Refunds, Returns, and Cancellations - Soeatable
1.1SOEATABLE strives for customer satisfaction. However, All refund decisions are at
the discretion of management.
1.2 Conditions for Return of Delivered Food: Once food has been delivered to the
customer, it may only be returned or replaced under the following conditions:
a) Wrong Order Delivered
i. If the food delivered is not what was ordered (e.g., wrong item,
missing item, or incorrect quantity), the customer may request a
return or replacement within one (1) hour of delivery.
ii.The food must remain untouched, unopened, and in its original
packaging.a) Damaged or Spoiled Food
i. If the food is spoiled, contaminated, or damaged upon arrival due
to a verifiable fault on the part of SOEATABLE (e.g., improper
packaging or handling), the customer must report the issue
immediately upon delivery.
ii. Customers are required to provide evidence (e.g., photos or videos)
to support the claim.
a) Foreign Object or Contamination
i. If a foreign object (e.g., hair, plastic, or other non-food material) is
found in the food, and verified to have occurred before delivery, a
full replacement or refund will be issued.
ii. The contaminated portion of the food must be returned for
inspection.
a) Late or Improper Delivery
i. If delivery exceeds the maximum promised time frame and the food
arrives in an unfit condition (cold, soggy, or spilled), a partial refund
or replacement may be offered at the discretion of management.
a) Managerial Discretion/Customer Safety Concern
i. In any other exceptional case where management determines that
the quality, safety, or hygiene of the food was compromised before
receipt, SOEATABLE may authorize a return, replacement, or refund.
1.3 Return Procedure
a) The customer must notify SOEATABLE through phone, WhatsApp, or email
within the time frame stated above.
b) The food must be returned in its original container and no more than 10%
consumed.
c) SOEATABLE will verify the complaint and determine whether a refund or
replacement is appropriate.
d) Refunds (where applicable) will be processed within 3–5 business days after
verification.
1.4 Non-Returnable Conditions
Food cannot be returned or refunded if:
a) It has been fully or substantially consumed.
b) The issue arose from customer mishandling (e.g., improper storage after
delivery).
c) The complaint is made beyond the allowable time frame.
d) The food was prepared according to customer’s specific request and
meets standard quality.
1.5 Refunds may be granted only if an order was incorrect, incomplete, or of
substandard quality, subject to verification.
1.6 Complaints must be lodged within 24 hours of receipt or dining. Refunds will not
be processed for partially or fully consumed food except where required by law.
1.7Prepaid event bookings or deposits are non-refundable unless cancellation
occurs at least 48 hours before the scheduled time.