Refund & Cancellation Policy

Effective Date:** [01.06.2024]

At Raquel's Kitchen, we strive to provide you with the best possible service. However, we understand that there may be instances where you need to cancel an order. This Cancellation Policy outlines the conditions under which you may cancel your order and any associated fees or refunds.

1. Order Cancellation by the Customer
1.1. Timeframe for Cancellation:
• Before Order Confirmation: You may cancel your order at any time before it is confirmed by the restaurant without any penalty.
• After Order Confirmation but Before Preparation: If your order has been confirmed by the restaurant but preparation has not yet started, you may cancel the order, but a cancellation fee may apply.
• After Order Preparation: Once the restaurant has started preparing your order, cancellation is no longer possible, and you will be charged the full amount of your order.
1.2. How to Cancel:
To cancel your order, please use the cancellation feature available on our website or mobile app. If the feature is not available, you can contact our customer service team immediately at [Your Customer Service Phone Number] or [Your Customer Service Email Address].

2. Order Cancellation by the Company
2.1. Reasons for Cancellation:
We reserve the right to cancel your order for any of the following reasons:
• The ordered items are unavailable or out of stock.
• There is a technical issue or error in pricing or other details related to your order.
• We are unable to deliver to your location due to unforeseen circumstances.
• Any other reason deemed appropriate by our team.
2.2. Notification:
If we cancel your order, we will notify you as soon as possible via the contact information provided in your account. In the event of a cancellation, you will not be charged, or if the payment has already been processed, you will receive a full refund.

3. Refunds
3.1. Eligibility for Refund:
If you cancel your order according to the conditions outlined in this policy and are eligible for a refund, we will process the refund to your original method of payment. Please note that it may take 5-10 business days for the refund to appear in your account, depending on your payment provider.
3.2. Partial Refunds:
In certain cases where only part of the order is canceled or if a cancellation fee applies, a partial refund will be issued. The refund amount will be communicated to you at the time of cancellation.
3.3. Non-Refundable Items:
Certain items, such as custom or special orders, may not be eligible for a refund once the order is confirmed.

4. Changes to Orders
4.1. Modifications:
If you wish to make changes to your order (such as adding or removing items), please contact us immediately. We will do our best to accommodate your request, but changes may not always be possible after the order has been confirmed or prepared.
4.2. Additional Charges:
If the modifications result in a higher order total, you will be required to pay the difference. If the order total decreases due to the modification, the difference will be refunded to your original payment method.

5. Late Cancellations
5.1. Definition:
A late cancellation occurs when you attempt to cancel your order after the restaurant has started preparing your food but before it has been dispatched for delivery.
5.2. Fees:
In the case of a late cancellation, you will be charged the full amount of your order, as the restaurant has already incurred costs in preparing your food.

6. Contact Information
If you have any questions or need assistance with canceling an order, please contact us.

By placing an order with us, you acknowledge that you have read, understood, and agree to this Cancellation Policy.