Return & Refund Policy

This Return & Refund Policy applies to meals and food items provided by ETACOSS LTD. We are committed to guest satisfaction and provide reasonable support for meal-related adjustments in line with this policy. All requests are assessed on a case-by-case basis to ensure fair and appropriate service, with clear timeframes for feedback and resolution.

This policy covers in-restaurant dining and takeaway food items purchased directly from our premises. It applies to issues related to meal quality, preparation concerns, and other reasonable service-related matters. It does not apply to situations caused by guest personal preference or change of mind after consumption. All requests must comply with the timeframes specified in this policy.

We may offer a replacement meal under the following circumstances: the food item is incorrectly prepared, does not match the confirmed order, or presents quality issues upon arrival. For in-restaurant dining, requests for meal replacement must be raised within 15 minutes of receiving the meal, before significant consumption takes place, allowing our team to inspect and assist accordingly. For takeaway orders, requests must be raised within 30 minutes of picking up the order, as food quality and temperature can change over time.

When a valid concern is confirmed, we will provide suitable support, which may include replacing the meal, adjusting the order, or offering appropriate service solutions. Our team will respond to all valid requests within 24 hours of being notified and provide a clear resolution within 48 hours. Our goal is to resolve concerns politely and efficiently while maintaining a positive dining experience.

Requests will not be approved if they relate to personal taste preference, change of mind, delayed notification beyond the specified timeframes (15 minutes for in-restaurant, 30 minutes for takeaway), partial or full consumption of the meal, or failure to notify our staff at the time of the issue. We also cannot support requests for items that have been taken off-site and reported after an extended period exceeding 30 minutes.

Any concerns regarding food items must be brought to the attention of our staff within the specified timeframes: 15 minutes from receiving the meal for in-restaurant dining, and 30 minutes from picking up the order for takeaway. Timely notification allows us to properly assess the situation, verify the issue, and provide the best possible assistance. Requests made after these timeframes will be reviewed on a case-by-case basis but may not be eligible for replacement or support.

ETACOSS LTD reserves the right to assess each request fairly and determine the most suitable resolution based on the actual situation and compliance with the timeframes outlined in this policy. This policy is designed to balance guest satisfaction with responsible operational practices and applies to all food services provided by our restaurant.

If you wish to raise a concern or request assistance regarding your order, please contact our team directly within the specified timeframes using the details below: