Frequently Asked Questions (FAQ)

Am I eligible for universal free school meals (UIFSM)?:

All pupils in reception, year 1 and year 2 (key stage 1) are entitled to receive a tasty and nutritious school lunch, through the introduction of the government's universal infant free school meals (UIFSM) policy. When registering your child for online ordering please remember to tick the box "Eligible for free school meals or Universal Meal Credits" on the registration form.

Am I eligible for free school meals (FSM)?

Your child might be able to get free school meals if you get any of the following:

  • Income Support
  • income-based Jobseeker's Allowance
  • income-related Employment and Support Allowance
  • support under Part VI of the Immigration and Asylum Act 1999
  • the guaranteed element of Pension Credit
  • Child Tax Credit (provided you're not also entitled to Working Tax Credit and have an annual gross income of no more than £16,190)
  • Working Tax Credit run-on - paid for 4 weeks after you stop qualifying for Working Tax Credit
  • Universal Credit

Please contact your school directly who will be able to help with the process.

What do I do if my child is sick?

You will not be charged for your meal if your child is sick. The school should let us know all absences by the end of the week. If you can see on your account, by Monday of the following week, that you have still been charged for the meal please get in touch using the contact us form and we can organise a credit to be added to your account.

How do I cancel a meal?

For any cancellations in the current week please use the contact us form and a member of our team will be able to cancel the meal for you. For any future weeks you are able to cancel the meals via your account. Please log into your account and unselect the meal by clicking on the circle under the column "N"

Refund policy

If you make a top up to your account you have 14 days to ask for refund back to the card used providing none of the funds have been used for any meals. If your child leaves the school please use the contact us form to advise us. A member of our team will refund any credit on your child’s account to the debit/credit card used to make the original payment. If that is not possible a cheque will be sent to the address registered on the account. Please note funds may take 3 to 5 working days to reach your account.

If you change your mind you can cancel an order prior to each Saturday at midnight for the following week. Past midnight orders are confirmed. If for any reason you would like to cancel your meals past midnight on Saturday please contact us at primary@innovatefood.co.uk and we will do all we can to help. Any orders cancelled past school lunch time on the day will not be refunded as these will have been produced for your child. Any cancelled orders will be credited back to your online account. Any meals not received due to student illness will be credited once we have confirmation of the absence from the school.

If you are not happy with the product which has been provided to your child please contact us at primary@innovatefood.co.uk and we will endeavour to help.

When's the cut off for my order?

All orders for the following week must be placed on the system on Saturday at midnight. If you are a parent that pays for their meals, payment for the following week's meals must also be made by Saturday at midnight. If there are insufficient funds on your account you will be sent a top up reminder email on Thursday afternoon, if no payment is received meals will be cancelled on Saturday at midnight.

Can I order a meal on the day?

Unfortunately we cannot accept any orders after the cut-off point. As all of the meals are cooked fresh, our Catering Managers need enough time to order in the ingredients for the meals.

I can't login what shall I do?

If you have forgotten your login/password please click on the "forgot your password?" link on the homepage and you can be emailed a username/password remainder. Alternatively please use the contact us form and a member of our team will be able to help.

I've forgotten my password

Please click on the "forgot your password?" link on the homepage and you can be emailed a temporary password. Alternatively please use the contact us form and a member of our team will be able to help.

I've moved do I need to let you know?

Please use the contact us form and a member of our team will be able to update your address. It's important you let us know as otherwise this can cause issues when you are trying to process a payment via SagePay.

How do I get in contact with the Chef producing the meals?

Please use the contact us form and a member of our team will be able to put you in contact with our Chef.

Do I have to order meals for the entire week?

No you do not need to order meals for the entire week if you do not want to. Our ordering system is flexible that it allows you to order meals just when you want them rather than having to order for a full month or term.

Why haven't I received an email confirmation?

We do not automatically email your confirmation; however if you would like an order confirmation just click on the envelope icon at the top of the page. This will send you a summary of all of the meals ordered for each day to your registered email address. Please remember to check your junk folder if you do not receive confirmation.

I'm eligible for universal free school meals but I'm being charged for my meals what should I do?

Please use the contact us form and a member of our team will be able to correct this for you.

I'm eligible for free school meals but I'm being charged for my meals what should I do?

Please contact the school who will notify us that your child is eligible for free school meals. We will need the schools confirmation before we can make any changes to the system.

Online payment types accepted

We accept the following card types:

Recurring payments / automatic top-ups

To make everyone's lives easier and to save you logging on every week to pay for meals, we have introduced recurring payments/automatic top ups. Where you have saved a credit or debit card for payment you can select a tick box to authorise a recurring payment/auto top up. This means if you have any meals ordered for the following week and have not paid for your meals by Saturday midnight we will automatically deduct the funds needed for the following one weeks worth of meals. This will give you peace of mind your meals have been paid for the following week and they do no risk being cancelled. You can switch the recurring payment / auto top up function off at anytime by unchecking the tick box in your child’s accounts. If you have any questions or have had a recurring payment or auto top occur that you would like to reverse please contact primary@innovatefood.co.uk