Cafe Reze order desk

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Cafe Reze
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Refund & Cancellation Policy

Effective Date: 10 August 2026

This policy explains how Cafe Reze handles cancellations, complaints, replacement requests, and refund decisions for online orders.

1. Scope

  • Applies to orders placed through our website and online ordering flow.
  • Applies to delivery, pickup, and any supported payment method.

2. Order Cancellation by Customer

  • You should contact us immediately if you need to cancel an order.
  • If preparation has not started, we may approve cancellation at our discretion.
  • If preparation or dispatch has started, cancellation may be denied.

3. Order Changes

  • Requested changes (items, address, phone, notes) are not guaranteed after submission.
  • We will try to assist if contacted quickly and operationally possible.

4. When a Refund May Be Considered

Refunds may be considered where there is clear evidence of:

  • Incorrect items delivered by us
  • Missing paid items
  • Order not delivered due to restaurant-side failure
  • Payment charged but order not successfully placed
  • Food quality issue reasonably attributable to handling before handover

5. Cases Generally Not Eligible for Refund

  • Delays caused by weather, traffic, or other events outside reasonable control
  • Customer unavailable at handover time/place
  • Incorrect address/phone details provided by customer
  • Change-of-mind after food preparation has started
  • Quality degradation due to late pickup by customer

6. Resolution Options

Depending on the case, we may offer one of the following:

  • Full refund
  • Partial refund
  • Replacement item
  • Store credit or voucher (where available)

7. How to Report an Issue

  • Contact us as soon as possible after receiving your order.
  • Share your order number, contact details, and issue summary.
  • Where relevant, include photos of items/packaging for faster review.

8. Review and Processing Time

  • We aim to review complaints promptly, typically within 24 hours during operating periods.
  • Approved refunds are returned through the original payment method where possible.
  • Bank/mobile money/provider timelines may affect when funds appear.

9. Payment Disputes

  • Please contact us first so we can investigate and resolve quickly.
  • Unauthorized or abusive chargeback activity may result in account or ordering restrictions.

10. Restaurant-Initiated Cancellations

We may cancel an order when required, including stock outages, pricing errors, safety concerns, or inability to fulfill delivery. Where payment was captured, an appropriate refund or alternative resolution will be offered.

11. Contact Us

Phone: +256 701 578764

Alternative: +256 772 151074

Email: rezecafe@gmail.com

Address: Buganda Road, Opposite Mukwano Courts, Kampala, Uganda