Restaurant Refund Policy

This policy applies to food, beverage, and dining services availed at the Basundhara Beach Resort restaurant and ice-cream parlour, whether booked in advance, ordered as part of a room package, or ordered directly during your stay.

2.1 General Principle

Because food and beverages are prepared fresh to order, refunds for restaurant orders are limited and handled on a case-by-case basis, guided by the terms below.

2.2 Order Not Yet Prepared

If you cancel a food/beverage order before preparation has begun, you are entitled to a full refund or, at your preference, the amount can be adjusted against another order.

2.3 Order Already Prepared or In Progress

Once preparation of your order has started, cancellation is not possible and no refund will be issued, except where the issue is due to an error on our part (see 2.4).

2.4 Quality, Order-Accuracy, or Service Issues

If you receive:

• An incorrect item (different from what was ordered),
• A dish that is spoiled, undercooked, or not prepared to acceptable food-safety standards, or
• An item significantly delayed beyond a reasonable time without prior notice,

please inform our restaurant staff immediately, and in any case before finishing the meal, so we can address it. Depending on the situation, we will offer one of the following:

• A prompt replacement/re-preparation of the item at no extra cost;
• A credit note valid for use during your current stay; or
• A refund of the amount paid for that specific item.

2.5 Pre-Booked Meal Plans / Set Menus / Events

For meal plans, set menus, buffets, barbecue nights, or special dining events booked in advance (e.g., along with your room package):

• Cancellations made at least [24 hours] before the scheduled meal/event are eligible for a full refund or adjustment.
• Cancellations made within [24 hours] of the scheduled meal/event, or no-shows, are non-refundable, as ingredients and preparation are arranged in advance.

2.6 Payment and Refund Method

Approved refunds will be returned via the original mode of payment (cash refunded in cash; online/card payments refunded to the original source) within [5–7 business days] of approval, subject to bank/payment gateway processing timelines.

2.7 How to Raise a Refund Request

Please raise any restaurant-related concern directly with our on-duty staff or manager at the time of service. For post-stay concerns, contact us at the details in Section 4 with your bill/order details and the nature of the issue.