Refund Policy Empire Restaurant

Your Money is Secure. If your payment has been deducted via UPI, Debit/Credit Card, Net Banking, or Wallet, please do not worry — your money is safe as per consumer safeguarding guidelines.

This situation may occur when bank servers are unable to confirm the payment status immediately. If the bank confirms the payment to our servers within 10–15 minutes, your order will be processed automatically.

If the bank confirms the payment after 15 minutes, the order will be automatically rejected, and a refund will be initiated. Once the refund is initiated, it may take 5–7 working days for the amount to be credited back to your account.

Note: Empire is not responsible for delays caused by banks or payment gateways.

If any item is missing from your order, you must report it within 30 minutes of delivery. The request must be supported with:

• Order details
• Clear evidence (photo/video of received items and packaging)

Resolution: Upon a valid verification, Empire will refund the value of the missing item, or provide a replacement (subject to feasibility).

Note: Claims without valid proof may not be eligible for a refund, and repeated claims may be reviewed and could lead to the restriction of services.

If your order is received in a damaged, tampered, or spilled condition, please report it within 30 minutes of delivery.

a. Valid Cases Include:

• Spillage or leakage
• Broken or tampered packaging
• Missing seals (where applicable)

b. Resolution: Based on a valid verification, Empire Restaurant may offer a partial or full refund, or provide a replacement (subject to feasibility).

c. Conditions: Evidence (photos/videos) is mandatory for all packaging-related complaints. Minor packaging dents that do not impact food quality may not qualify for a refund.

d. Non-Eligible Cases: Refunds may not be applicable in the following scenarios:

• Delay in reporting beyond 30 minutes of delivery
• Incorrect claims without supporting evidence
• Issues arising due to customer mishandling after delivery or incorrect delivery instructions provided

e. Refund Processing: Approved refunds will be processed within 5–7 working days. Refunds will be credited via the original payment method, or bank transfer / UPI (for COD orders).

If you experience any issues related to food quality, please report it within 30 minutes of delivery.

a. Quality issues may include:

• Food not meeting expected quality standards
• Undercooked or overcooked items
• Stale or spoiled food

b. Evidence Requirement: All quality-related complaints must be supported with clear photos and/or videos of the item and order details. Failure to provide sufficient evidence may result in rejection of the claim.

c. Resolution: Upon verification, Empire may, at its sole discretion, offer a partial or full refund or provide a replacement for the affected item.

d. Non-Eligible Cases: Refunds or replacements may not be applicable in the following situations:

• Personal taste preferences (e.g., spice level, flavour expectations)
• Minor variations in appearance or presentation
• Claims reported after substantial consumption may be subject to review
• Improper storage or handling after delivery

e. Safety Concerns (Priority Handling): In case of serious issues (e.g., suspected contamination or foreign objects), customers are advised to immediately stop consumption and report the issue with supporting evidence. Such cases will be treated on a priority basis and escalated internally to the respective stakeholders or team members.

f. Refund Processing: Approved refunds will be processed within 5–7 working days and will be credited via the original payment method, or bank transfer / UPI (for COD orders).

If you believe the quantity of any item received is less than expected, please report the issue within 30 minutes of delivery.

a. Evidence Requirement: All quantity-related complaints must be supported with clear photos and/or videos of the item received and order details. Claims without sufficient evidence may not be considered.

b. Standardization Note: All food items are prepared and served as per standardized portion sizes defined by Empire Restaurant. Variations in perception of quantity may occur based on individual expectations.

c. Non-Eligible Cases: Refunds or adjustments may not be applicable in the following cases:

• Complaints based on personal expectations rather than standard portion sizes
• Partial or significant consumption of the item before reporting
• Delay in reporting beyond 30 minutes
• Lack of supporting evidence