I was charged after skipping or pausing my plan

If you were charged for a week you skipped or paused, this is usually because the skip or pause was submitted after your cutoff time for that week.

Once an order passes its cutoff, it is locked and processed — skipping or pausing after that point does not prevent the charge for that delivery.

Why does this happen?

CookUnity processes each order at your weekly cutoff time. Depending on your delivery zone, your cutoff usually happens 4 to 6 days before your delivery day at 12:00 PM local time.

After cutoff, your order enters our preparation cycle. Because every meal is made from scratch, this timeline gives our chefs, marketplace teams, logistics partners, and fulfillment centers the time needed to prepare your order with freshness, quality, and consistency.

Once your order is processed:

• Our chefs receive the information they need to prepare for upcoming kitchen days.
• Marketplace readiness begins, including ingredient planning, kitchen schedules, and supply availability coordination.
• Integrations with operational partners are triggered, including third-party logistics providers.
• Your meals move through the full production cycle: preparation, cooking, cooling, plating, and sealing.
• Fulfillment centers prepare to pack and organize each individual order for delivery.

Because this process begins immediately after cutoff, changes submitted after your cutoff time may not apply to the order already being prepared.

This includes:

• Skipping an order
• Pausing your plan
• Updating your delivery day or address
• Adjusting your plan size

This means: Any skips or pauses submitted after cutoff will apply to future weeks only. (e.g if you skipped on Monday but your cutoff was Sunday night, the charge for that week is still valid.)

I submitted my skip or pause before cutoff — but I was still charged

If you're confident you acted before the cutoff and were still charged, we want to look into it. We invite you to Contact our Customer Experience team and include:

• The delivery week and charge amount (e.g., $125 for the week of June 2)
• The date and time you submitted the skip or pause
• Whether you received a skip or pause confirmation email
• A screenshot of the charge, if available
• Our team will review your account and, if applicable, issue a credit or refund. Resolution times may vary.