Cancellation Policy

1. Introduction

This Cancellation & Refund Policy applies to orders, reservations, bookings, and other services placed through our restaurant website. We want our customers to have a clear understanding of when an order or booking can be cancelled and when a refund may be available.

By placing an order or making a booking through our website, you acknowledge that you have read and understood this Cancellation & Refund Policy.

Because food products are prepared specifically for individual orders, cancellation options may depend on whether preparation of the order has already started.

2. Order Cancellation

Customers may request cancellation of an order as soon as possible after placing it. Cancellation requests should be made through the available contact method provided by the restaurant.

An order may be cancelled without a cancellation charge if the request is received before the restaurant has started preparing the order and the cancellation can reasonably be processed.

Once an order has entered preparation, cancellation may not be possible because ingredients may have already been prepared or the food may already be in production.

Customers are therefore encouraged to review their order carefully before completing the checkout process.

3. Cancellation After Food Preparation

Once food preparation has started, we may not be able to cancel the order or provide a refund because the food is prepared specifically according to the customer's order.

This may also apply to customized meals, special preparation requests, large orders, catering orders, party orders, and other products prepared specifically for a customer.

If you need to cancel an order, please contact us as quickly as possible after placing it so that we can determine whether cancellation is still possible.

4. Incorrect or Missing Items

If you receive an incorrect item, missing item, or an item that does not match your confirmed order, please contact us as soon as possible after receiving the order.

Our team may request order details, photographs, or other information to understand and verify the issue.

Depending on the circumstances, we may offer a replacement, correction, refund, credit, or another appropriate resolution.

5. Food Quality Concerns

Customer satisfaction is important to us. If you have a genuine concern regarding the quality, condition, or preparation of an item received from us, please contact our team promptly.

We may review the complaint and ask for relevant order information so that our team can investigate the matter.

After reviewing the issue, we may provide an appropriate solution depending on the circumstances, which may include replacement, refund, store credit, or another suitable resolution.

6. Delivery Orders

For delivery orders, customers are responsible for providing a complete and accurate delivery address, phone number, and other required information.

If an order cannot be delivered because the address provided is incorrect, the customer is unavailable, access to the location is not possible, or the customer refuses to accept the order, the order may not be eligible for cancellation or refund.

Delivery times are estimates and may be affected by traffic, weather, order volume, preparation time, location, technical issues, or other circumstances.

7. Cancellation by the Restaurant

In certain situations, we may need to cancel an order or booking. This may happen because of product unavailability, operational difficulties, technical problems, unexpected circumstances, or other reasons that prevent us from fulfilling the order.

If we cancel a prepaid order before it has been fulfilled, an applicable refund may be initiated to the original payment method, subject to the payment provider's processing timelines.

We will make reasonable efforts to inform the customer when an order or booking needs to be cancelled.

8. Table Reservation Cancellation

Customers may request cancellation or modification of a table reservation by contacting the restaurant or using the available booking functionality on our website.

Reservation cancellation terms may depend on the type of reservation, number of guests, date, time, special arrangements, or any advance payment associated with the reservation.

For large groups or special events, different cancellation conditions may apply and will be communicated where applicable.

9. No-Show Policy

If a customer makes a reservation and does not arrive at the scheduled time without notifying the restaurant, the reservation may be treated as a no-show.

Depending on the reservation and any applicable advance payment or special arrangement, a no-show may not be eligible for a refund.

Customers are requested to contact the restaurant as early as possible if they are unable to attend their reservation.

10. Large & Catering Orders

Large orders, catering orders, party orders, corporate orders, and orders involving special preparation may require advance confirmation and preparation.

Cancellation or modification of such orders may be subject to different terms depending on how much time is required for preparation and whether ingredients or other resources have already been arranged.

Any special cancellation conditions applicable to a large or customized order may be communicated to the customer before confirmation.

11. Refund Eligibility

Refunds are considered based on the circumstances of each cancellation or complaint and the status of the order or booking at the time the request is received.

A refund may be considered where an order is cancelled before preparation, where the restaurant is unable to fulfil a prepaid order, or where an eligible issue with an order has been verified.

Refunds may not be available for orders that have already been prepared, consumed, delivered correctly, or cancelled after preparation has started, except where required by applicable law or determined appropriate by the restaurant.

12. Non-Refundable Situations

Depending on the circumstances, refunds may not be available for the following situations:

• Cancellation after food preparation has started.
• Customer is unavailable to receive a delivery.
• Incorrect or incomplete delivery information provided by the customer.
• Customer refuses to accept a correctly prepared order.
• Food has already been consumed or partially consumed.
• No-show for a reservation where applicable.
• Cancellation of a customized or special-preparation order after preparation has started.

13. Refund Process

Where a refund is approved, it will generally be processed through the original payment method used for the transaction.

The time required for the refund to appear in the customer's bank account, card, wallet, or other payment method may depend on the payment gateway, bank, card issuer, or financial institution.

We are not responsible for delays caused by banks, payment gateways, card networks, or other third-party payment providers.

14. How to Request a Cancellation or Refund

To request a cancellation or refund, customers should contact our restaurant team using the contact details available on our website.

Please provide the relevant order number, booking reference, registered phone number or email address, and a brief description of the cancellation or issue.

Providing complete information helps us review and resolve your request as quickly as possible.

15. Verification of Complaints

We reserve the right to verify cancellation, refund, delivery, or food quality complaints before approving any refund or replacement.

Verification may include reviewing order details, payment records, preparation information, delivery records, photographs, customer communication, or other relevant information.

16. Fraudulent or Repeated Claims

We reserve the right to investigate repeated, suspicious, fraudulent, or misleading cancellation and refund requests.

Where there is reasonable evidence of misuse of the cancellation or refund process, we may refuse a request or restrict access to certain website services, subject to applicable law.

17. Unforeseen Circumstances

In circumstances outside our reasonable control, including severe weather, natural disasters, power failures, technical problems, government restrictions, transportation disruptions, or other unforeseen events, orders or bookings may need to be delayed, modified, or cancelled.

In such situations, we will make reasonable efforts to communicate with affected customers and determine an appropriate solution based on the circumstances.

18. Changes to This Policy

We may update this Cancellation & Refund Policy from time to time to reflect changes in our services, ordering process, booking system, business practices, or applicable legal requirements.

Any updated version will be published on this page. Customers are encouraged to review the policy before placing an order or making a booking.