Alēra Complaints & Refunds Policy

Last updated: 26/02/2026

This policy explains how complaints are handled and when refunds or reimbursements may be considered in relation to Alēra’s services.

Alēra is a nutrition coordination and concierge platform. We do not prepare, cook, store, transport, or supply food. Independent chefs and nutritionists deliver services coordinated through Alēra.

1. How to Raise a Complaint

If you have a concern relating to meals, delivery, billing, or the service generally, you must notify Alēra as soon as reasonably possible by emailing:

info@alerahealthapp.com

Complaints should include:

  • a clear description of the issue

  • relevant dates and details

  • supporting evidence where applicable (e.g. photographs of meals)

Complaints raised directly with chefs or nutritionists outside of Alēra are not considered formally received until Alēra has been notified.

2. What Qualifies as a Complaint

Complaints may be considered where there is evidence of:

  • food safety concerns

  • failure to follow declared allergy or dietary requirements

  • delivery issues caused by the chef

  • billing errors made by Alēra

  • failure by Alēra to provide its coordination service

3. What Does Not Qualify as a Complaint

The following do not qualify for refunds or reimbursements:

  • taste, texture, portion size, or personal preference

  • dissatisfaction after consumption

  • meals not eaten by choice

  • issues arising from client storage, reheating, or handling

  • issues caused by inaccurate, incomplete, or outdated information provided by the client

  • delays or issues outside Alēra’s reasonable control

4. Investigation Process

Where a complaint is raised:

  • Alēra will review the information provided

  • the relevant chef or nutritionist may be asked to respond

  • additional evidence may be requested

Alēra reserves the right to determine whether a complaint is valid and what action, if any, is appropriate.

5. Refunds & Reimbursements

a) Membership Fees

Alēra does not refund membership fees for issues arising from the acts or omissions of independent chefs or nutritionists.

Membership fees may only be refunded at Alēra’s discretion where:

  • a billing error was made by Alēra

  • Alēra failed to provide its coordination service

  • exceptional circumstances apply (such as serious illness, bereavement, or emergency)

  • a refund is required by law

b) Chef-Related Issues

Where a complaint relates to meal quality, safety, or preparation and is determined to arise from a chef’s breach, negligence, or failure to comply with food safety obligations, Alēra may, at its discretion:

  • request that the chef reimburse the client directly

  • require the chef to apply a credit or reduction to a future invoice

  • facilitate a partial credit where appropriate

  • determine that no reimbursement is warranted

There is no automatic entitlement to refunds or credits.

c) Nutritionist-Related Issues

Where a complaint relates to nutritionist services, Alēra may investigate and take appropriate action, which may include fee adjustment, reassignment, or other remedies at Alēra’s discretion.

6. Payment Obligations During Disputes

Raising a complaint does not suspend or cancel payment obligations unless Alēra confirms otherwise in writing.

Chargebacks or payment disputes raised without first contacting Alēra may be treated as non-payment.

7. Exceptional Circumstances

In rare and exceptional circumstances — including serious illness, bereavement, or emergencies — Alēra may, at its sole discretion, offer refunds, credits, or service adjustments.

Each case is assessed individually and does not set a precedent.

8. Final Authority

All decisions relating to complaints, refunds, credits, or reimbursements rest with Alēra.

Nothing in this policy limits any statutory rights that cannot be excluded under applicable law.

9. Contact

All complaints and refund enquiries must be directed to:
info@alerahealthapp.com