Refund and Returns Policy

Refund and Return Policy

At KayAfricana, we prioritize your satisfaction and strive to provide the best dining and service experience possible. In the rare instance that you are unsatisfied with your order or service, we’ve created the following refund and return policy to ensure clarity and fairness.

1. Refund Eligibility

We offer refunds under the following circumstances:

1. Incorrect Orders: If you receive an item that is different from what you ordered.
2. Food Quality Issues: If the food you receive does not meet our quality standards (e.g., spoiled or undercooked).
3. Late Deliveries: If a delivery arrives significantly late (beyond 60 minutes of the promised delivery time), and the delay was due to our error.

Refunds will not be provided for:

1. Personal taste preferences.
2. Incorrect orders made by the customer.
3. Items that have been consumed or partially eaten unless there is a clear issue with quality.

2. Return Policy for Catering Services

1. Cancellation Before Service:

• Cancellations made more than 48 hours before the scheduled catering event will receive a full refund.

•Cancellations made between 24–48 hours before the event will receive a 50% refund.

•No refunds will be provided for cancellations made less than 24 hours before the event.

2. Returns After Service:

Catering services and delivered meals are non-returnable due to health and safety regulations. However, we will address any complaints about quality or service on a case-by-case basis.

3. Lounge Booking Refund Policy

1.Event Cancellations:

•Full refunds are provided for cancellations made at least 7 days before the event.

•Cancellations made within 3–6 days will incur a 25% cancellation fee.

•Cancellations made less than 72 hours before the event are non-refundable.

2.Damage or Clean-Up Fees:

•If damage occurs during an event or additional clean-up is required, charges will be deducted from the refundable deposit.

4. Procedure for Refunds and Returns

1.Filing a Complaint:

•Contact us within 24 hours of receiving your order or completing your service at info@kayafricana.com or by calling us at 07459041062.

•Provide your order number, receipt, and details of the issue (including photos, if applicable).

2. Investigation:

•Our team will review your complaint and respond within 48 hours.

3. Refund Processing:

•Approved refunds will be processed within 5–7 business days and credited back to the original payment method.

5. Contact Us

For further assistance or inquiries regarding refunds and returns, please reach out to:

•Email: info@kayafricana.com

•Phone: 0745 904 1062

•Visit Us: Unit 2 and 3, 24-26 Cape Hill, Smethwick, United Kingdom, B66 4RN.

We appreciate your understanding and look forward to serving you the best food and service at KayAfricana!