve it. We recover from the partner ourselves — that is our problem, not yours.

2. Timelines

3. When you change your mind

Meal plans

• Before the plan starts: full refund.
• Individual meals: skip them free with 24 hours' notice; the meal moves to a later day inside your plan window rather than being lost.
• After the plan starts: cancelling forfeits the remaining meals. This is the kitchen's condition and is shown, with a required acknowledgement, before you pay. If you cancel because of a service failure, section 1 applies instead.
• Trial meals cannot be cancelled once ordered — a single meal is cooked immediately.

Airport transfers

• More than 12 hours before pickup: full refund.
• Under 12 hours: the driver may already be committed; we will try, and will always refund if the driver had not yet been dispatched.
• Flight delays are never your fault. Tell us and we move the booking at no cost.

Laundry

• Free cancellation any time before collection.

Events

• More than 7 days before: full refund.
• Within 7 days: tickets are non-refundable but transferable — send us the name of the student taking your place.
• Cancelled by THENU: full refund, automatically.

4. Third-party services

Mobile plans and similar third-party services are sold and billed by the provider under their own terms; refunds are theirs to give. If you are stuck, tell us anyway — we will chase them with you.

5. How to request

Email support@thenu.app, message us on WhatsApp, or use Report an issue on the booking in the app. Include the booking reference. One message is enough — you should never have to chase us twice.

6. If you disagree with our decision

Reply and ask for it to be escalated to the founder, who reviews every disputed decision personally. If you are still unsatisfied, you retain every right you have under UAE consumer protection law; nothing in this policy removes them.