Refund Policy

We acknowledge that errors may occasionally occur with your order, and you must be well-informed about our refund policy. Our primary objective is to deliver exceptional customer service and promptly and equitably address any issues that may arise.

Please take a moment to review our refund policy below and feel free to contact our support team if you have any questions or concerns.

When initiating a purchase on 9jakitchen, you are acknowledging and agreeing to the terms delineated in this policy. This policy applies to all transactions conducted on 9jakitchen. Should any inconsistencies arise between the terms specified in this policy and those in any other agreement between you and 9jakitchen, the terms of this policy shall take precedence.

Receiving a wrong order:
If you have received an incorrect order yet still desire to obtain your originally requested items, we kindly request that you promptly contact our support team within a 12-hour window and furnish photographic evidence of the erroneous item. Subsequently, we will endeavour to retrieve the incorrect item and facilitate delivery of the precise order. Should circumstances beyond our control prevent us from fulfilling the delivery, such as the unavailability of the item, we will promptly reimburse the entire cost of your order.

Product Taste and/or Quality:
We regret to inform you that we are unable to issue refunds to customers based on individual preferences such as taste, spice level, or overall meal quality. Should you find the taste of a meal unsatisfactory, we kindly request that you reach out to our support team within a 24-hour window. Your feedback will be promptly relayed to the vendor for further action.

Incomplete Order Received:
In the event of a missing item from your order and should you wish for its delivery, we kindly request that you promptly contact our support team within a 12-hour window, providing a photograph of your order. Should we be unable to fulfil the delivery of the item, a full refund for the cost of the missing item will be issued.

Gift or Complimentary items:
Gifts or complimentary items are offered as gestures of goodwill and are not eligible for refunds, regardless of any possible omission, perceived quality, or other reasons.

Customization Errors while Making Orders:
In the event that the restaurant fails to meet the specifications outlined in your order resulting in a deviation, kindly reach out to our support team within 24 hours and provide a photograph of the received meal. Subsequently, we will arrange a partial refund for your order. The specific refund amount will be determined following an assessment of the severity of the error and its impact on your overall dining experience.

Modification of Order:
Should you require to make alterations to your order subsequent to its placement, kindly make prompt contact with our support team. Once the restaurant has initiated the preparation or packaging of the food, or if the delivery is already in transit, we regret to inform you that modifications to the order will not be feasible, and refunds cannot be processed.

Refusal to Receive Order:
If an order is refused for reasons other than receiving an incorrect item, we regret to inform you that a refund cannot be issued.

Order Delivery Failure:
Upon the driver's arrival at the specified location, they will make every effort to establish contact with the recipient and await their presence for a maximum duration of 10 minutes. Failure to establish contact with the recipient for meal delivery, including non-responsiveness, provision of an incorrect phone number, or a switched-off phone, will lead to the driver leaving the location.

In such circumstances, the recipient will not be entitled to a refund. Should the recipient reach out within 20 minutes following the attempted delivery, a new delivery can be scheduled for an additional fee. Beyond this timeframe, neither a new delivery nor a refund will be feasible.
It should be noted that for re-delivered orders, the company does not assume responsibility for the freshness of the items upon arrival.

House Deliveries:
Kindly ensure that riders are permitted access to your estate with their bikes or that arrangements are made for a pick-up within 5 minutes from the estate gate if access is denied. For apartments or high-rise buildings, we do not facilitate doorstep deliveries after 5 pm, prioritizing the security of our riders. Please ensure that arrangements are made for the order to be picked up from the ground floor or gate.

Having Payment Issues:
Should you find that you have been billed for an order that was not authorized or encounter any payment issues with your order, we kindly ask that you contact our support team. We will diligently work to rectify the situation and process a refund if deemed necessary.

Damaged or Spilled Items:
In the event of damage or spillage occurring during the delivery of your order, we kindly request that you promptly contact our support team within a 12-hour window, providing a photograph of the received meal. Subsequently, we will investigate with the respective rider or vendor. Depending on the gravity of the situation, a partial refund for the order may be issued.

Delivery Address:
If the provided delivery address is incorrect or incomplete, resulting in the necessity for the delivery rider to proceed to an alternative location, an additional delivery fee will be incurred to facilitate the delivery to the accurate address. If the specified location falls outside our delivery service area, it will be regrettably impossible to facilitate the delivery or offer a refund, notwithstanding the willingness to pay an additional delivery fee. We strongly advise double-checking the delivery address before placing an order to avoid any inconvenience.

Order Cancellation:
Orders may be cancelled before the restaurant commencing the preparation or packaging of the food. Should you wish to cancel your order, please promptly contact our support team. Regrettably, once the restaurant has initiated the preparation or packaging process, cancellations and refunds will not be feasible.

If the restaurant cancels your order for any reason, we will promptly notify you via email and dispatch a push notification through the customer application. In such instances, a complete reimbursement will be issued to your customer wallet.

Last Updated 10.06.2024.