Refund and Cancellation Policy

Last updated: [Restaurant: insert last updated date]

This policy explains how Farhat Bakery handles customer cancellations, refunds, reversals, credits, delivery issues, and payment concerns. It should be read with our Terms of Service and Delivery and Pickup Policy.

1. Requesting a cancellation

If you need to cancel an order, contact us immediately and include your order number, name, phone number, and the reason for the request. We will review the order status and tell you whether cancellation is possible.

An order may be cancelled before preparation begins, but cancellation is not guaranteed. Once preparation, packaging, dispatch, or pickup handoff has started, we may be unable to cancel the order or provide a full refund because food, labour, packaging, and delivery costs may already have been incurred.

2. Online card and wallet payments

For eligible paid orders, we may issue a refund or cancellation through the original payment method. A refund is subject to payment-provider approval and processing. Depending on your bank, card network, wallet, and the payment provider, it may take several business days or longer for a refund to appear.

We cannot control pending authorizations, bank holds, payment-provider reviews, chargeback timelines, or the time your financial institution takes to post a refund. If a payment was only authorized and not captured, your bank may release the authorization under its own timeline.

3. Payment at the restaurant

For cash or pay-at-restaurant card orders, any refund is handled by the restaurant at its discretion and in accordance with applicable law. We may require proof of purchase or the order number before processing a refund.

4. Delivery orders and third-party delivery

If a delivery provider is used, refund eligibility may depend on the reason for the issue, the provider's delivery record, dispatch status, driver actions, and any provider fees or return charges. We may need time to investigate delivery-related complaints with the provider.

Delivery charges, dispatch fees, tips, and third-party charges may be non-refundable where a delivery was attempted or where the issue resulted from an incorrect address, inaccessible building, unavailable recipient, missing entry information, unsafe conditions, or a customer-requested cancellation after dispatch.

5. Order quality and missing items

If your order is incorrect, incomplete, damaged, materially delayed, or does not meet reasonable expectations, please contact us promptly. Include your order number, a clear description, and photographs where relevant. We may offer a replacement, partial refund, full refund, store credit, or another reasonable remedy depending on the circumstances and applicable law.

We may not provide a refund for issues reported after an unreasonable delay, where food was stored or handled improperly after delivery or pickup, where a request is based on a disclosed ingredient or customer-selected option, or where we cannot reasonably verify the issue. This does not limit rights you may have under applicable law.

6. Allergies and dietary requests

Please contact us before ordering if you have an allergy or serious dietary concern. We cannot guarantee an allergen-free environment. A refund may not be available for an order that accurately reflects the menu and your submitted selections, but we will review concerns fairly and comply with applicable law.

7. Promotions, loyalty points, and coupons

Promotional discounts, loyalty redemptions, coupons, and one-time codes are subject to their stated terms. If an order is refunded, cancelled, or found to be fraudulent, we may reverse any points, rewards, credits, or discounts associated with it where permitted by law.

8. Chargebacks and payment disputes

Before starting a chargeback or payment dispute, please contact us so that we can attempt to resolve the issue directly. If a chargeback is initiated, we may provide the payment provider with order, delivery, communication, and fulfillment records needed to respond to the dispute. This does not affect any non-waivable legal rights you may have.

9. How to contact us

For a cancellation, refund, or order issue, contact Farhat Bakery as soon as possible:

Email: [Restaurant: add contact details]

Phone: +1 613-224-4141

Address: 1119 Meadowlands Drive East, Unit B, Ottawa, Ontario, K2E 6N6, Canada