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What to do when a private chef booking goes wrong


Most services run without issues. When something does go wrong — a quality problem, a chef delay, a no-show — there is a clear process to follow. The most important rule: report within 24 hours of service completion. After that window closes, the service is considered delivered and the chef is paid in full.

24-hour window. Once it closes, PCM cannot facilitate a refund — even if the complaint is valid. Do not wait until the next business day.

 During the service

  1. Contact PCM immediately — don't wait until after. Use any 24/7 support channel below. Contacting PCM while the service is in progress gives the best chance of resolution, including finding a replacement chef if needed.
  2. Ask your guest to document the issue. Photos and written descriptions are required for any refund or escalation. Collect them while the service is still in progress — reconstructed accounts filed the next day are much harder to act on.
  3. PCM 24/7 support contacts. 📞 UK +44 808.164.8519 · Toll Free +1 844.905.1243 · US +1 877.831.7281 · 💬 Live chat on your partner dashboard · ✉ partners@privatechefmanager.com

After the service

  1. Email partners@privatechefmanager.com within 24 hours. Include photos, platform messages, and relevant evidence. Be specific about what happened, when, and who was present.
  2. Decide the refund amount. The final call is yours, in dialogue with the chef. PCM facilitates the process — you decide the amount. Refunds come from the chef's 80% payout; PCM's 5% is reduced proportionally.
  3. Notify PCM of your refund decision within 24 hours. After the window closes, the chef is paid in full and no PCM-facilitated refund is possible.
  4. Handle any additional goodwill gestures separately. Vouchers, discounts, upgrades beyond the PCM-facilitated refund are borne by you as the partner. PCM does not cover these.

Common FAQ

What if the chef doesn't show up?

Contact PCM immediately via phone or live chat. PCM will search for a replacement. If none is found, the guest receives a full refund or option to reschedule. Do not attempt to source a replacement yourself.

Can I contact the chef directly to resolve the issue?

No. Keep all communication on the platform via Manage. Off-platform contact undermines the incident record and can complicate dispute resolution.

What if a guest raises a complaint several days after the service?

The 24-hour window is firm. After it closes, PCM considers the service delivered. You can handle a late complaint as a goodwill gesture — but that cost is borne by you, not PCM.

Who decides how much to refund?

You do, in dialogue with the chef. PCM facilitates the mechanics — not the amount.

Are chefs insured in case of property damage?

Chefs work as independent professionals and carry their own insurance. PCM will follow up on any incident. Report within the 24-hour window and document thoroughly.

⭐ Partner Tip — Document Everything in Real Time. The 24-hour window moves fast, especially when a service ends late in the evening. Build a simple incident log into your team's workflow — timestamp, what happened, who was present, photos attached. A complete record filed within the window resolves disputes significantly faster than a reconstructed account submitted the following afternoon.