CalmEngine

Introduction

At CalmEngine, ensuring our customers are content is our utmost priority. We realize that from time to time complications may arise, and it is our dedication to resolve such matters promptly and with fairness. This document illustrates the terms under which refunds are issued and the manner in which they are to be requested.

This policy is applicable to every order made through our online platform, telephonically, or directly at the restaurant, which includes dine-in, to-go, and delivered purchases.

Refund Conditions

Refunds or replacements are provided under these circumstances:

• Quality Issues: If the dish you receive fails to meet the high standards we set (for example, if it's under or overcooked, or includes foreign objects).
• Incorrect Orders: If what you receive does not correspond with what you ordered.
• Missing Items: If any items are absent from your order.
• Late Delivery: If your order's arrival time exceeds our estimated delivery timeframe (beyond 30 minutes), considering standard allowances for weather and traffic.
• Double Charges: If the same order has been charged more than once to your method of payment.
• Cancelled Orders: If you cancel before the order preparation starts, or if we cancel due to unexpected circumstances.

Qualifying for a Refund

For your refund request to be considered, the following must be met:

• Report the issue within a reasonable period (usually within 24 hours after receiving your order).
• Provide details regarding the order, such as the order number, date, and the specific items in question.
• A description or image illustrating the issue with the quality or the error in the order can be very useful, although not mandatory.
• For delivery-related issues, provide specifics concerning the time and conditions of the delivery.

Refund Processing Timeframes

Our goal is to handle refund requests swiftly. Our standard response times are:

• Initial Response: Within one day of your refund request submission.
• Decision on Refund: We'll make a decision within two days following our initial response.
• Refund Execution: Following approval, refunds are typically processed within 3-5 business days.

Keep in mind that although we carry out the refund process quickly, it may take an additional 5-10 business days for the funds to be reflected in your account, as this is dependent on the policies of your payment service or bank.

Methods for Issuing Refunds

Reimbursements are issued through the same method used for payment:

• Refunds to Credit/Debit Cards will be returned to the original card used.
• Payments made through online payment services (such as PayPal) will be reimbursed to the same account.
• For cash transactions at our restaurant, you may need to come in to receive the refund, or we can offer an alternate arrangement.

Refund Request Procedure

If an issue occurs with your order, you can initiate a refund through the following means:

For Online Orders:

1. Log into your CalmEngine account.
2. Select Order History and find the order in question.
3. Hit Report an Issue and obey the instructions provided.

For Any Order (Including Phone and In-store):

1. Get in touch with our customer service at [[location.phone_number]].
2. Email our support team at [email protected] including your order details and what the issue is.
3. Or visit our local restaurant and discuss with a manager personally.

When you ask for a refund, please be ready to supply:

• Your name and contact details
• The order number or receipt
• The date and time when the order was made
• A comprehensive account of the problem
• Pictures showing the problem, if relevant and possible

The more details you provide, the quicker your request can be dealt with.

Exceptions to the Refund Guidelines

We aim to address all customer complaints but in certain cases, a refund may not be feasible:

• Personal Preference: We cannot refund items simply because they didn't align with your taste preferences, lacking any issues with food quality. Nevertheless, we value your feedback and might offer a discount on a future purchase.
• Substantial Consumption: There may be a partial refund or different resolution offered if more than half of the food has been eaten.
• Reporting Delay: Problems reported past 24 hours from order receipt might be evaluated on an individual basis.
• Third-Party Delivery Platforms: For purchases made via third-party delivery services (such as UberEats, Deliveroo), your refund request should be processed in line with those platforms' own policies.
• Special Events and Catering Orders: Customized orders for catering services or large events come with specific refund conditions that will be clearly provided at the time of confirmation.

In scenarios where a complete refund is not appropriate, we may provide alternatives such as:

• Credit or vouchers for upcoming purchases
• Resupplying the problematic items
• A partial refund reflecting the extent of the issue

Gift Cards and Promotional Specials

Gift Cards

Gift cards from CalmEngine are non-refundable but they carry these characteristics:

• They are perpetual and can be used at any moment.
• Redemption for cash is not possible unless legally mandated.
• We can issue a replacement for a lost or stolen gift card if you can provide the purchase proof and the original card number.

Deals and Discount Offers

Regarding orders involving promotional discounts or other special offers:

• The refunded amount will correspond to the price paid after the application of discounts.
• Promotional codes used once and applied to an order cannot be reinstated or reapplied, even with order cancellation and refund.
• Should you return the charged items from an order that included a free promotional item, the cost of the free item will not be compensated.

Guarantee of Customer Contentment

In addition to our general refund policy, we guarantee customer contentment. If for any reason you are unsatisfied with your CalmEngine experience, inform us. Although it may not always lead to a financial refund, we commit to rectifying the situation and ensuring your subsequent interactions with us are positive.

All critiques are reviewed by our management team and are utilized for the enhancement of our cuisine quality, service standards, and overall patron experience.

Policy Amendments

Changes to this Refund Policy can be made by us at any point. Updates come into immediate effect upon their publication on our site. Regularly reviewing this policy for modifications is your responsibility. By continuing to use our services after changes are posted, you indicate your agreement to the modified terms.

How to Reach Us

For questions or concerns about our Refund Policy, please reach out to us:

We strive to respond to all inquiries within a 24-hour timeframe on business days.