Effective Date: 2nd February 2025
Last Updated: 2nd February 2025

At Palace Restaurant, we are committed to providing high-quality Lebanese and Indian Halal cuisine in Pattaya, Thailand. Customer satisfaction is our priority, and we aim to ensure that every dining or online order experience meets your expectations.

This Refunds and Returns Policy outlines the conditions under which customers may be eligible for refunds, replacements, or compensation.

1. General Refund & Return Policy

Due to the perishable nature of food, we generally do not accept returns. However, we will consider refunds or replacements in cases where:

  • Incorrect items were delivered.
  • Damaged or contaminated food was received.
  • Missing items from an order.
  • Delivery delays that significantly impacted the quality of the food (e.g., excessive delays beyond control).
  • Dine-in service issues, including food quality concerns.

Each refund or replacement request will be reviewed on a case-by-case basis to ensure fairness for both the customer and the business.

2. Refund & Compensation Eligibility

A refund, replacement, or discount may be offered in the following circumstances:

2.1 Incorrect or Missing Items

  • If you received the wrong order or items are missing, please notify us immediately upon receipt.
  • Contact us via email at info@palacerestaurantthailand.com or WhatsApp/call our restaurant.
  • You may be required to provide a photo of the received items as proof.
  • We will arrange a replacement or a refund for the missing or incorrect items.

2.2 Damaged or Contaminated Food

  • If the food is spoiled, undercooked, or contaminated, you may be eligible for a refund or replacement.
  • Report the issue within 1 hour of receiving the order.
  • We may request photos or evidence to verify the complaint.

2.3 Quality Issues (Dine-in & Delivery)

  • If you are unsatisfied with the taste, texture, or preparation of your food, please inform our staff immediately for a possible replacement.
  • If you took the food home or ordered delivery, contact us within 1 hour of receiving your order for evaluation.

2.4 Delivery Delays & Issues

  • If a delivery order was excessively delayed due to an issue on our end, we may offer a partial refund or discount for future orders.
  • Delivery delays caused by third-party services (e.g., Grab, Foodpanda, Lineman) are not eligible for refunds, but we will assist in resolving issues with the provider.

3. Non-Refundable Situations

Refunds will not be issued in the following cases:

  • Change of mind or incorrect order selection by the customer.
  • Food that was partially consumed before reporting an issue.
  • Delays due to high demand, traffic, or weather conditions affecting delivery times.
  • Orders placed through third-party food delivery services (we recommend contacting their customer support).
  • Complaints made after 24 hours of order completion.
  • Discounted, promotional, or complimentary meals.

4. How to Request a Refund or Replacement

If you believe you qualify for a refund or replacement, follow these steps:

Step 1: Contact Us Promptly

  • Email us at info@palacerestaurantthailand.com
  • Call or WhatsApp our restaurant (details available on our Website).
  • If applicable, visit us in person at:
    ROYAL GARDEN PLAZA, Ground Floor, Next to Sizzler, 218 Beach Rd, Pattaya City, Bang Lamung District, Chon Buri 20150, Thailand

Step 2: Provide Order Details

  • Your order number or receipt.
  • A photo of the issue (if applicable).
  • A brief explanation of the problem.

Step 3: Resolution Process

  • We will review your request within 24 hours.
  • If approved, refunds may be processed as:
    • A replacement meal (preferred).
    • A credit or discount for future orders.
    • A monetary refund, if applicable (see Section 5).

5. Refund Processing & Timeframe

If a refund is approved, it will be processed as follows:

  • For card payments: Refunds will be issued to the original payment method and may take 5–10 business days depending on your bank.
  • For cash payments: Customers must visit the restaurant to collect their refund.
  • For online payment providers (e.g., PayPal, GrabPay, Line Pay): Refund times depend on the provider’s policies.
  • For partial refunds: Customers may receive store credit or a discount on their next order instead of a monetary refund.

6. Fees & Costs Involved

  • No additional fees apply for refunds due to our error.
  • If a customer incorrectly placed an order, a refund may still be issued at our discretion, minus transaction processing fees (if applicable).
  • If food needs to be returned to the restaurant, the customer may be responsible for return transport costs.

7. Returns Policy for Non-Food Items

Currently, we do not sell merchandise, utensils, or non-food items, so returns do not apply. If we introduce such items in the future, this section will be updated.

8. Modifications & Policy Updates

We reserve the right to modify this Refunds and Returns Policy at any time. The most recent version will always be available on our Website. Any significant changes will be communicated via email or Website notice.

9. Contact Information

If you have any concerns or questions, please reach out to us:

📍 Palace Restaurant
🏢 ROYAL GARDEN PLAZA, Ground Floor, Next to Sizzler, 218 Beach Rd, Pattaya City, Bang Lamung District, Chon Buri 20150, Thailand
📧 Email: info@palacerestaurantthailand.com
📞 Phone/WhatsApp: Available on our Website

By placing an order or dining at Palace Restaurant, you agree to the terms of this Refunds and Returns Policy.

Last Updated: 2nd February 2025