1. Introduction

At our restaurant, customer satisfaction is very important to us. This Refund & Order Policy outlines the conditions under which refunds, replacements, or order adjustments may be accepted for meals ordered through our website or delivery service.

By placing an order, you agree to the terms stated in this policy.

2. Eligibility for Refunds or Replacements

Due to the nature of freshly prepared food, refunds or replacements are accepted only under the following conditions:

  • The food delivered is incorrect, missing, or significantly different from the order
  • The meal arrives damaged or compromised during delivery
  • The issue is reported within 2 hours of delivery
  • The order details and proof of issue can be provided

Requests made after the reporting period may not be eligible for review.

3. Non-Refundable Situations

The following situations are generally not eligible for refund or replacement:

  • Change of mind after the order has been prepared or dispatched
  • Food that has been fully consumed or mostly eaten
  • Incorrect orders placed by the customer
  • Issues reported after the allowed reporting period

We encourage customers to review their orders carefully before confirming purchase.

4. Refund Process

If your refund request is approved:

  • Refunds will be processed using the original payment method
  • Processing time may take 5–10 business days depending on the payment provider
  • Delivery charges may not be refundable unless the issue occurred due to our error

5. Order Replacements

In certain situations we may offer a replacement instead of a refund, including:

  • An incorrect dish was delivered
  • The meal arrived damaged or incomplete
  • A preparation issue affected the quality of the food

Replacement orders are subject to availability and operational timing.

6. Order Cancellations

Orders may be cancelled before preparation begins by contacting our support team.

Once an order has entered preparation or has been dispatched for delivery, cancellation requests may not be accepted. Approved cancellations will follow the standard refund processing timeline.

7. Delivery Issues

We are not responsible for delivery delays caused by:

  • Third-party delivery service disruptions
  • Incorrect address or contact details provided during checkout
  • Customer unavailability during delivery attempts

Additional delivery attempts may result in extra delivery charges.

8. Food Quality Commitment

We prepare all meals with fresh ingredients and follow strict quality standards. If you believe your order does not meet our expected quality, please contact us promptly so we can review the situation and assist you appropriately.

9. How to Request a Refund or Replacement

To request a refund or replacement, please contact our support team with the following information:

  • Order number
  • Description of the issue
  • Photos of the food item (if applicable)

This helps us review and resolve your request quickly.

10. Policy Updates

We reserve the right to update or modify this Refund Policy at any time. Any changes will become effective immediately once published on the website.

11. Governing Law

This policy shall be governed and interpreted in accordance with applicable local laws and regulations related to food service and consumer protection.