Food Orders:

Once an order has been confirmed and food preparation has started, the order generally cannot be cancelled or refunded.

If you receive an incorrect, incomplete, damaged, or substantially different order, please contact us as soon as possible after receiving your order. Depending on the circumstances, we may provide a replacement, refund for the affected item, or another appropriate resolution.

Incorrect or Missing Items:

If an item is missing or you receive an incorrect item, please contact us promptly with your order details. Where appropriate, we may arrange for the missing or incorrect item to be delivered or provide a refund for the affected item.

Food Quality Complaints:

If you believe there is an issue with the quality of your food, please contact us as soon as possible after receiving your order.

We may request photographs or other relevant information to help us investigate the complaint. Complaints submitted significantly after the order has been completed may not be eligible for a refund or replacement.

Cancellation of Orders:

Regular Food Orders

Cancellation requests should be made as soon as possible after placing the order. If preparation has not yet started, Najmi Public Restaurant may allow the order to be cancelled and may issue a refund, subject to any applicable payment processing or other charges.

Once food preparation has started, cancellation may no longer be possible and the order may not be eligible for a refund.

Catering and Large Orders:

Catering, event, and large orders may require advance purchasing, preparation, staffing, and scheduling. Cancellation and refund terms for such orders may vary depending on the size of the order and how far in advance the cancellation is requested.

Any specific cancellation or refund terms agreed with the customer at the time of booking will take precedence over this general policy.

Delivery Issues:

If an order cannot be delivered because of an incorrect address, an unavailable recipient, failure to answer delivery calls, or other circumstances caused by the customer, the order may not be eligible for a refund.

If the delivery issue is caused by Najmi Public Restaurant or its delivery arrangements, we will make reasonable efforts to resolve the issue, which may include redelivery or a refund where appropriate.

Refund Processing:

Where a refund is approved, the refund will normally be processed using the original payment method.

The time required for the refund to appear in your account may depend on your bank, card issuer, payment provider, or other financial institution. Najmi Public Restaurant is not responsible for delays caused by banks or payment providers after a refund has been initiated.

Promotional Offers and Discounts:

Orders placed using promotional offers, discounts, coupons, or special deals may be subject to additional terms. Unless otherwise stated, promotional discounts or coupons are not exchangeable for cash and may not be refundable separately.

Duplicate or Accidental Payments:

If you believe you have been charged more than once for the same order, please contact us with your order and payment details. After verification, any confirmed duplicate charge may be refunded to the original payment method.

Refund Eligibility:

Refunds are not automatically guaranteed for every complaint or cancellation request. Each request will be reviewed based on the circumstances, order status, preparation stage, and nature of the issue.

Nothing in this policy is intended to limit any rights or remedies that customers may have under applicable UAE laws and regulations.