Refund Policy

At Tatte, we are committed to providing our customers with the highest quality food and service. We understand that situations may arise where a refund or exchange is necessary, and we have established this Refund Policy to ensure a fair and transparent process for all our valued customers. Please read this policy carefully before placing an order or making a purchase.

1. Overview

This Refund Policy applies to all purchases made through our website sweet-tatte.rest, in-store, by phone, or through any authorized third-party platform associated with Tatte. By making a purchase with us, you agree to the terms outlined in this policy. We reserve the right to update or modify this policy at any time, and any changes will be posted on our website with a revised effective date.

2. Eligibility Conditions for Refunds

We want every customer to be completely satisfied with their experience at Tatte. Refunds may be issued under the following conditions:

• The food item received was incorrect (wrong item delivered or prepared).
• The food item was of poor quality, spoiled, or contained foreign objects at the time of receipt.
• The order was not delivered within the promised timeframe and the customer did not receive the items.
• The customer received an item to which they have a documented allergy, despite clearly indicating their allergy at the time of ordering.
• The item was significantly different from what was described on our menu or website.
• Duplicate charges were applied to your account for the same order.
• The order was cancelled by Tatte due to our inability to fulfill it.

3. Non-Refundable Items and Services

Due to the perishable nature of food products, certain items and circumstances are not eligible for refunds. The following are considered non-refundable:

4. Timeframes for Refund Requests

To ensure that refund requests can be properly investigated and validated, all refund requests must be submitted within the following timeframes:

• In-Store Purchases: Refund or complaint must be raised immediately at the point of purchase or before leaving the establishment.
• Online Orders (Delivery or Pickup): Refund requests must be submitted within 24 hours of the scheduled delivery or pickup time.
• Catering or Large Group Orders: Refund requests must be submitted within 48 hours of the event or delivery date.
• Billing Disputes (Duplicate Charges): Must be reported within 7 calendar days of the transaction date.

We strongly encourage customers to inspect their orders upon receipt and to contact us as soon as possible if any issues are identified. Requests submitted outside these timeframes will generally not be honored unless exceptional circumstances can be demonstrated.

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

If you believe you are eligible for a refund, please follow these steps to submit your request:

1. Step 1 — Gather Your Information: Before contacting us, collect your order confirmation number, the date and time of purchase, your payment method, and any photographs or documentation supporting your claim.
2. Step 2 — Contact Us: Reach out to our customer support team via email at [email protected] or visit us directly at our location. Please use the subject line "Refund Request — [Your Order Number]" when emailing us.
3. Step 3 — Provide Details: In your message or in person, clearly describe the issue you experienced, attach any supporting photos or documentation, and specify your preferred resolution (refund, replacement, or store credit).
4. Step 4 — Await Confirmation: Our team will acknowledge receipt of your request within 1–2 business days and will begin reviewing your case.
5. Step 5 — Review and Decision: We will investigate your claim, which may include contacting kitchen staff, reviewing order records, or examining provided photographs. A decision will be communicated to you within 3–5 business days of your initial request.
6. Step 6 — Resolution: If your refund is approved, we will process it according to the timelines outlined in Section 6 of this policy. If your request is denied, we will provide a clear explanation of the reason.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds will vary depending on your original payment method:

Please note that while we process refunds promptly on our end, the actual time funds appear in your account is controlled by your bank or financial institution. Tatte is not responsible for any delays caused by third-party payment processors or banking institutions.

7. Partial Refunds

In certain situations, a partial refund may be granted rather than a full refund. Partial refunds may apply in the following circumstances:

• Only a portion of the order was incorrect, missing, or unsatisfactory, while the remainder was delivered as expected.
• The customer consumed part of the order before identifying an issue with the remaining portion.
• A discount, coupon, or promotional credit was applied to the original order that affects the refundable amount.
• The issue reported pertains to one item within a multi-item order and the other items were received in satisfactory condition.

The amount of a partial refund will be calculated based on the proportional value of the affected items, minus any applicable fees or discounts. We will always communicate clearly to the customer how the partial refund amount was determined.

8. Exchange Policy

In many cases, rather than issuing a monetary refund, we may offer an exchange or replacement of your order. Our exchange policy works as follows:

• Same-Day Exchanges: If you identify an issue with your order while still in-store or at the time of delivery, we will make every effort to replace the item immediately at no additional charge.
• Next-Order Replacement: If an exchange cannot be made immediately, we will offer a complimentary replacement item on your next visit or next order, confirmed via email or written communication.
• Store Credit as an Alternative: If you do not wish to receive a replacement, we may offer store credit of equal value to the affected item(s), which can be used toward any future purchase at Tatte.

Exchanges are subject to product availability. If a specific item is no longer available, we will work with you to find a suitable alternative of equal or greater value.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to be as accommodating as possible while also protecting our operations:

9.1 Standard Orders (Online and Phone Orders)

• Orders cancelled more than 30 minutes before the scheduled preparation or pickup time are eligible for a full refund.
• Orders cancelled less than 30 minutes before the scheduled time may only be eligible for store credit, as preparation may have already begun.
• Once an order has entered preparation, cancellations will not be accepted, and no refund will be issued.

9.2 Catering and Large Group Orders

• Cancellations made 72 hours or more before the event or delivery date are eligible for a full refund.
• Cancellations made between 24 and 72 hours before the event are eligible for a 50% refund or full store credit.
• Cancellations made less than 24 hours before the event are non-refundable, as ingredients and preparation will have already commenced.

9.3 Cancellations by Tatte

In the rare event that Tatte must cancel your order due to unforeseen circumstances such as supply shortages, equipment failure, or force majeure events, you will receive a full refund of the amount paid, or the option to reschedule your order at no additional cost.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to utilize our dispute resolution process before seeking external remedies.

10.1 Internal Escalation

If your initial refund request was denied or you are unhappy with the resolution offered, you may escalate your concern by:

1. Sending a written escalation email to [email protected] with the subject line "Refund Dispute Escalation — [Your Order Number]."
2. Including your original refund request details, the decision you received, and the reason you are disputing that decision.
3. Our management team will review escalated disputes within 5–7 business days and provide a final decision.

10.2 Chargeback and Payment Disputes

If you have initiated a chargeback with your bank or credit card company, please also notify us at [email protected]. We will cooperate fully with your financial institution in investigating the matter. Please be aware that initiating a chargeback without first contacting us may result in delays and additional administrative steps.

10.3 Consumer Protection Rights

This Refund Policy does not limit your rights under applicable federal or state consumer protection laws. Depending on your location, you may have additional rights under the Federal Trade Commission (FTC) Act and applicable state consumer protection statutes. Customers located in California also retain rights under the California Consumer Privacy Act (CCPA/CPRA) as it applies to data collected during the refund process.

10.4 Third-Party Mediation

If an internal resolution cannot be reached, either party may request voluntary mediation through a mutually agreed-upon third-party mediator. Costs of mediation shall be shared equally between the parties unless otherwise agreed.

11. How We Handle Your Information During the Refund Process

When you submit a refund request, we may collect and process personal information such as your name, contact details, order history, and payment information. This information is used solely for the purpose of investigating and resolving your refund request. We handle all personal data in accordance with our Privacy Policy, which is available on our website at sweet-tatte.rest. We do not share your personal information with unauthorized third parties during the refund process.

12. Feedback and Continuous Improvement

At Tatte, every complaint and refund request is taken seriously as an opportunity to improve our products and services. We encourage all customers to provide honest feedback, even when a refund is not being requested. Your input helps us maintain the standards of quality and service that our customers deserve. You can submit general feedback at any time via email at [email protected].

13. Policy Amendments

Tatte reserves the right to amend, update, or modify this Refund Policy at any time. Changes will be posted on our website at sweet-tatte.rest and will take effect immediately upon posting unless otherwise stated. We encourage customers to review this policy periodically. Your continued use of our services after any changes constitutes your acceptance of the revised policy.

14. Contact Information

For all refund requests, inquiries, disputes, or general questions related to this policy, please contact us using the details below: