Document 2 — Refund & Cancellation Policy (Perishable Food Orders)
Company: Nani Noodles Restaurant LLC (“Nani”, “we”, “us”)
Jurisdiction: Dubai, United Arab Emirates (UAE)
Effective date: 04/03/2026
Because we sell perishable, freshly prepared food, our policy is strict but fair. This Policy is designed to align with applicable UAE consumer protection requirements for addressing defects or service issues, without treating prepared food like returnable retail goods.
1) Order Cancellation (Before Preparation Only)
You may request cancellation only if the restaurant has not started preparing your order.
How to cancel:
Call us immediately at +971 4 553 9658, or
Message us via the Platform support channel (if available).
Important notes:
Once the order status is “Preparing” (or ingredients/prep have started), cancellation is not possible due to perishability and food safety.
If cancellation is approved, we will refund the amount paid back to the original payment method (see Section 5).
2) When You May Receive a Refund, Replacement, or Store Credit
If there is a genuine issue attributable to us (or our delivery process), we will offer one of the following remedies depending on the circumstances: refund, replacement, and/or store credit.
Valid cases typically include:
Wrong item(s) delivered (item differs materially from what was ordered).
Missing item(s) (an item paid for was not included).
Food quality issue upon arrival (e.g., spoilage evident at delivery, severe damage, or product not fit for consumption at the time of receipt).
Order not delivered (charged but not received).
Evidence / verification:
To help us resolve quickly, we may request:
Photos of the received items/packaging, and/or
Order number, delivery time, and a brief description of the issue.
3) Reporting Timeframes (Strict)
Because food quality can change rapidly after delivery, you must report issues within the following time limits:
Missing or wrong items: report within 1 hour of delivery time shown in the Platform/order confirmation.
Quality/spoilage/damage upon arrival: report within 2 hours of delivery.
Reports made after these timeframes may be declined, especially where the condition could reasonably have changed due to storage, reheating, ambient temperature, or handling after delivery.
4) Non-Refundable Situations
Refunds/replacements will generally not be provided in the following cases:
Customer unavailable / unreachable at the delivery address (including no answer to calls/messages).
Incorrect or incomplete address provided by the customer (wrong building/tower, missing unit number, etc.).
Refusal to accept delivery without a valid defect/service reason.
Complaints raised hours later (beyond the reporting timeframes in Section 3).
Preference-based dissatisfaction (e.g., “I didn’t like the taste”) where the item matches the description and is not defective/spoiled.
Issues caused by the customer’s handling after delivery (improper storage, delayed consumption, reheating, etc.).
5) Refund Method & Processing Time
5.1 Original payment method
Approved refunds are processed back to the original payment method used at checkout (card, etc.), unless we agree otherwise.
5.2 Processing timeline
We aim to confirm eligible claims as quickly as possible.
Once approved, refunds typically appear within 7–14 business days, depending on your bank and payment provider processing times in the UAE.
5.3 Store credit option
In some cases (especially minor issues or partial issues), we may offer store credit or a voucher as a faster resolution, subject to your acceptance.
6) Partial Refunds
Where only part of the order is affected (e.g., one missing item), we may offer:
a partial refund equal to the affected item(s) value, and/or
replacement of only the affected item(s), and/or
store credit for the affected item(s).
7) Contact Us (Claims & Support)
To request a cancellation, refund, replacement, or to report an issue, contact:
Email: info@nani.ae
Phone: +971 4 553 9658
Order support hours: 11 am — 9 pm
Please include your order number, delivery address area, and a brief description of the issue (with photos where possible).
8) Consumer Rights
Nothing in this Policy is intended to exclude or limit any non-waivable consumer rights under the applicable laws of the UAE and Dubai, including the UAE Consumer Protection Law and its Executive Regulations.