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Billing And Payments

I paid after the cut-off – can I still get my delivery?

· By Colm Farrington
The short answer

Maybe - depends on timing. If you paid before midday on the cycle-start day, get in touch immediately and we'll do what we can. Between midday and 1pm, our team is reviewing late payments and deciding case by case. After 1pm, the kitchen has committed to the final order and recovery is rare. In any of those cases, we'll either include you in the delivery, add you to the next one, credit your account, or refund the charge.

The fastest way to reach us in this situation is by email at hello@viva.je with your order number and proof of payment. We’ll come back to you the same day.

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When am I charged for my delivery?

Payments are usually taken around three days before each delivery so we can source the right amount of ingredients for prep and avoid unnecessary food waste. For Sunday deliveries, payments are typically processed on Thursday mornings, and for Wednesday deliveries on Sundays.

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What happens if my payment fails?

We'll retry the charge a few times the same morning. If all retries fail, we'll email you a manual payment link by mid-morning. Pay before midday and we'll do everything we can to keep your delivery on schedule. Pay later than midday and we'll get in touch about your options - adding you to the next delivery, issuing a credit, or refunding the charge. Updating your card prevents this happening for future deliveries.

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Why am I seeing two charges per week?

You're on a split plan - deliveries on both Sunday and Wednesday - and each delivery is billed separately. Your total cost is the same as before; we just charge for each delivery on its own three-days-before-delivery schedule. Single-day customers still see one charge per week. The split layout makes pauses, skips, and refunds cleaner.

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hello@viva.je