Refund Policy
At Pondok Ketam, we aim to provide the best possible dining experience for our customers. Please read our Refund Policy carefully.
1. General Policy
- All food and beverage purchases are non-refundable once prepared and served.
- Due to the nature of food items, we do not accept returns or exchanges after an order has been completed.
2. Incorrect or Incomplete Orders
If you receive:
- An incorrect item
- An incomplete order
- An order that does not match what was requested
Please notify our staff immediately at the counter or within the same day for takeaway or delivery orders. We will assess the issue and may offer:
- A replacement item, or
- A partial or full refund, at our discretion
3. Food Quality Issues
If there is a genuine issue with food quality:
- Please inform our staff as soon as possible and provide relevant details.
- We may request the food item to be returned or inspected where applicable.
Refunds or replacements will be considered on a case-by-case basis.
4. Online Orders & Third-Party Platforms
- Orders placed via third-party platforms (e.g. delivery or reservation services) are subject to the refund and cancellation policies of those platforms.
- Pondok Ketam is not responsible for refund processing delays or decisions made by third-party providers.
5. Payment Refund Method
- Approved refunds will be made using the original payment method, where possible.
- Refund processing times may vary depending on the payment provider or platform used.
6. Cancellations
- Order cancellations may only be accepted before food preparation begins.
- Once preparation has started, cancellations and refunds will not be allowed.
7. Policy Updates
Pondok Ketam reserves the right to update or amend this Refund Policy at any time without prior notice. Changes will be effective immediately once published on this website.
8. Contact Us
If you have any questions regarding this Refund Policy, please contact us:
Pondok Ketam
📧 Email: admin@pondokketam.menu
📞 Phone: +6012 560 4435
