Refund Policy

Effective Date: June 9, 2026  |  Last Updated: June 9, 2026

1. Overview

Tatte ("we," "us," or "our") strives to deliver high-quality food and exceptional customer service. We understand that issues may occasionally arise with your order, and we want to ensure a fair and transparent process for resolving them. This Refund Policy governs all purchases made through tatte-food.rest and applies to all customers in the United States.

By placing an order with us, you agree to the terms outlined in this policy. Please read this document carefully before completing any transaction. If you have questions, contact us at [email protected] before placing your order.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund under the following circumstances:

• Incorrect Order: You received items that differ from what you ordered (wrong items, missing items, or incorrect customizations).
• Unsatisfactory Quality: The food received was spoiled, undercooked, overcooked, or otherwise unfit for consumption at the time of delivery or pickup.
• Non-Delivery: Your order was confirmed and charged but never delivered or made available for pickup within the agreed timeframe.
• Significant Delay: Your order was delivered more than 45 minutes past the estimated delivery or pickup time, and you no longer wish to accept it.
• Duplicate Charge: You were charged more than once for the same order due to a technical or processing error.
• Allergen or Dietary Error: The order contained allergens or ingredients that were explicitly excluded in your order instructions, resulting in a health concern or inability to consume the food.

To be eligible for a refund, the following general conditions must also be met:

• The refund request must be submitted within the applicable timeframe described in Section 3 of this policy.
• You must provide sufficient documentation or evidence (e.g., photographs, order confirmation number) to support your claim.
• The issue must not have been caused by circumstances outside our control (e.g., incorrect delivery address provided by the customer).
• For food quality issues, the item(s) in question must not have been fully consumed. Refund requests for items that have been entirely consumed without documented evidence of a defect will be reviewed on a case-by-case basis.

3. Timeframes for Refund Requests

Timely reporting is essential for us to investigate your concern properly. Please adhere to the following timeframes:

Requests submitted outside these timeframes will be reviewed at our discretion. We cannot guarantee a refund for late submissions, but we will make reasonable efforts to assist you.

4. Non-Refundable Items and Services

The following are generally not eligible for refunds:

• Fully consumed food items without documented evidence of a defect or quality issue.
• Orders with personal taste preferences — Refunds will not be issued simply because you did not enjoy the taste of a correctly prepared item.
• Delivery fees — Delivery charges are non-refundable unless the non-delivery was caused by our error or our delivery partner's error.
• Tips and gratuities — Tips paid to delivery personnel are non-refundable.
• Promotional or discounted items — Items purchased using promotional codes or special discounts may be subject to modified refund eligibility terms specified at the time of the promotion.
• Gift cards and store credits — These are non-refundable once issued or redeemed, except as required by applicable law.
• Orders placed with incorrect delivery addresses provided by the customer.
• Orders refused at delivery without a valid reason covered by this policy.

5. How to Request a Refund — Step-by-Step

Follow these steps to submit a refund request:

1. Gather Your Information: Collect your order confirmation number, the email address used to place the order, a description of the issue, and any supporting photos or documentation (especially for food quality or allergen issues).
2. Contact Us Promptly: Reach out to our customer support team within the applicable timeframe (see Section 3). You may contact us via:
   • Email: [email protected]
   • Website: tatte-food.rest
3. Provide Details: In your message, include:
   • Full name and contact information
   • Order number and date of order
   • A clear description of the problem
   • Attached photos or screenshots if applicable
   • Your preferred resolution (refund, replacement, or store credit)
4. Await Confirmation: Our team will send an acknowledgment email within 1 business day confirming receipt of your request.
5. Review and Decision: We will review your claim and notify you of our decision within 3–5 business days. We may contact you for additional information during this period.
6. Resolution: If your refund is approved, it will be processed according to the timelines described in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved, please allow the following processing times:

Please note that while we process refunds promptly on our end, the actual time for the funds to appear in your account depends on your bank or payment provider. We recommend contacting your financial institution if a refund has not appeared after the stated timeframe.

7. Partial Refunds

In some circumstances, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only certain items in a multi-item order were incorrect or unsatisfactory.
• A portion of the order was delivered correctly and in acceptable condition.
• The food quality issue affected only part of the order (e.g., one dish out of several).
• A significant portion of the order was consumed before the issue was reported.
• The delay or error caused inconvenience but the order was ultimately received and accepted.

In cases of partial refunds, the refund amount will be calculated based on the price of the affected item(s), less any applicable fees, discounts, or promotions applied to the order. We will communicate the partial refund amount clearly before processing it.

8. Exchange Policy

Due to the perishable nature of food products, we do not offer traditional exchanges for delivered or picked-up orders. However, if your order was incorrect or contained defective items, we may, at our discretion, offer one of the following remedies:

• Replacement Order: We will prepare and deliver (or make available for pickup) a corrected or replacement item at no additional charge. This option is subject to availability and operational hours.
• Store Credit: If a replacement is not feasible, we may issue store credit equivalent to the value of the affected item(s), which can be applied to a future order.
• Full or Partial Refund: As described in Sections 2 and 7 of this policy.

Your preferred resolution will be taken into consideration, and our customer support team will work with you to find the most appropriate solution given the circumstances.

9. Cancellation Policy

We understand that plans change. Our cancellation policy is as follows:

9.1 Online and App Orders

• Before Preparation Begins: If you cancel your order before our kitchen has begun preparing it, you are entitled to a full refund of the order total, including delivery fees.
• After Preparation Begins: Once food preparation has started, cancellations may not be possible. If a cancellation is accepted at this stage, a partial refund may be issued at our discretion, deducting the cost of ingredients and preparation already invested.
• After Dispatch for Delivery: Orders that have already been dispatched for delivery cannot be canceled. If you refuse delivery without a valid reason covered by this policy, no refund will be issued.

9.2 Catering and Pre-Orders

• Cancellations for catering orders or large pre-orders must be submitted at least 48 hours in advance of the scheduled pickup or delivery time to receive a full refund.
• Cancellations made between 24 and 48 hours before the scheduled time may receive a 50% refund.
• Cancellations made less than 24 hours before the scheduled time are generally not eligible for a refund, as ingredients and preparation resources will already have been committed.
• In exceptional circumstances (e.g., medical emergencies), we will review cancellation requests on a case-by-case basis.

9.3 How to Cancel

To cancel an order, contact us immediately at [email protected] or through the order management section on tatte-food.rest, providing your order number and reason for cancellation.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of a refund request or believe it was handled unfairly, you may escalate your concern through the following process:

1. Internal Escalation: Contact our customer support team at [email protected] and request that your case be escalated to a supervisor or manager. Please include your original case or ticket number. We will respond to escalated concerns within 5 business days.
2. Written Formal Complaint: If the escalation does not resolve your concern, you may submit a formal written complaint to us via email. We will provide a final written decision within 10 business days of receiving your formal complaint.
3. Chargeback or Payment Dispute: You retain the right to dispute a charge with your bank or credit card provider if you believe an unauthorized or incorrect charge was made. We encourage you to contact us first, as chargebacks may take longer to resolve and can complicate the process. We will cooperate fully with any legitimate payment dispute investigation.
4. Consumer Protection Agencies: Customers in the United States may also file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or with their respective state consumer protection office. California residents may also contact the California Department of Consumer Affairs.
5. Legal Remedies: Nothing in this policy limits your right to pursue legal remedies available to you under applicable United States federal or state law, including but not limited to the FTC Act (15 U.S.C. § 45) and applicable state consumer protection statutes.

11. Food Safety and Health Concerns

If you believe that consuming our food has caused a foodborne illness or allergic reaction, please take the following steps:

• Seek appropriate medical attention immediately if you are experiencing a medical emergency.
• Contact us as soon as possible at [email protected] with details of your order and the symptoms experienced.
• Preserve any remaining food in a sealed container, as it may be needed for investigation purposes.
• You may also choose to report the incident to your local health department or the U.S. Food and Drug Administration (FDA) at www.fda.gov.

Refund and compensation decisions related to food safety incidents will be handled with the utmost seriousness and on a priority basis.

12. Policy Modifications

Tatte reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to tatte-food.rest. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage you to review this policy periodically. Continued use of our services after any changes constitutes your acceptance of the updated policy.

13. Contact Information

For all refund requests, cancellations, or questions related to this policy, please contact our customer support team using the details below:

This Refund Policy was last updated on June 9, 2026, and is effective as of the same date. It applies to all orders placed through tatte-food.rest and supersedes any previously published refund policies.