Refund & Cancellation Policy
At the restaurant, we take immense pride in crafting fresh, hot, and hygienic meals. Because prepared food is perishable, please review our terms regarding order modifications, cancellations, and refund procedures.
PayHere Online Refund Timelines
Approved refunds for orders paid online via PayHere (Visa, MasterCard, or Mobile Wallets) are credited back to the original payment source. Depending on the issuing bank's processing cycles in Sri Lanka (Commercial Bank, Sampath Bank, HNB, Seylan, NTB, etc.), card refunds typically reflect within 5 to 10 working days.
1. Fresh Food & Perishability Notice
All food items prepared by the restaurant are made to order using fresh ingredients and cooked specifically upon receiving your order. Due to health, hygiene, and the naturally perishable nature of hot culinary items, standard retail "change-of-mind" physical returns cannot be accepted once meals leave our kitchen.
2. Order Cancellation Policy
You may request cancellation strictly within 3 to 5 minutes of placing your order by immediately calling our hotline. If the kitchen has not begun cooking, we will cancel the order and initiate a 100% full refund.
Once our kitchen team has commenced preparing your dishes or your order is handed over to a delivery rider, the order cannot be cancelled, amended, or refunded, as the ingredients are dedicated and cannot be repurposed.
3. Circumstances Eligible for Refunds or Replacement
We are fully dedicated to serving quality food. You will be entitled to a full refund, partial refund, or immediate replacement in the following verified events:
- •Missing or Incorrect Items: If an item you ordered is missing from the package, or if a different dish was delivered by mistake.
- •Food Quality / Spill / Damage: If the packaging was severely damaged or compromised during transit resulting in unhygienic or inedible food, reported within 30 minutes of delivery with clear photographs.
- •Delivery Failure: If our delivery fleet failed to deliver your confirmed order due to restaurant operational failure or dispatch issues.
- •Duplicate Gateway Charge: If a technical glitch resulted in multiple charges for the same order via PayHere.
4. Refund Methods & Processing Timelines
Online Card Payments (PayHere)
When a refund is approved for an online transaction, our finance team submits the refund request directly through the PayHere Merchant Portal within 24 to 48 hours. The funds are reversed back to the original credit/debit card.
⏱️ Expected Timeframe: 5 to 10 business days depending on your bank's settlement cycle.
Cash on Delivery (COD) & Takeaway Cash
For orders paid with Cash on Delivery or counter cash, approved refunds are handled via direct bank transfer (SLIPS / CEFT) or issued as an instant restaurant voucher or credit according to customer preference, within 1 to 3 business days.
⚡ Expected Timeframe: 1 to 3 business days.
5. Situations Not Eligible for Refunds
- ✕Customer supplied an inaccurate or incomplete address, wrong telephone number, or failed to answer rider calls upon delivery arrival (riders wait up to 10 minutes).
- ✕Complaints filed after substantial consumption of the food.
- ✕Issues reported after the 30-minute post-delivery window without photographic verification.
- ✕Subjective taste preferences (e.g. food was cooked according to authentic recipe and description, but individual preference differed).
6. How to Submit a Refund or Dispute Request
If you encounter any problem with your order, please notify us immediately with the following details:
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