Effective Date: October 15, 2024
At Souled Out Grub, customer satisfaction is our top priority. We strive to deliver high-quality soul food and excellent service with every order. However, we understand that there may be circumstances where you are not fully satisfied with your purchase. Please read our refund policy carefully to understand your rights and our procedures regarding refunds.
1: General Refund Policy
Due to the nature of our business and products, we do not offer refunds for food items once they have been prepared and delivered, except in specific cases as outlined below. If you have concerns about your order, please contact us within 24 hours of receiving it, and we will do our best to resolve the issue.
2: Eligibility for Refunds
2.1 Incorrect Order:
If you receive an incorrect item or your order is incomplete, please notify us immediately. We will either:
- Provide a replacement for the missing or incorrect items at no additional cost, or Offer a partial refund or credit for future purchases, depending on the situation.
2.2 Quality Concerns:
If you believe that the quality of the food does not meet our usual standards, please contact us within 24 hours of receiving your order. We may request photos or more information about the issue. After reviewing your concerns, we may offer one of the following solutions:
- A replacement meal of the same or equivalent value,
- A partial refund, or
- A discount on future orders.
3. Catering Orders
3.1 Deposits for Catering:
For all catering services, a non-refundable deposit of 50% is required to secure your booking. This deposit helps cover the cost of ingredients and preparation.
3.2 Cancellation by Customer:
- Cancellations made more than [Insert Time Frame: e.g., 7 days] before the event: Eligible for a full refund minus the non-refundable deposit.
- Cancellations made less than [Insert Time Frame: e.g., 7 days] before the event: Not eligible for a refund, but a credit may be issued for future catering services at our discretion.
3.3 Cancellation by Souled Out Grub:
In the unlikely event that we need to cancel your catering order due to unforeseen circumstances, you will receive a full refund, including the deposit.
4. Non-Refundable Items
Please note that we cannot provide refunds for:
- Orders that were received in good condition but were not to your personal taste or preferences.
- Orders where delivery was unsuccessful due to incorrect delivery information provided by the customer.
- Orders that were not picked up at the agreed-upon time and location.
5. Refund Process
If a refund is approved, we will process it within 7-10 business days using the same method of payment that was used for the original purchase. Depending on your bank or payment provider, it may take additional time for the refund to be reflected in your account.
6. Contact Us
If you have any questions or concerns regarding our refund policy or need assistance with an order, please reach out to us at:
- Email: info@souledoutgrub.com
- Hours of Operation: Monday-Saturday 11:00 am-8:00 pm
We are committed to ensuring you have a positive experience with Souled Out Grub, and we appreciate your understanding of our refund policy. Thank you for choosing us to serve you with delicious soul food!
