Our Refund Policy

At Hash Grill & Catering, we strive to provide exceptional food and service. We understand that sometimes issues may arise, and we want to ensure your satisfaction. This Refund Policy outlines when and how you can request refunds for our products and services.

Food Quality Issues

If you receive food that is of unsatisfactory quality, incorrect, or does not meet our standards:

• Dine-In Orders: Please notify our staff immediately while you are still at the restaurant. We will rectify the issue by replacing the item or offering an alternative.
• Delivery/Takeout Orders: Please contact us within 30 minutes of receiving your order. We may request photographic evidence of the issue. Based on the nature of the complaint, we will offer one of the following remedies:
  • Replacement of the specific item
  • Store credit for the value of the affected item
  • Refund for the affected item

Delivery Issues

For problems related to delivery service:

• Late Deliveries: If your order is delivered significantly later than the estimated delivery time (more than 30 minutes), you may be eligible for partial or full delivery fee refund, depending on the circumstances.
• Incorrect Items: If you receive items that you did not order, please contact us within 30 minutes of delivery. We will arrange for the correct items to be delivered or offer a refund for the incorrect items.
• Missing Items: If items are missing from your order, please contact us within 30 minutes of delivery. We will arrange for the missing items to be delivered or provide a refund for those items.

Catering Services

For catering services, our refund policy is as follows:

• Cancellations:
  • 7+ days before the event: Full refund of any deposit paid
  • 3-6 days before the event: 50% refund of any deposit paid
  • 0-2 days before the event: No refund of deposit
• Food Quality Issues: If there are issues with food quality during your catered event, please notify the on-site catering manager immediately so we can address the problem promptly. Post-event complaints must be submitted within 24 hours.
• Service Issues: If there are issues with our service during your catered event, please notify the on-site catering manager. We will make reasonable efforts to resolve any service issues during the event.

Online Payment Errors

If you have been charged incorrectly or multiple times for the same order:

• Please contact us immediately with details of the transaction and order number.
• We will investigate the error and issue a refund for any incorrect charges within 5-7 business days.
• Please note that some payment methods may take additional time to process refunds (typically 3-10 business days, depending on your bank or payment provider).

Non-Refundable Items

The following items and services are generally not eligible for refunds:

• Completed food and beverage items that meet our quality standards
• Special order items that were prepared according to your specifications
• Catering services after the event has concluded (except for quality issues reported during the event)
• Delivery fees when delivery has been completed within a reasonable timeframe
• Service charges and gratuities

How to Request a Refund

To request a refund, please contact us through one of the following methods:

• For Dine-In Orders: Speak directly with the restaurant manager or staff.
• For Delivery/Takeout Orders: Call our customer service line at +254742579478 or email us at [email protected].
• For Catering Services: Contact your catering manager or email [email protected].
• For Online Payment Issues: Email [email protected] with details of the transaction.

Please include the following information in your refund request:

• Order number or reference
• Date and time of order
• Details of the issue
• Your contact information
• Photos of the issue (if applicable)

Refund Processing

Once your refund request is approved:

• Refunds will be issued to the original payment method used for the purchase.
• Cash refunds are only available for purchases made with cash at our physical location.
• Processing time for refunds varies by payment method:
  • Credit/Debit Cards: 5-10 business days
  • M-Pesa: 1-3 business days
  • Store Credit: Immediate

Discretionary Refunds

In certain circumstances, we may offer refunds, store credits, or other compensations at our discretion, even if the situation does not strictly fall within this policy. These decisions are made on a case-by-case basis.

Changes to This Policy

We may update our Refund Policy from time to time. We will notify you of any changes by posting the new policy on this page and updating the "Last Updated" date at the top of this policy.

Contact Us

If you have any questions about our Refund Policy, please contact us:

• By email: [email protected]
• By phone: +254742579478
• By mail: Guhad Plaza, Opposite Pangani Heights, Nairobi