UcciHelp centre
The answers we give most often. If yours is not here, write to us — we reply within one working day.
Orders and slots
Book a portion, move your collection time, cancel free of charge.
Payments and refunds
Accepted payment methods, the service fee, refund timings.
Cook account
Publishing a dish, managing portions, receiving your payouts.
What people write to us about.
How do I cancel an order?
As long as the cook has not started cooking, cancelling from the order is free. After that the ingredients are bought and the dish is under way, so the order still stands.
The cook cancelled — what now?
You are refunded in full automatically, and the app suggests the dishes still available in the same time slot near you.
I am running late for collection.
Message the cook from the order. After an hour with no news they may do what they want with the dish, and the order is not refunded.
The dish does not match the listing.
Report it from the order within 24 hours, with a photo if you can. We hear both sides and refund all or part when it is warranted.
How are allergies handled?
Every listing shows the ingredients and the fourteen regulated allergens. With a severe allergy, message the cook before ordering: a home kitchen cannot guarantee the absence of traces.
How do I change or delete my account?
In Settings, then Account. Deletion is immediate: invoicing records are kept for the legally required period, everything else is erased within thirty days. See the Privacy page.
Is Ucci available in my city?
We open neighbourhood by neighbourhood, where cooks have already signed up. Add your address in the app to hear when your area opens.
Write to us — a person answers.
Support in English and French, Monday to Saturday, within one working day.