Cancellation and Refund Terms
This text is a draft and has not been reviewed by a lawyer. It must be reviewed by a lawyer or accountant before going live.
This text is a translation; the Turkish text is binding. Türkçe
As your orders consist of freshly prepared food and drinks, there is no statutory right of withdrawal (Distance Contracts Regulation, Article 15). You do, however, have the right to cancel and be refunded in the cases below.
1. Cancelling before preparation starts
You may ask to cancel before the kitchen accepts your order (while it shows "Paid" on the order screen). Send your request through the live chat on the order screen or by phone on [not provided]. The full amount you paid is then refunded.
Once the order has been accepted and preparation has started, it can be cancelled only with the Seller's agreement.
2. Cancellation by the Seller
The Seller may cancel an order, for example when a product has run out, the kitchen is closing or delivery is not possible. The full amount you paid is then refunded and the reason is shown on the order screen.
3. Orders that cannot be delivered
- If your order cannot be delivered for a reason on the Seller's side, it is cancelled and the full amount is refunded.
- If you cannot be reached at delivery (not in the room, not answering, wrong room), the Seller tries to contact you through the chat or the hotel. If delivery is still not possible despite reasonable efforts, the price of products already prepared may not be refunded; the Seller considers each case individually.
4. Missing, wrong or faulty products
If your order has a missing product, a product other than the one you ordered, or a spoiled product or a hygiene problem, report it through the chat or by phone within 2 hours of delivery, with a photo if possible. At your choice, the Seller sends the missing or wrong product again or refunds its price.
5. How refunds are made
Refunds are made to the card used for payment, through the payment institution. The Seller starts the refund within 14 days at the latest; how long it takes to reach your account depends on your bank and is usually a few working days. Refunds are not made in cash.
6. Contact
[not provided] · [not provided] · [not provided] · [not provided]
The Turkish text of these terms prevails.