1. Introduction

This Refund & Cancellation Policy sets out the official terms for order cancellation, reservation changes and refund applications covering dine-in and takeaway services. This policy complies fully with UK Consumer Rights Act 2015 and official UK food hygiene regulations to ensure fair and transparent service rules for all customers.

2. Qualified Refund Conditions

Customers may apply for full or partial refunds under the following valid circumstances in compliance with local laws and catering industry regulations:

• Food items are unfit for consumption including spoiled, contaminated or expired products violating standard food safety rules.
• Food is served at improper temperature which does not meet basic catering service safety requirements.
• Dishes are improperly cooked and fail to reach standard edible status.
• Received goods are obviously inconsistent with official menu descriptions and cannot be corrected in time.
• Orders are actively cancelled by our store due to ingredient shortage, equipment failure or public health related safety reasons.

All refund claims concerning food safety problems need to be accompanied by valid evidence such as order records and real pictures for official verification.

3. Non-Refundable Situations

Refund requests will not be accepted under the following situations in line with UK consumer protection regulations:

• Personal dissatisfaction with food taste, flavour or texture without actual quality problems.
• Food that has been partially or completely consumed without verified pre-existing quality defects.
• Customer-initiated order cancellation after official food preparation procedures have started. Preparation period officially starts 15 minutes after successful order confirmation.
• Specially customized meals made strictly according to customer personal requirements.
• Allergy or special dietary demands not clearly notified at the time of order submission.
• Refund applications submitted beyond official valid application time limits.

4. Official Application Time Limits

All cancellation applications and refund claims must be submitted within the following valid time periods:

• Dine-in service related issues must be reported directly to on-site staff before leaving the restaurant.
• Takeaway order refund applications shall be submitted within 24 hours after goods collection together with valid proof materials.
• Table Reservation Rules:
  • Free reservation cancellation is available up to 2 hours before confirmed arrival time.
  • Cancellations made less than 2 hours in advance or unoccupied reservations will not be eligible for deposit refunds. Group reservations over six guests require cancellation notice at least 48 hours in advance otherwise standard service fees will be charged.
• All successfully approved refunds will be returned to the original payment account within 14 working days following standard financial processing procedures.

5. Order Cancellation Rules

• Dining reservations can be cancelled via phone, email or offline consultation.
• Takeaway orders can only be cancelled freely within 15 minutes after order confirmation before production starts.

6. Food Safety Compliance Statement

Our business strictly follows Food Safety Act 1990 and Food Hygiene Regulations 2006 to guarantee all provided food meets official health and safety standards. Any officially reported food safety complaints will be investigated and handled promptly. We will keep complete relevant service records in accordance with local regulatory requirements for long-term filing.

7. Standard Refund Application Process

Customers shall complete refund applications following the unified official process below:

1. Contact our official customer service team via telephone or registered email within valid application period.
2. Provide valid order number, payment record or reservation confirmation information.
3. Submit detailed problem description and corresponding valid supporting materials.
4. Our official team will complete internal review within 48 hours and send formal result notification.
5. All verified approved funds will be returned through the original payment channel within the stipulated working days.