Refund Policy

Refund Policy

Last Revised: October 2025

At Palm & Plum, we are committed to providing high-quality food and excellent customer service. This Refund Policy outlines the circumstances under which refunds may be issued for orders placed at our restaurant or through our delivery services.

GENERAL POLICY

All sales are final once food has been prepared and served. However, we understand that issues may occasionally arise, and we are committed to addressing legitimate concerns about food quality, order accuracy, and service.

ELIGIBILITY FOR REFUNDS

Refunds or replacements may be issued in the following circumstances:

Food Quality Issues

• Food is spoiled, contaminated, or unsafe to consume
• Food is served at an incorrect temperature (e.g., cold when it should be hot)
• Food has foreign objects or contaminants
• Food does not meet basic quality standards due to preparation errors

Order Errors

• You received the wrong items
• Items are missing from your order
• Items contain ingredients you specifically requested to be excluded due to allergies or dietary restrictions (and this was properly communicated at the time of ordering)
• Significant discrepancies between what was ordered and what was received

Service Failures

• Your order was never delivered (for delivery orders)
• Your order was significantly delayed beyond the estimated time without prior notice (delays of 30+ minutes for dine-in, 45+ minutes for delivery)
• Your order was cancelled by us after payment was processed

REFUND REQUEST PROCESS

To request a refund, you must:

Contact us promptly: Notify us of the issue as soon as possible:

• For dine-in: Speak with a manager immediately while at the restaurant
• For takeout/pickup: Contact us within 2 hours of pickup
• For delivery: Contact us within 1 hour of delivery

Provide details: Describe the specific issue with your order, including:

• Order number or receipt
• Date and time of order
• Description of the problem
• Photos of the issue (if applicable and available)

Return the food (when applicable): For significant quality issues, you may be asked to return the food item or show it to our staff for verification

REFUND METHODS AND TIMEFRAMES

Approved refunds will be processed as follows:

• Cash payments: Cash refunds will be provided immediately at the restaurant
• Credit/Debit card payments: Refunds will be credited back to the original payment method within 5-10 business days
• Gift card payments: Refunds will be issued as store credit on a new gift card
• Third-party delivery platform orders: Refunds must be requested through the delivery platform's customer service, as they handle all payment processing

NON-REFUNDABLE SITUATIONS

Refunds will NOT be issued in the following circumstances:

Personal Preference

• You simply did not like the taste of the food
• The food was too spicy, too mild, too salty, etc., when prepared according to our standard recipes
• You changed your mind after ordering
• You ordered the wrong item by mistake

Normal Product Variations

• Minor variations in portion sizes, appearance, or presentation
• Natural variations in fresh ingredients (e.g., size, color, ripeness)
• Minor differences from menu photos (which are for illustration purposes only)

Delay Tolerance

• Minor delays that fall within reasonable preparation and delivery times
• Delays caused by factors beyond our control (severe weather, traffic, etc.)

Customer Error

• You provided an incorrect delivery address
• You were not available to receive your delivery order
• You failed to pick up a takeout order within the designated timeframe

Consumption

• You have consumed more than 50% of the item
• You ate the entire meal and then complained

Late Complaints

• You contact us outside the timeframes specified in this policy
• You fail to report the issue when it could have been immediately resolved

ALTERNATIVES TO REFUNDS

In some cases, instead of a refund, we may offer:

• Replacement: We will remake your order correctly at no additional charge
• Credit: Store credit for a future visit of equal or greater value
• Partial refund: For minor issues affecting only part of your order
• Complimentary items: Additional items on your next visit as a goodwill gesture

GIFT CARDS

• Gift cards are non-refundable except as required by law
• Unused gift card balances can be used for future purchases
• Lost or stolen gift cards cannot be replaced without proof of purchase and original card number

SPECIAL DIETARY REQUESTS

If you have allergies or dietary restrictions:

• You must clearly communicate these at the time of ordering
• If we cannot accommodate your request, we will inform you before preparing the order
• If we agree to accommodate your request but fail to do so, you are eligible for a full refund
• We cannot guarantee a completely allergen-free environment, and cross-contamination may occur despite our best efforts

DELIVERY SERVICE ISSUES

For orders placed through third-party delivery platforms (e.g., Uber Eats, DoorDash, Grubhub):

• Quality and accuracy issues: Contact Palm & Plum directly
• Delivery issues (late delivery, missing items, driver problems): Contact the delivery platform's customer service
• Payment and refund processing: Handled exclusively by the delivery platform

Please note that prices on third-party platforms may differ from our in-restaurant or direct order prices, and we cannot control or refund delivery fees or service charges imposed by these platforms.

CANCELLATIONS

Before Preparation

• You may cancel your order for a full refund if food preparation has not yet begun
• Contact us immediately to request cancellation
• Cancellation may not be possible during peak hours once the order is confirmed

After Preparation

• Once food preparation has begun, orders cannot be cancelled
• You will be responsible for payment even if you choose not to pick up the order

Restaurant Cancellations

• If we must cancel your order due to ingredient unavailability, equipment failure, or other operational issues, you will receive a full refund
• Refunds will be processed within 5-10 business days

FRAUDULENT CLAIMS

Palm & Plum takes refund fraud seriously. We reserve the right to:

• Deny refund requests that appear fraudulent or abusive
• Limit or refuse service to customers with a pattern of excessive refund requests
• Pursue legal action for fraudulent refund claims
• Share information with delivery platforms and payment processors regarding fraudulent activity

FOOD SAFETY CONCERNS

If you believe food served by Palm & Plum caused illness:

• Contact us immediately at support@palmandplum.com
• Seek medical attention if necessary
• Preserve any remaining food as evidence
• Provide documentation from healthcare providers if available

We take food safety extremely seriously and will investigate all such claims thoroughly.

POLICY CHANGES

Palm & Plum reserves the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services after changes constitutes acceptance of the revised policy.

CONTACT US

If you have questions about this Refund Policy or need to request a refund, please contact us:

Palm & Plum

CUSTOMER SATISFACTION COMMITMENT

While this policy outlines the formal terms for refunds, our ultimate goal is your satisfaction. If you're unhappy with any aspect of your experience at Palm & Plum, please speak with our manager or contact us directly. We value your feedback and will always strive to make things right.