Refund & Cancellation Policy

1. Cancelling an order

• Because food is prepared fresh to order, you may cancel an order only before the kitchen has started preparing it.
• To cancel, contact us as quickly as possible on WhatsApp at +62 811-3831-8213 with your order ID.
• Once preparation has begun, an order can no longer be cancelled.
• Scheduled orders may be cancelled up until preparation begins for the scheduled time.

2. When you are entitled to a refund

• Your order was cancelled in time under section 1 above.
• We cancelled or could not fulfil your order (for example, an item became unavailable and no acceptable substitute was agreed).
• The order delivered was incorrect, incomplete, or not of acceptable quality, and you reported it to us within thirty (30) minutes of pickup or delivery.
• You were charged in error, including a duplicate charge.

3. How to request a refund

Contact us within thirty (30) minutes of receiving your order and include:

• Your order ID and the phone number used to place the order.
• A description of the problem and, where relevant, a photo of the item received.

We review each request and may ask for additional information to verify it.

4. How refunds are issued

• Approved refunds are returned to your original payment method. We cannot refund to a different account or method.
• Refunds are processed by our payment provider, Xendit. Once we initiate a refund it typically takes 5–14 business days to appear, depending on your bank or card issuer.
• Where a full refund is not appropriate (for example, only part of an order was affected), we may offer a partial refund or store credit.
• Delivery fees are refunded only where the fault was ours.

5. Non-refundable situations

• You changed your mind after preparation began.
• You provided an incorrect or unreachable delivery address or phone number and the order could not be delivered.
• You did not collect a pickup order during the agreed window.
• Issues reported outside the thirty (30) minute window, except where required by law.

Nothing in this policy limits any non-waivable statutory consumer rights you may have under applicable law.

6. Contact