Refund Policy

Why We Don't Accept Returns

As a food service establishment, we must adhere to strict food safety and hygiene standards. We cannot accept returned food items because:

• Food Safety: Once food leaves our premises, we cannot guarantee its handling, storage, or temperature control, making it unsafe to accept back.
• Health Regulations: Sri Lankan food safety regulations prohibit the resale or reuse of food that has left the establishment.
• Perishability: Food and beverages are perishable items that have a limited shelf life and cannot be restocked.
• Quality Control: We cannot verify the condition of food after it has been in a customer's possession.

Quality Guarantee

While we do not offer refunds, we stand behind the quality of our food and service. If you experience any issues with your order, we want to make it right.

What to Do If There's a Problem

If you receive an order that does not meet our quality standards, please contact us immediately. We address issues on a case-by-case basis:

Order Cancellations

• Before Preparation: You may cancel your order and receive a full refund if you contact us before we have started preparing your food. This is typically within 5-10 minutes of placing the order.
• After Preparation: Once your order has been prepared or is out for delivery, it cannot be cancelled, and no refund will be issued.
• Failed Delivery: If we are unable to deliver your order due to incorrect address, unavailability at the delivery location, or refusal to accept the order, no refund will be provided.

Payment Issues

• Payment Failures: If your payment fails during checkout, your order will not be processed. No charges will be made to your account.
• Duplicate Charges: If you believe you have been charged multiple times for the same order, please contact us immediately with your order details and payment proof. We will investigate and process a refund for any duplicate charges within 7-10 business days.
• Payment Disputes: All payments are processed through Payhere, our secure payment gateway. For payment-related issues, please contact us first before disputing charges with your bank or payment provider.

Store Credit

In cases where we determine that an issue was caused by our error, we may offer store credit for a future purchase instead of a refund. Store credit:

• Will be added to your City Cool account
• Can be used for future orders
• Does not expire
• Cannot be transferred to another account
• Cannot be redeemed for cash

Delivery Options

We offer two convenient ways to receive your order:

• Door Delivery within Mannar: We deliver to addresses within the Mannar area. Delivery fees may apply based on distance. Delivery fees are non-refundable.
• Store Pickup: You can pick up your order from our location at No:01 old library complex, Mannar during our operating hours (8AM - 11PM, Monday - Sunday). No delivery fee applies for pickup orders.

How to Contact Us About Your Order

If you experience any issues with your order, please contact us immediately through one of the following methods:

Important: Please contact us within 30 minutes of receiving your order for the fastest resolution of any quality or accuracy issues.

Our Commitment to You

While we cannot offer refunds for food items, we are committed to:

• Preparing fresh, high-quality food for every order
• Following strict food safety and hygiene standards
• Ensuring accurate order fulfillment
• Providing timely delivery within Mannar
• Addressing customer concerns promptly and fairly
• Making reasonable accommodations when issues arise due to our error

Exceptions

The only circumstances under which a refund may be issued are:

• You were charged but no order was placed or confirmed
• Duplicate charges for the same order
• We are unable to fulfill your order and cancel it before preparation
• Technical errors resulting in incorrect charges

Refunds, when approved, will be processed within 7-10 business days to your original payment method through Payhere.

Related Policies

Please review our other policies for more information:

• Terms and Conditions - Full terms of service
• Privacy Policy - How we handle your personal information

Changes to This Policy

We reserve the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with a revised "last updated" date. We encourage you to review this policy periodically.