Withdrawal and cancellation policy
When you can cancel an order, how to do it, and why the 14-day withdrawal right does not apply to food.
Last updated: 16 October 2026
1. Who we are
This website and the Sushi Express Kennedy restaurant are run by the company below (“we”, “us”, “our”).
Company registration no. HE 382515
Registered office: Charalambou Mouskou 8, 8010 Paphos, Cyprus
Restaurant: B16 Kennedy Avenue, Nicosia 1076, Cyprus
Phone: 70 001018
Email: info@sushiexpresscy.com
2. In short
- You can cancel free of charge until we start preparing your order. The fastest way is to call 70 001018.
- Once preparation has started, the order cannot be cancelled.
- The 14-day right of withdrawal for online purchases does not apply to freshly prepared food.
- If something is wrong with your order, our Refund policy explains how we put it right.
3. The 14-day right of withdrawal
EU consumer law normally lets you withdraw from an online purchase within 14 days without giving a reason. The law makes exceptions, which are set out in Article 16 of Directive 2011/83/EU and in Cyprus by the Consumer Rights Law of 2013 (Law 133(I)/2013). They cover:
- goods made to your specifications or clearly personalised;
- goods that can deteriorate or expire rapidly;
- sealed goods that are not suitable for return for health or hygiene reasons once they have been unsealed.
Our sushi, hot food and drinks are prepared to order and are highly perishable, so the 14-day right of withdrawal does not apply to orders placed on this website. You can still cancel before preparation starts, as explained below.
4. Cancelling before we start preparing
You can cancel any order free of charge until we start preparing it.
- Orders for as soon as possible: we usually start within minutes, so call us straight away on 70 001018.
- Orders for a later time: we start shortly before your chosen time, so there is normally plenty of time to cancel. Call us or email info@sushiexpresscy.com.
Please give us your order number, your name and the phone number you used. We will tell you whether the cancellation went through. If it did, we refund the full amount, including any delivery fee.
5. When an order can no longer be cancelled
An order cannot be cancelled once:
- we have started preparing it;
- it has been handed to the courier; or
- it is ready for collection.
At that point the food has been made for you and cannot be resold, for food safety and hygiene reasons.
6. If we cancel your order
We may have to cancel an order if an item has run out, your address is outside our delivery area, no courier is available, we have to close unexpectedly, or we suspect fraud. If this happens, we will contact you and refund the full amount you paid.
7. Missed deliveries and uncollected orders
An order is not treated as cancelled, and is not refunded, if delivery fails because the address or phone number was wrong, nobody was available to receive it or it was refused, or if a pickup order was not collected. In these cases the food has already been prepared and sent. See our Refund policy for details.
8. How refunds are paid
Approved refunds go back to the payment method you used. Card refunds usually reach your account within 3 to 10 business days, depending on your bank. If you chose to pay in cash and had not paid yet, there is nothing to pay.
9. Misuse
We may refuse cancellation requests where this policy is being misused, for example repeated late cancellations or suspected fraud.
10. Your legal rights
Nothing in this policy limits your legal rights under Cypriot or EU law. If your food is wrong, missing, damaged or unsafe, you are protected whether or not you could have cancelled. See our Refund policy.
11. Contact and changes
To cancel an order or ask about this policy, call us on 70 001018 or email info@sushiexpresscy.com. We may update this policy. The version on this page when you place your order is the one that applies to that order.