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.
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.
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.
Yes. Enter your voucher code at checkout when you sign up - the discount will be applied to your subscription and shown on your receipt. Some vouchers apply to your first delivery only, some apply for a number of deliveries, and some apply on every delivery going forward. The receipt for each delivery shows exactly what discount was used.
Email us at hello@viva.je with the code and we'll apply it from your next delivery. We can't retro-apply codes to deliveries you've already been billed for, but we can set it up to discount everything going forward (subject to the code's terms - some are one-use, some are ongoing).
We accept all major credit and debit cards, including Visa, Mastercard and American Express, through our secure payment provider CityPay.
Yes. After each charge, we email a receipt that shows your delivery date, meals, any vouchers applied, and the total charged. You can also see a full history of every charge and every meal in your account. If you need a VAT invoice or a formatted receipt for expensing, get in touch and we'll send one over.
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.
