Havilla Serve
At Havilla Serve, we take pride in preparing fresh, high-quality food and services. Due to the nature of our offerings, this Refund & Returns Policy explains what can and cannot be refunded, and how we handle issues fairly and transparently. In addition to this policy, we also follow khn-uvh-engels-as-of-2024 guidelines for the Hospitality Industry.
1. General Policy
Because we provide freshly prepared food and time-bound services, most items are non-returnable and non-refundable once delivered or collected.
This policy applies to:
- Prepared meals and food combos
- Snacks and add-ons
- Subscription meals
- Event food services
2. Non-Returnable Items
The following items cannot be returned or refunded, except where stated otherwise:
- All perishable food items
- Meals, snacks, and add-ons
- Subscription meals are already prepared or delivered
- Sale or promotional items
This is in line with food safety and hygiene regulations.
3. Eligible Refunds or Replacements
We will offer a refund, credit, or replacement only in the following situations:
- You received the wrong item
- Your order was missing items
- Your food arrived damaged or compromised due to handling or packaging issues
Any issues must be reported within an hour timeframe after delivery or collection, preferably on the same day.
4. How to Report an Issue
To help us resolve issues quickly, please contact us at: info@havillaserve.com
Include:
- Your order number
- A brief description of the issue
- Photos (if applicable)
Once reviewed, we will notify you of the outcome and next steps.
5. Refund Processing
If a refund is approved:
- The refund will be issued to the original payment method
- Processing times depend on your payment provider and bank
Please note that processing times may vary and are outside our direct control.
6. Subscriptions
- Subscription payments are non-refundable once a billing cycle has started.
- You may cancel your subscription at any time before the next billing cycle to avoid future charges.
Cancellation instructions are provided at the point of subscription.
7. Event Services
For event food services:
- Cancellation and refund terms are agreed upon in advance as part of the event booking.
- Last-minute cancellations or changes may not be refundable due to preparation and planning costs.
8. Late or Missing Refunds
If you believe a refund has not been processed:
- Check your bank account again
- Contact your payment provider or bank
- If the issue persists, contact us at info@havillaserve.com
9. No Returns by Shipping
Please do not send food items back to us.
Returned food cannot be accepted for safety and hygiene reasons.
10. Contact Us
If you have questions about this Refund & Returns Policy or need assistance with an order, please contact us:
Havilla Serve
Email: info@havillaserve.com
Our Promise
While food cannot always be returned, care and accountability always apply.
If something isn’t right, we want to know — and we’ll do our best to make it right.