Effective Date: 01/01/2024

At Dupaat Lounge & Restaurant, we want every customer to have a positive experience. Because our products are primarily freshly prepared and perishable food items, refunds and cancellations are handled according to the circumstances of each order.

1. Order Cancellation

If you need to cancel an order, contact us immediately using:

Phone: 050 652 9408/024 984 7681
Email: meals@dupaatrestaurant.com

Cancellation requests made before food preparation begins may be eligible for a full refund.

Once preparation has started, cancellation may not be possible because the food may have already been prepared specifically for your order.

2. Incorrect Orders

If you receive an item that is different from what you ordered, please contact us as soon as possible after delivery.

We may offer:

• Replacement of the incorrect item; or
• A refund for the affected item.

Please provide your order number and, where appropriate, photographs of the order received.

3. Missing Items

If an item is missing from your order, notify us promptly.

After verifying the order, we may provide the missing item or issue a refund for the missing item.

4. Damaged, Spoiled, or Unsafe Food

If food arrives damaged, spoiled, contaminated, or otherwise appears unsafe to consume, do not consume it.

Contact us immediately and provide your order details and photographs where possible.

After investigation, we may provide a replacement or refund where appropriate.

5. Refund Processing

Approved refunds will generally be processed using the original payment method where practical.

The time required for the refund to appear in your account may depend on the payment provider or financial institution.

6. Non-Refundable Situations

A refund may not be available where:

• The customer provided an incorrect delivery address
• The customer was unavailable or unreachable at the delivery location
• The customer refused an accurately prepared order without an applicable reason
• The food was mishandled after successful delivery
• The complaint is based solely on personal taste or preference
• The customer fails to report an issue within a reasonable period

These exclusions do not affect any rights that cannot legally be excluded.

7. Statutory Rights

Nothing in this Refund Policy is intended to remove or restrict rights available to consumers under applicable Ghanaian law.

For electronic transactions, Ghana’s Electronic Transactions Act includes requirements concerning disclosure of refund and return policies.