Cancellation Refund Policy

If you are requesting to cancel or change an order that is being processed, you must contact us within 24-48hours from your processed order (Applicable to Cancellation) and at least 24hours prior your upcoming delivery slot (Applicable to changes to meal items, post-ponding of delivery, delivery address changes) or we will not accept any change or cancellations.

Prior any change and cancellation are entirely at our discretion and in the event of a refund, the total price of any cancelled order (only if the request is made within the 48hours window from your processed order) will either be recommended to switch as credits for future purchase or partially transfer back via Paynow to your desired bank or credit card that was used to place the order within 2 weeks period. There will be an additional $100 admin fee for any cancellations of individual orders.

Most refunds will be issued in credits in exchange to retail and product purchase (i.e Takeaway meal, bone broth, drinks, snacks etc) or in the same method of payment as the original payment at the discretion of our management decision. Pls refer to breakdown of Cancellation & Refund details.

For cancellations:

  • Less than 48hours after order processed: 50% partial refunds and remaining 50% as credits use for other retail and other product purchase. An additional of 3% payment processing fee applies
  • More than 2 working days notice: Only switch to credits use for retail & other product purchase and an additional $100 administrative fee applies.
  • More than 5 working days notice: There will be a 50% charge on your entire order for cancellations and a 30% food wastage charge for changes. An additional $100 administrative fee also applies.
  • More than 7 working day notice: There will be no refunds nor exchange. An additional $100 administrative fee also applies.

For changes:

  • Less than 48hours after order processed: No fees applied
  • more than 48hours notice: An additional $30 administrative fee applies
  • Same-day delivery: An additional $50 administrative fee & any additional prevailing charges incurred (e.g Transportation cost)

 

Please email us at support@keto-indulgence.com or call us at (+65) 84281834