Cancellation and Refund Policy

This policy governs the cancellation and refund policy for Delivery and Take-away Orders placed on the website www.castlesbarbeque.com and the ‘Castles Barbeque’
application for mobile and handheld devices (the “App”), hereinafter collectively eferred to as the “Platform”. All refunds and Cancellations are subject to the circumstances detailed out below:

1) FOOD ORDER ERRORS:

As a customer centric hospitality organisation, we make every effort to prepare and pack the order as per the specifications of the customer and arrange for the delivery of same. However, in rare & unfortunate instances, if a different item is received against what was ordered, Customer shall be entitled for a refund as detailed out in the refund policy below.

2) INCOMPLETE FOOD ORDER (Receiving incomplete/partial order):

If at times due to certain technical limitations, an incomplete order is received or any of the items are missing from the delivered order, in such instances, we will deduct the missed item value from the invoice and the value of the said missing item shall be refunded to customer’s source account or at the option of the Customer, add smiley points in Customer Castles Barbeque account in proportion to the missing order value
which can be used for future orders.

3) FOOD DISSATISFACTION:                                                                                                                                                                                                           As a standard, we always prepare the food in the best possible hygienic conditions using fresh and finest ingredients. However, in rarest of the rare occasions, if the food is spoiled or if any foreign object is found in the food, Customer shall be entitled for a refund as detailed out in the refund policy below. We will need the food returned in its original container, for us to investigate and look into the complaint. Please note that we do not provide refunds for complaints/issues relating to a preferred taste, spice level or simply because customer did not like the food or similar complaints.

4) CANCELLATION OF THE ORDER:

a. Cancellation by the Delivery Partner: We have partnered with independent third party delivery partners who provide their services to us on principal to principal basis and undertake to deliver the order to our customers. In certain instances, if there is cancellation of the order attributable to the delivery partner, Customer shall be entitled for a refund as detailed out in the refund policy below. Please note that in the instance, if the Customer has provided wrong location at the time of placing of the order or didn’t receive the delivery partners call at the time of delivery due to which delivery partner is not able to locate the address, in such cases, no refund shall be given. Cancellation by Castles Barbeque: If at times there is cancellation on the part of Castles Barbeque due to system errors/limitations or due to non-availability of the item, Customer shall be entitled for a refund as detailed out in the refund policy
below. Cancellation by Customer: We cannot provide any refund or give smiley points if Customer cancel the order once placed. We begin the preparation of the order immediately after customer’s order is confirmed therefore, we cannot provide any efund.

REFUND POLICY

In the event Customer is eligible for a refund, Customer shall have the option to choose one of the below remedies:
a) A full refund of the order amount to the source account, or
b) Refund with smiley points in Customer Castles Barbeque account in proportion
to the order value which can be used for future orders, or
c) Replacement of the order by new order or correct order.
All refund amounts, if any, shall be provided to Customer as per the payment mechanism of Customer’s choice, i.e., to the source account or by way of Smiles. In the event of refund to the source account, estimated timelines for the same shall be7 working days from the date of confirmation of refund. Kindly note that if the customer chooses to get refund through smiles, the same shall be done and the customer shall use the same within 180 days, post which the validity of the smiles shall stand expired.

DISCLAIMER

Please note all the remedies enumerated in the different instances captured above, shall be assessed on case to case basis by taking into consideration the information/evidence shared by the customer along with the inputs from our outlet and the delivery partner. The decision of the Castles Barbeque shall be final and binding. Please note that we do not provide a refund on any complimentary food

CONTACT US TO ASK YOUR QUERIES!

If you feel the need to know more about our refund and return policy, feel free to give us a call. Our dedicated customer service team is always there to answer all your questions and help you out with the ordering