Refund and Replacement Policy

Effective Date: May 5, 2023

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At A Taste of the Tropics Eatery, we strive for 100% customer satisfaction with every order. Due to the perishable nature of our products, we have established the following policy for refunds, store credits, and replacements.

General Policy Statement

If there is an issue with your order due to our error, we will gladly offer a full refund, a store credit, or a replacement item, provided the conditions below are met.

Conditions for Refund or Replacement

To be eligible for a refund, store credit, or replacement, you must contact us within 1 hour of receiving your order (or within 1 hour of the scheduled pickup time for pickup orders) and meet one of the following criteria:

1. Incorrect Order or Missing Item

• You received an item that you did not order (e.g., a different meal than requested).

• A paid item from your order is missing.

2. Quality or Preparation Issues

• The food is undercooked, overcooked, or spoiled (unfit for consumption).

• The food arrived in a damaged condition that affects its quality or safety.

3. Order Cancellation

• You placed a cancellation request before our kitchen began preparing your order. If preparation has already begun, we may offer a partial credit or no refund, depending on the stage of preparation.

How to Request a Refund or Replacement

To initiate a request, please follow these steps:

1. Contact Us Immediately: Call us at 780-330-9710 or email us at atasteofthetropicseatery@gmail.com.

2. Provide Order Details: Have your order number, the date and time of the order, and the total value ready.

3. Explain the Issue: Clearly describe the item(s) affected and the specific issue (e.g., "The Jerk Chicken meal was missing," or "The rice was cold and spoiled").

4. Provide Proof: For quality or incorrect order claims, you may be required to provide clear photographic evidence of the issue. We may also ask you to return the incorrect or compromised food item.

Refund Processing

Once your request is approved, we will process one of the following:

• Replacement: We will prioritize preparing and sending a replacement item to you as quickly as possible.

• Store Credit: We will issue a store credit for the value of the affected item(s) for use on a future order.

• Refund: A refund will be processed to your original method of payment. Please allow 5-10 business days for the credit to appear on your statement.

Non-Refundable Situations

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We cannot offer a refund, credit, or replacement for the following:

• Taste Preference: We do not offer refunds if you simply do not like the taste or appearance of an item, as all ingredients and preparation methods are listed or described.

• Customer Error: Orders placed incorrectly by the customer (e.g., ordering the wrong size, selecting the wrong item, or providing an incorrect address).

• Allergen/Dietary Requirements: If you failed to notify us of an allergy or specific dietary requirement before the order was prepared.

• Minor Delays: Delays in delivery caused by external factors outside of our control (e.g., traffic, severe weather, issues with a third-party delivery service).

• Unauthorized Use of Payment Method (Fraudulent Transactions):

  • By placing an order, the customer confirms they are the authorized user of the debit/credit card or payment account used, or they have explicit permission from the cardholder.

  • A Taste of the Tropics Eatery is not responsible for verifying the authorization of the payment method used.

  • We cannot provide a refund for an order that has been successfully prepared and delivered/picked up, even if the transaction is later claimed to be fraudulent or unauthorized.

  • Any disputes regarding unauthorized use must be handled directly between the cardholder and their issuing bank.

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