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FRIES
FISH
"D' BEST BBQ"
Refund & Cancellation Policy
A legal disclaimer
We strive to provide high-quality food and service. However, we understand that issues may arise. This policy outlines when customers are eligible for refunds or cancellations.
A. Cancellations
• Orders can be canceled within 10 minutes of placing the order for a full refund.
• If you request a cancellation after 10 minutes, it will be at the owner’s discretion and may be subject to a 50% refund if the food has not yet been prepared.
B. Late Pickup Policy
• Customers have a 30-minute grace period from the scheduled pickup time to collect their order.
• After 30 minutes, the order may no longer be fresh or available.
• If the order is not picked up, the customer may request a 50% refund, subject to the owner’s approval.
C. Incorrect or Unsatisfactory Orders
We want you to be satisfied with your meal. If there is an issue:
• Wrong Order or Missing Items: Contact us within 30 minutes of pickup/delivery. We will either remake your order or issue a full refund if the mistake was ours.
• Unsatisfactory Food Quality: If you are unsatisfied, please return the food immediately. Refunds or replacements will be at the manager’s discretion.
D. No Refunds for Customer Mistakes
We do not offer refunds for orders that were placed incorrectly due to customer error (e.g., selecting the wrong item or forgetting to request modifications).
2. Catering Orders
A. Cancellations
• Orders canceled 72+ hours before the event: Eligible for a full refund minus a 5% processing fee.
• Orders canceled within 48-72 hours of the event: Eligible for a 50% refund.
• Orders canceled within 24 hours of the event: Non-refundable.
B. Modifications to Catering Orders
• Changes (e.g., guest count, menu adjustments) must be requested at least 48 hours in advance.
• We will do our best to accommodate changes, but they are not guaranteed.
C. Late Pickup or Delivery Issues
• If we fail to deliver on time, we will issue a partial refund based on the delay’s impact on your event.
• If the delay is due to customer unavailability, no refund will be issued.
D. Food Quality Complaints
• Any complaints must be reported within 1 hour of delivery or pickup for a resolution (refund or replacement) to be considered.
• Partial refunds for quality concerns are at the owner’s discretion.