REFUND / RETURN POLICY
(WALK-IN AND CALL IN
CUSTOMER/THIRD-PARTY DELIVERY ORDER ONLY)
To provide the best customer satisfaction, we
provide the following solutions. Feel free to contact us if you have any
questions regarding the Return & Refund Policy by emailing us at the
restaurant i.e. kiwicafe2@gmail.com. For immediate response, please call the
restaurant or your third party delivery company. Preparation of your order can
begin immediately after your order has been confirmed. We cannot accept
cancellations once your order has been confirmed with the restaurant.
Food
Order Errors*
If you receive food that is different from your
receipt, we sincerely apologize. Please call us or your third-party delivery
company as soon as you notice that there was an error in your order or contact
your third party delivery company. You may come to pick up the correct food
item.
· For
credit card payments, you will be refunded the sales price amount associated
with the error and recharged for the new items price.
· For
cash payments, you will be asked to pay the difference of the balance if the
new food has a greater value than the food received in error. In the same way,
you will receive the difference of the balance back as credit for the new item
if less than the food received in error. In some cases, we may offer you a
store credit.
Your order will be priority if you
come to pick it up. In all cases, please return the food order in the original
container(s)* to our host.
Food
Order Incomplete*
In the rare occasion that you do not receive food
that is on your receipt, we will make it up to you. Please call us or your
third-party delivery service as soon as you notice that any food items were not
received in your order. You may cancel the missed food before we prepare it
without any question, and we will refund the amount to a credit card or we will
refund you with a store credit. No cash refunds.
Please
note: we do provide courtesy items
such as disposable silverware, chopsticks, etc. when requested for free. If we
mistakenly omit a free courtesy item you are welcome to let us know so we may
address the issue with our staff, however, we cannot provide discounts, refunds
or store credit.
Food
Dissatisfaction*
We cook our food fresh to order with
only the finest and freshest ingredients. We take great care and pride in all
of the dishes we make. Please call us immediately if you receive unsatisfactory
food caused by a dislike or objects in the food. We will need the food returned in the
original container(s)* so we may
investigate and deal with the issue. We will prepare you a new food order. If
you do not wish to receive a new dish, we may refund the amount to a credit
card or we will refund you with a store credit only after we receive the food in the
original container(s)* and have
confirmed the error to the discretion of the manager on duty.
Cancel
Order
Sorry, we cannot cancel, refund or give store
credit if you change your mind or mistakenly order an item after the order is
prepared. We cannot provide any refund or store credit for non-food items or
beverages.
Order
Cancelled Delivery Partner
It’s possible your delivery partner might cancel the delivery if they’re unable
to find or reach you. When they arrive at your delivery address, they’re
prompted to contact you so it’s a good idea to keep your phone nearby when
you’re expecting the food to arrive. If a delivery partner made a reasonable
effort to contact you after arriving at your requested location, you may not be
eligible for a refund.
Complimentary
Food
Sorry, we cannot provide a refund or cash value on
any complimentary food.
As a private business, it is the right of the
restaurant to deny or refuse service to any customer for any reason. If a
customer abuses any of the Return & Refund Policy we, unfortunately, will
not be able to conduct future business with the customer so that we may
continue to provide excellent and quality food and service for you and our
other wonderful and frequent patrons.
Please
note: we strive to prepare and package our
pick up items to preserve the high quality of the food. Keep in mind the
temperature, sauce, and consistency of some items may vary slightly after being
packaged.
* If 25% or more of the food has
been consumed or removed we cannot issue any discount, refund or store credit.
If the food has been discarded, repackaged or tampered with then we cannot
verify its origin or issue and cannot issue any discount, refund or store
credit. Also, we will only prepare a second food order in all situation and we
will not prepare a third order replacement.