Refund Policy

Last Updated: [Insert Date]

At Caribbean Lakay, we value every customer who chooses to enjoy our food, beverages, catering services, and products. We want you to have a seamless and delightful experience whether you dine with us in person, order through our website, or engage with our catering and delivery services. However, we understand that issues may arise, and for this reason, we have established a comprehensive Refund Policy.

This policy outlines the terms, conditions, eligibility, exclusions, procedures, and timelines associated with refund requests. Please read it carefully, as by engaging with our services or making a purchase, you are agreeing to the terms described below.

1. Purpose of Our Refund Policy

The main objective of our Refund Policy is to:

  • Ensure transparency and fairness to all customers.

  • Clarify the circumstances in which refunds may be requested.

  • Protect our business operations against misuse of refund claims.

  • Balance customer satisfaction with the realities of the food and hospitality industry, where many products are perishable and services involve significant preparation.

We want our customers to feel confident that their concerns will be addressed respectfully and professionally, while also maintaining reasonable limits that safeguard our staff, resources, and inventory.

2. Scope of This Policy

This Refund Policy applies to all purchases and transactions made with Caribbean Lakay, including but not limited to:

  • In-Restaurant Orders: Dine-in meals, beverages, and desserts.

  • Takeout & Delivery Orders: Orders placed directly with us or via third-party platforms (such as Uber Eats, DoorDash, or Grubhub).

  • Catering Services: Large event orders, private functions, and scheduled catering packages.

  • Online Shop Purchases: Pre-packaged food, sauces, condiments, merchandise, or other products available through our website.

If you ordered our products or services through a third-party delivery app or marketplace, certain refund terms may be governed by that platform’s policies. However, we will still provide support to ensure you are treated fairly.

3. General Refund Eligibility

We are committed to offering refunds in specific cases where:

  1. Order Errors

    • If we deliver or serve an item that was not ordered by you (for example, receiving chicken instead of fish).

    • If the portion or product significantly deviates from what was advertised or promised (e.g., wrong size, missing main ingredient).

  2. Food Quality Concerns

    • If the food is undercooked, spoiled, or unsafe for consumption.

    • If a customer experiences an issue with freshness or noticeable contamination (we take food safety very seriously).

  3. Damaged or Defective Goods (Online Shop)

    • For sauces, condiments, or packaged items purchased online, refunds or replacements may be available if the product arrives broken, expired, or unusable.

  4. Service Issues

    • In rare cases, if service delivery was unreasonably delayed (beyond standard preparation and delivery times) or disrupted due to our fault.

  5. Catering Refunds

    • If catering services are cancelled in accordance with our cancellation deadlines (see Section 8).

    • If the catering order delivered did not meet agreed-upon specifications, quantities, or menu items.

4. Non-Refundable Situations

Because of the nature of the food and hospitality industry, there are several circumstances where refunds will not be granted:

  1. Change of Mind

    • Refunds are not available simply because you changed your mind, no longer wanted the order, or decided to eat elsewhere.

  2. Partial Consumption

    • If a significant portion of the meal has already been consumed, refunds cannot be processed. (For example, eating half the dish and then requesting a refund is not acceptable.)

  3. Late Pickups

    • If a customer arrives late for a pickup order, and the food has lost quality due to time, no refund will be issued.

  4. Third-Party Delays

    • We are not responsible for delays caused by third-party delivery drivers or platforms. Refunds for these issues must be requested directly from the third-party provider.

  5. Customer Error

    • If you accidentally order the wrong item, size, or quantity, we cannot issue a refund after the order has been prepared.

  6. Special Discounts & Promotions

    • Items purchased through promotional offers, gift vouchers, or heavy discounts are non-refundable, unless defective or unsafe.

5. Refunds for In-Restaurant Dining

For dine-in services:

  • Any issue with your order must be reported immediately to the staff or manager while you are still in the restaurant.

  • If a meal is inedible or incorrect, we will offer a replacement, store credit, or refund on the spot.

  • Once you leave the premises, refunds will only be considered in extraordinary cases with proper proof.

6. Refunds for Takeout & Delivery

  • If an error occurs in a takeout order, customers must notify us within 2 hours of receiving the order.

  • For delivery orders, you must contact us promptly and provide photos if applicable.

  • If the order was placed through a third-party app (e.g., DoorDash, Uber Eats), customers should also follow that platform’s refund process.

7. Refunds for Online Shop Purchases

  • Customers have 7 days from the date of delivery to notify us of issues such as:

    • Damaged packaging.

    • Expired product.

    • Wrong item shipped.

  • Refunds will be processed only if the product is returned in its original condition (unless damaged in transit).

  • Non-perishable items may be eligible for exchange or store credit.

  • Perishable products (e.g., frozen foods) are non-returnable once delivered, unless defective.

8. Refunds for Catering Orders

Catering involves special planning, purchasing, and staffing. For this reason, cancellation and refund terms are stricter:

  • Full Refund: If cancelled at least 7 days prior to the event.

  • 50% Refund: If cancelled between 3–6 days prior.

  • No Refund: If cancelled within 72 hours of the scheduled event, as food and labor costs have already been committed.

If the catering service delivered does not match the agreed menu or has significant quality issues, we will either provide a partial refund or apply credit toward a future event.

9. Procedure to Request a Refund

To request a refund, please follow these steps:

  1. Contact Us Promptly

    • Email: [Insert Business Email]

    • Phone/WhatsApp: [Insert Number]

    • Or use our Contact Form on the website.

  2. Provide Order Details

    • Order number or receipt.

    • Date and time of purchase.

    • Items ordered.

  3. Provide Evidence

    • Clear description of the issue.

    • Photographs of the food/product if applicable.

  4. Resolution Options

    • Refund to original payment method.

    • Store credit.

    • Replacement order.

Refund requests are processed within 7–10 business days. Depending on your payment method and bank, it may take additional time for funds to reflect in your account.

10. Partial Refunds & Store Credit

In certain cases, a partial refund may be granted instead of a full refund:

  • When only part of the order was incorrect or missing.

  • When a minor issue exists, but the majority of the order was correct.

  • When both parties agree that a credit toward a future purchase is the best solution.

11. Timelines for Refund Processing

  • Immediate Resolutions: For in-restaurant issues, managers will resolve them on the spot.

  • Takeout & Delivery: Processed within 5–7 business days.

  • Online Shop: 7–10 business days after product is returned/approved.

  • Catering: Refunds follow the cancellation deadlines mentioned above.

12. Fraudulent or Abusive Claims

We reserve the right to deny refunds in cases where:

  • Multiple refund requests are made without reasonable cause.

  • Evidence provided does not support the claim.

  • Attempts to exploit the policy are detected (e.g., repeated false claims).

Fraudulent claims may also lead to suspension of ordering privileges and possible legal action.

13. Our Commitment to Fairness

At Caribbean Lakay, we believe in fairness to both customers and our hardworking staff. While refunds cannot always be granted, we will always treat your concerns seriously, communicate transparently, and seek reasonable solutions. Our goal is to maintain trust and long-term relationships with every customer.

14. Contact Information

If you have any concerns about this Refund Policy or need to request assistance, please reach us at:

  • Email: [Insert Business Email]

  • Phone/WhatsApp: [Insert Number]

  • Business Address: [Insert Business Address]

15. Changes to This Policy

We reserve the right to update or revise this Refund Policy at any time, to reflect changes in business operations, legal requirements, or customer feedback. Updates will be posted on our website with a revised “Last Updated” date.

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