NeutralLane

Introduction

Customer fulfillment is paramount at NeutralLane. We recognize that problems may occur and we pledge to resolve them equitably and promptly. Our Refund Policy explains when refunds are offered and how to request one.

This policy extends to all purchases made online, over the phone, or directly at our locations, including sit-down meals, takeouts, and delivered orders.

Refund Conditions

Refunds or replacements are provided under these situations:

• Quality Issues: If the food you receive doesn’t match our quality expectations (e.g., it's under or overcooked, has foreign objects).
• Incorrect Orders: If the products delivered are different from what you ordered.
• Missing Items: If there are items absent from your order.
• Late Delivery: If the delivery comes much later than the time set (exceeding 30 minutes), considering fair weather and traffic circumstances.
• Double Charges: If you are billed more than once for a single transaction.
• Cancelled Orders: If your purchase is cancelled by either you before preparation, or by us due to unexpected conditions.

Prerequisites for Refund Eligibility

To qualify for a refund, certain criteria must be fulfilled:

• Claims must be made within a reasonable period (usually within 24 hours after receiving the order).
• Details including order number, date, and specific items involved must be provided.
• For concerns regarding quality or accuracy, a description or image of the issue may be useful but not mandatory.
• For delivery issues, information regarding the delivery time and conditions are essential.

Refund Processing Timeframes

Refund claims are addressed quickly. Here are our general timelines:

• Initial Response: Within 24 hours after you submit your refund claim.
• Decision on Refund: Within 48 hours following our initial reply.
• Refund Processing: Once sanctioned, refunds are issued within 3-5 business days.

Note that there could be extra time (usually 5-10 business days) for the refunded amount to show up in your account due to the policies of your payment provider or bank.

Refund Methods

The refund will be done through the original payment method:

• Credit/Debit Card returns will be processed to the same card.
• Payments made via online services (e.g., PayPal) will go back to the initial account.
• Refunds for cash payments at our location might necessitate a visit to the place, or another arrangement might be made.

How to Request a Refund

If there’s a problem with your order, you can ask for a refund through these ways:

For Online Orders:

1. Sign in to your NeutralLane account.
2. Go to Order History and choose the applicable order.
3. Select Report an Issue and proceed as guided.

For All Orders (Including Phone and In-Restaurant):

1. Reach out to our customer service department at [[location.phone_number]].
2. Send an email with your order details and the issue to [email protected].
3. Speak to a manager at our restaurant for in-person orders.

Be ready to provide the following information when seeking a refund:

• Your full name and contact details.
• The receipt or order number.
• The date and time the purchase was made.
• An explanation of the problem.
• Photographs showing the issue (if relevant and possible).

The more detailed the information you give us, the quicker we can address your refund request.

Exceptions to Our Refund Policy

Although we try to accommodate all client issues, there are certain cases where refunds may not be possible:

• Personal Preference: If you dislike the food for personal taste reasons and no quality problem is present. Nonetheless, we take your feedback seriously and may provide a discount for a future order.
• Significant Consumption: We might offer a partial refund or different resolution if most of the meal (over 50%) has been eaten.
• Late Reporting: Problems reported after more than 24 hours upon receipt will be considered on an individual basis.
• Third-Party Delivery Services: For orders made via external delivery services (e.g., UberEats, Deliveroo) please seek a refund via those services as per their own procedures.
• Special Events and Catering: For individually made catering requests and large-scale event orders, refund conditions are established at the booking time.

In instances where a full refund isn't provided, alternative solutions might be offered, such as:

• Credit for future purchases or vouchers.
• A replacement for the items in question.
• A refund proportional to the problem.

Gift Cards and Promotional Offers

Gift Cards

Purchased gift cards from NeutralLane are not refundable, yet they have certain advantages:

• They come without an expiry date and can be used anytime.
• The cards can't be exchanged for cash unless the law mandates.
• In the event of a lost or stolen card, we can replace it on presentation of the purchase proof and the original gift card number.

Promotional Offers and Discounts

In the case of orders utilizing promos, discounts, or special deals:

• The refund would reflect the amount you paid after taking off any discounts.
• One-off promotional codes used are non-reusable or restorable if an order is refunded.
• Should a free product be part of a promo and you return other paid items, the value of the free product isn’t refundable.

Customer Satisfaction Guarantee

Apart from the usual refund policy, we provide a Customer Satisfaction Guarantee. If for any reason you're not fully pleased with your NeutralLane experience, please inform us. While this doesn’t always result in monetary reimbursement, we will try our best to ensure your future experiences meet your expectations.

All feedback is reviewed by our management team and used as an opportunity to better our food, service, and the general customer experience.

Policy Changes

We may alter this Refund Policy at any moment. Any amendments will be in effect immediately after being posted to our website. It's your duty to review this policy at intervals for updates. Your continued use of our services after changes are posted means you consent to them.

Contact Information

For any inquiries or doubts regarding our Refund Policy, you can get in touch with us:

We endeavor to respond to all queries within 24 hours on business days.