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Refund and Cancellation Policy

  • Refund and Cancellation Policy

1. General Overview of Refund and Cancellation Policy

At Queen Kebab And HSP, we prioritize customer satisfaction, and we are committed to resolving any issues that may arise. Our Refund and Cancellation Policy applies to both delivery and pickup orders placed through our website, third-party delivery platforms (e.g., Uber Eats, DoorDash), or by phone.

Our policy covers the following areas:

  • Cancellations initiated by the customer.
  • Cancellations initiated by the restaurant.
  • Refunds due to incorrect orders or delivery issues.
  • Refunds due to dissatisfaction with the quality of food.
  • Refunds for delayed or missing orders.
  • Situations in which refunds are not applicable.

This document also provides guidance on how to contact our customer service team to resolve any concerns related to your order.

2. Order Cancellation Policy

2.1 Cancellation by the Customer

We understand that sometimes plans change or mistakes occur when placing an order. If you need to cancel your order, please notify us as soon as possible to minimize inconvenience.

Cancellation Window:

  • Customers have a 10-minute window from the time they place their order to request a cancellation without any penalties. This is due to the fact that food preparation typically begins immediately after an order is received. After this window, cancellations will not be accepted, and the full amount will be charged.
  • To cancel an order within this window, please call us at +61 451 244 007 or send an email to queenkebabhsp@gmail.com. Be sure to provide your order number and relevant details to facilitate the cancellation process.

Late Cancellations:

  • If the 10-minute window has passed, unfortunately, we will not be able to cancel the order, as it would already be in preparation. We do not offer refunds for late cancellations since the ingredients have been used, and the preparation process cannot be undone.
  • In exceptional circumstances (e.g., sudden medical emergencies), please contact us, and we will review these situations on a case-by-case basis, though a full refund is not guaranteed.

2.2 Cancellation by Queen Kebab And HSP

In some rare situations, Queen Kebab And HSP may need to cancel an order. This could be due to:

  • Technical issues with our website or third-party delivery platforms.
  • Unforeseen circumstances like power outages or equipment malfunctions.
  • A shortage of key ingredients required to fulfill the order.
  • Inclement weather affecting delivery services.

What Happens in Case of Restaurant-Initiated Cancellations?

  • If we are unable to fulfill your order, you will be notified immediately via phone or email, and a full refund will be issued to your original payment method.
  • For orders placed via third-party platforms, the refund process may be handled through those platforms, and customers may need to contact their customer service if issues arise with the refund.

3. Refund Policy

At Queen Kebab And HSP, we are dedicated to delivering high-quality food and excellent service. However, we acknowledge that issues may occur from time to time. The following sections outline the situations in which refunds may be granted.

3.1 Refunds for Incorrect Orders

We strive to ensure every order is prepared accurately. However, if an incorrect item is delivered or your order is incomplete, please contact us within 24 hours of receiving your order, and we will take immediate action.

Steps to Request a Refund for an Incorrect Order:

  1. Contact our customer service at +61 451 244 007 or email us at queenkebabhsp@gmail.com.
  2. Provide your order number, the details of the incorrect items, and any relevant photographs if possible.
  3. Upon confirmation of the error, you will have the following options:
    • Replacement: We will prepare the correct items and deliver them to you as soon as possible (subject to your location and delivery hours).
    • Partial Refund: If only part of the order is incorrect, we may offer a partial refund to compensate for the missing or wrong items.
    • Full Refund: In cases where the entire order is incorrect, a full refund will be issued, and you may need to return the incorrect items.

Please note that refunds will be processed to the original payment method and may take 3-5 business days to reflect in your account.

3.2 Refunds Due to Quality Issues

At Queen Kebab And HSP, we take pride in using fresh ingredients and preparing our dishes with care. However, if you are dissatisfied with the quality of the food you received (e.g., if it is undercooked, overcooked, or spoiled), please reach out to us immediately.

Conditions for a Quality-Related Refund:

  • The complaint must be made within 24 hours of receiving the food.
  • We may ask for a description of the issue or a photo of the food to help us assess the problem.

Options for Resolving Quality Issues:

  1. Replacement: We will prepare a new dish and either deliver it to you or have it ready for pickup, depending on your original order type.
  2. Full or Partial Refund: A full or partial refund may be offered depending on the severity of the issue and the items affected.

We do not offer refunds based on personal taste preferences or changes in your decision after the food has been consumed.

4. Refunds for Delayed or Missing Orders

4.1 Delayed Orders

We understand that timely delivery is important. Our team strives to ensure that all deliveries are made within the estimated time frame. However, delays may occur due to high order volumes, traffic, or weather conditions.

Steps to Follow for a Delayed Order:

  • If your delivery is significantly delayed (more than 30 minutes beyond the expected time), please contact us at +61 451 244 007 to inquire about the status of your order.
  • In cases where the delay is unacceptable, we may offer a discount on future orders or a partial refund as compensation.

We do not provide refunds for minor delays of less than 30 minutes, as these are often due to factors beyond our control.

4.2 Missing Orders

If your delivery does not arrive or if items are missing from your order, please contact us within 24 hours.

Steps to Resolve Missing Orders:

  1. Call us immediately at +61 451 244 007 with your order number.
  2. We will investigate the issue and determine whether the order was misplaced or delivered to the wrong address.
  3. Depending on the outcome, we may offer:
    • A full refund for the missing items or the entire order.
    • A redelivery of the missing items (subject to location and time availability).

5. Non-Refundable Situations

While we aim to accommodate all reasonable refund requests, there are certain circumstances in which refunds will not be granted:

5.1 Customer Errors

We do not provide refunds or accept cancellations for errors made by the customer during the ordering process. These include, but are not limited to:

  • Entering the wrong delivery address or contact details.
  • Selecting incorrect menu items or quantities.
  • Mistakenly opting for delivery when intending to select pickup (or vice versa).

5.2 Preference-Related Complaints

Refunds are not offered for dissatisfaction related to personal taste preferences or expectations that do not match the description of the food items. This includes:

  • “I didn’t like the taste” or “It wasn’t what I expected.”
  • Preferences for additional or fewer spices that were not specified in the order.

5.3 Orders Unclaimed for Pickup

If you have placed an order for pickup and do not collect it within the specified time frame, we cannot offer a refund. The food is prepared based on your selected pickup time, and after a certain period, its quality may deteriorate.

6. Refund Processing Time

All approved refunds will be processed within 3-5 business days. The time it takes for the refunded amount to reflect in your account may vary depending on your payment provider. If you do not see the refund in your account after this period, please contact your bank or payment provider for further assistance.

7. Contact Information

If you have any questions, concerns, or wish to request a refund or cancellation, please contact us through the following channels:

📧 Email: queenkebabhsp@gmail.com
📞 Phone: +61 451 244 007
📍 Address: 73 Synnot St, Werribee VIC 3030, Australia

Our team is here to assist you, and we aim to resolve all issues in a fair and timely manner.