Refund & Cancellation Policy

TONY WONG RESTAURANT L.L.C prepares food fresh after order confirmation. Because food is perishable and prepared specifically for each order, cancellations and refunds must be reviewed carefully and fairly.

This policy explains when a cancellation may be accepted, when a refund may be considered, how refund requests are reviewed, and how approved refunds are processed for online orders placed through the Tony Wong Restaurant website.

Nothing in this policy limits any rights a customer may have under applicable UAE consumer protection laws. At the same time, the restaurant must protect food safety, kitchen operations, delivery records, payment records, and the genuine cost of preparing fresh food.

In this policy, the following terms have these meanings:

• Order means an online food order placed through the Tony Wong Restaurant website.
• Accepted order means an order that the restaurant has received and accepted for preparation, delivery, or pickup.
• Food preparation started means the kitchen has begun preparing, cooking, portioning, packaging, or allocating ingredients for the order.
• Delivery completed means the order has been handed to the customer, delivered to the location provided by the customer, or marked completed after reasonable delivery attempts.
• Approved refund means a refund request reviewed and accepted by the restaurant after checking the order details, payment details, delivery information, and any evidence provided.
• Original payment method means the same card, wallet, or payment channel used by the customer to pay for the order.

A customer may request cancellation only before food preparation starts. The cancellation request must be made immediately by phone, WhatsApp, or email so the team can check whether the kitchen has already started work.

Cancellation is subject to restaurant confirmation. If the order has not yet entered preparation, the restaurant may cancel the order and, where payment has already been collected, may approve a refund to the original payment method.

Customers should include the order number, customer name, phone number, and a clear cancellation request when contacting the restaurant.

Once food preparation has started, cancellation may not be possible. Fresh ingredients, kitchen labour, packaging, and preparation time may already have been used for the customer's order.

For this reason, cancellation after food preparation starts may be refused or may be handled only as a partial solution where the restaurant decides it is fair and practical. The restaurant will review each case based on timing, preparation status, food type, kitchen capacity, and operational impact.

The restaurant may cancel an order where necessary for operational, safety, payment, or service reasons. Examples include item unavailability, limited kitchen capacity, delivery unavailable for the address, address outside the available delivery area, a payment issue, suspected fraudulent order, safety concern, technical issue, or events outside our reasonable control.

Orders are subject to availability, subject to kitchen capacity, and subject to rider availability. If the restaurant cancels a paid order and no replacement or alternative is accepted by the customer, the customer may receive an approved refund to the original payment method.

Refunds may be considered when there is a clear issue connected to the restaurant's handling of the order or the payment process. The restaurant may consider refunds for the following situations:

• A paid order was not received by the customer.
• The wrong item was delivered.
• An item paid for was missing from the order.
• Food was damaged or unsuitable due to a restaurant mistake.
• A duplicate payment was confirmed.
• The order was cancelled by the restaurant.
• Payment was charged but the order was not created because of a technical error.

Each request is reviewed based on the order record, payment record, delivery information, customer communication, and any evidence reasonably requested.

Refunds are not normally provided where the issue was caused by customer error, late reporting, personal preference, or circumstances outside the restaurant's reasonable control. Examples include:

• Change of mind after placing the order.
• Wrong or incomplete delivery address.
• Wrong phone number or unreachable customer.
• Customer unavailable at the delivery location.
• Delay caused by traffic, weather, building access, gate access, security, elevator delay, parking issue, or customer unavailability.
• Personal taste preference, spicy level preference, or preference about texture after the item was correctly prepared.
• Customer did not read the item description before ordering.
• Allergy or dietary restriction was not declared before ordering.
• Complaint was submitted too late to verify fairly.
• Food was consumed fully before the complaint was made.
• Customer fails to provide evidence when reasonably requested.
• Delivery issue caused by incorrect customer information.

Customers must report missing, wrong, damaged, or unsuitable items within 24 hours of receiving the order. Late complaints may be rejected because food condition, packaging, temperature, and delivery condition cannot be fairly verified after a long delay.

When contacting the restaurant, customers should keep the food, packaging, receipt, order number, and any photos or videos that show the issue clearly.

To review a refund request properly, the restaurant may request information such as the order number, customer name and phone number, payment confirmation, photos or videos of the issue, delivery details, and a clear explanation of the problem.

If the customer cannot provide reasonable evidence for a claim, the restaurant may reject the refund request or offer another solution at its discretion.

Depending on the case, the restaurant may offer a replacement item, partial refund, full refund, store credit, or discount code where legally allowed and accepted by the customer.

The appropriate solution will be decided after reviewing the situation, the value of the affected item, whether the customer received part of the order, and whether the issue was caused by the restaurant.

Approved refunds will be returned to the original payment method used for the order. The restaurant does not normally issue refunds to a different card, different account, or unrelated payment method.

If the original payment method is no longer available, the customer may need to follow the payment provider or bank process for receiving the refund.

Approved refunds are processed within 7-14 business days after approval. The actual time for the refund to appear in the customer's account depends on the payment provider, card network, and customer's bank.

Once the refund has been submitted to the payment provider, bank or payment provider processing time is outside the restaurant's direct control.

Online payments may be processed by Stripe or another approved payment provider. Payment provider systems, card networks, and banks may apply their own processing times, verification checks, and settlement rules.

The restaurant will assist with reasonable order and payment information, but cannot guarantee the exact date when a bank or card issuer will show the refund.

If a customer believes they were charged twice, they should contact the restaurant with payment proof, including the order number, payment date, amount, and any transaction reference shown by the bank or payment provider.

If a duplicate payment is confirmed, the duplicate amount may be refunded to the original payment method.

Customers are encouraged to contact the restaurant first before raising a bank or card dispute. Most order issues can be reviewed faster when the restaurant receives the order number, explanation, and supporting evidence directly.

The restaurant keeps order records, payment records, delivery records, and customer communication records to respond to disputes. False or unsupported disputes may be challenged using these records.

The restaurant may reject repeated, abusive, false, suspicious, or unsupported refund claims. The restaurant may also refuse future online orders where there is a pattern of misuse, fraud, abusive communication, or unsupported refund requests.

Fraud prevention steps may include order review, customer contact, payment review, delivery verification, and refusal of suspicious orders.

For cancellation or refund support, please contact the restaurant as soon as possible.

• Phone / WhatsApp: +971 58 226 4858
• Email: hello@tonywongchain.com