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REFUND & CANCELLATION POLICY

LAST UPDATED ON 24th NOVEMBER 2024

EMAIL:

PHONE:

ADDRESS:

HOURS:

0426 874 002

28 Dixon Dr, Pimpama, 4209, QLD

MON-SAT from 9am-7pm

This Refund and Cancellation Policy (“Policy”) governs the terms and conditions under which refunds and cancellations are processed by HIS IDEA PTY LTD (ABN: 55 666 057 807) t/a Kenzo Sushi Pimpama (“Kenzo Sushi,” “we,” “us,” or “our”). By placing an order with us or utilizing our services, you agree to be bound by the provisions set forth herein.

1. Cancellation Policy

1.1. Cancellations by the Customer

1.1.1. Customers may request the cancellation of an order prior to the commencement of its preparation. Once preparation of the order has begun, cancellation requests will no longer be accepted.

1.1.2. Cancellation requests must be made immediately by calling us on 0426 874 002.

1.2. Cancellations by Kenzo Sushi

1.2.1. Kenzo Sushi reserves the right to cancel any order at its sole discretion, including but not limited to the following circumstances:

• Errors or inaccuracies in pricing or menu descriptions.

• Unavailability of the ordered items.

• Suspected fraudulent activity or issues with payment authorization.

1.2.2. In the event that Kenzo Sushi cancels an order, the customer will be notified promptly, and any payment made will be refunded in full to the original payment method.

2. Refund Policy

2.1. Eligibility for Refunds

Refunds may be issued at the sole discretion of Kenzo Sushi under the following conditions:

Incorrect Orders: Where the delivered items do not match the order placed, a replacement may be provided, or a refund will be issued for the affected items.

Quality Concerns: Customers may request a refund if the quality of the food received is demonstrably below the standard reasonably expected. Claims must be submitted within 24 hours of receipt of the order and supported by photographic evidence, where applicable.

Missing Items: In the event of a missing item, the customer may request either a replacement or a refund for the item in question.

2.2. Non-Refundable Circumstances

Kenzo Sushi shall not provide refunds under the following circumstances:

Personal Preferences: Refunds will not be granted for subjective issues such as dissatisfaction with taste, flavor, or portion size.

Delayed Delivery: Refunds will not be issued for delivery delays caused by third-party services, traffic, weather conditions, or other unforeseen events beyond our reasonable control.

Allergic Reactions: Customers are responsible for disclosing any allergies or dietary restrictions at the time of placing their order. Refunds will not be issued for allergic reactions resulting from a failure to notify us of such conditions.

2.3. Processing of Refunds

2.3.1. Refunds shall be issued to the original payment method used for the transaction.

2.3.2. Customers should allow up to 10 business days for the refund to be processed and reflected in their account, depending on their financial institution.

3. Reporting Issues

3.1. To report any issues with an order, customers must contact Kenzo Sushi within 24 hours of receiving their order via one of the following methods:

Email: [email protected]

Phone: 0426 874 002

In Person: Visit our restaurant during operating hours and speak directly with a manager.

3.2. All claims must include:

3.2.1. The order number or receipt of purchase.

3.2.2. A detailed description of the issue encountered.

3.2.3. Photographic evidence, where applicable, to substantiate the claim.

4. Amendments to this Policy

Kenzo Sushi reserves the right to amend or modify this Policy at any time and without prior notice. Any changes to this Policy will be effective immediately upon publication on our website. Customers are encouraged to review this Policy periodically to ensure they remain informed of any updates.

5. Limitation of Liability

To the fullest extent permitted by law, Kenzo Sushi shall not be held liable for any indirect, incidental, or consequential damages arising from or related to refunds, cancellations, or the use of its services, including but not limited to loss of profits, loss of goodwill, or delays in delivery.

6. Governing Law

This Policy shall be governed by and construed in accordance with the laws of Queensland, Australia. Any disputes arising under or in connection with this Policy shall be subject to the exclusive jurisdiction of the courts of Queensland, Australia.

7. Contact Information

If you have any questions or concerns regarding this Refund & Cancellation Policy, please contact us at:

Email: [email protected]

Phone: 0426 874 002

Address: 28 Dixon Dr, Pimpama, 4209, QLD