Legal

Cancellation & Refund Policy

Understanding our guidelines for order modification, cancellation, and refund processing to ensure a smooth dining experience.

At Hadramawt Restaurant and Catering, our goal is to serve you freshly prepared, high-quality meals. Since food items are perishable and often prepared to order, we have strict policies regarding cancellations and refunds. This policy applies to all orders placed through our website, for both delivery and pickup.

1. Modifying Your Order

We understand that mistakes happen. If you need to add or remove items, or change delivery details, you must contact our Customer Service hotline immediately after placing your order.

Modifications are only possible if the kitchen has not yet started preparing your food.
Changes to delivery addresses may result in adjusted delivery fees or the cancellation of the order if the new address is outside our delivery radius.

2. Cancellation by Customer

Immediate Cancellations

You may cancel your order for a full refund if you do so before the restaurant accepts and begins preparing it. This window is typically very short (within 2-5 minutes of placing the order).

Late Cancellations

Once the kitchen has begun preparing your food, the order cannot be cancelled, and you will be charged the full amount. We cannot refund orders simply because you changed your mind or failed to be available to receive the delivery.

3. Cancellation by Hadramawt

We reserve the right to cancel any order. If we cancel your order, you will receive a full refund. Reasons for cancellation by us may include:

Unavailability of major ingredients or entire dish components.
Unexpected closure of the kitchen or restaurant.
Extreme weather conditions or delivery hazards.
Suspicion of fraud or unauthorized transactions.

4. Issues with Food or Quality

We take food quality and accuracy very seriously. If there is a problem with your order, please contact us within 2 hours of receiving it.

Missing Items: If an item is missing from your order, we will issue a partial refund for the missing item or attempt a redelivery if feasible.
Incorrect Items: If you receive the wrong dish, we will replace it or issue a refund for that item.
Quality Concerns: If the food is spoiled, severely mishandled, or otherwise inedible, please provide a clear photograph and description of the issue. A partial or full refund will be granted at management's discretion.

5. Refund Processing

How Refunds are Issued

All approved refunds will automatically be processed to your original method of payment.

Processing Time

Please allow 7 to 14 business days for the funds to appear in your bank account, depending on your bank and payment gateway provider. If you do not see the refund after 14 days, please contact our Customer Service team.

6. Non-Refundable Scenarios

We will not issue refunds under the following circumstances:

You entered an incorrect or incomplete delivery address.
You or your designated receiver were unreachable upon the driver's arrival.

If you have any questions or require assistance with a recent order, please reach out to our Customer Service hotline or via WhatsApp.