Definitions and Key TermsEligibility for RefundsHow to Request a RefundRefund ProcessingNon-Refundable SituationsReservation Cancellations & DepositsCatering Deposit and Refund PolicySpecial CircumstancesPrivacy & DataContact Us

Refund Policy

Last updated: 23-10-2025

At The Gurkha Lounge & Bar, we are committed to ensuring customer satisfaction and providing an excellent dining experience. If you are not fully satisfied with your order, we offer refunds under certain conditions outlined below. By using our services, you agree to our Terms & Conditions and Privacy Policy.

Definitions and Key Terms

  • Company: refers to The Gurkha Lounge & Bar.
  • Service: refers to the delivery, collection, and reservation services provided by The Gurkha Lounge & Bar.
  • User/Customer: refers to any person or entity using our services.
  • Order: refers to any request for food or services placed by a user.
  • Personal Data: as defined in our Privacy Policy.

1. Eligibility for Refunds

A refund may be issued in the following circumstances:

  • The wrong order was delivered to you.
  • The food was damaged or spoiled upon delivery.
  • There was an error in processing your payment (e.g., duplicate charges or incorrect amounts).
  • Other circumstances as determined by The Gurkha Lounge & Bar in accordance with our Terms & Conditions.

2. How to Request a Refund

To request a refund, please contact us within 24 hours of receiving your order. You can reach us at:

When contacting us, please provide your order details, a description of the issue, and any supporting evidence (such as photos of the incorrect or damaged item). Our team will review your case and respond as soon as possible. By submitting a refund request, you consent to the processing of your personal data as described in our Privacy Policy.

3. Refund Processing

Approved refunds will be processed to the original payment method used at the time of purchase. Please allow 3–5 business days for the refund to appear in your account, depending on your bank or card provider.

4. Non-Refundable Situations

We are unable to issue refunds in the following situations:

  • Orders that have been partially or fully consumed.
  • Cancellations made after the order has already been prepared or delivered.
  • Dissatisfaction based on personal taste preferences rather than a fault in the order.
  • Failure to provide required information or evidence for a refund request.
  • Other exclusions as outlined in our Terms & Conditions.

5. Reservation Cancellations & Deposits

Cancellations of reservations made less than 24 hours in advance may incur a cancellation fee. Deposits paid for large group bookings or special events are generally non-refundable. If you need to cancel or amend a reservation, please notify us at least 24 hours before your scheduled time to avoid any charges. See our Terms & Conditions for more details.

6. Catering Deposit and Refund Policy

A deposit equal to 50% of the total event cost is required to confirm the catering booking.

Cancellations made more than seven days before the scheduled event date will be eligible for a full refund of the deposit.

For cancellations made within seven days of the event date, a cancellation charge equal to 20% of the total event cost will be deducted. Any remaining balance from the deposit will be refunded using the original payment method.

Example

If the total event cost is £1,000, a 50% deposit of £500 is required to confirm the booking.

  • If the booking is cancelled more than seven days before the event, the full £500 deposit will be refunded.
  • If the booking is cancelled within seven days of the event, 20% of the total event cost (£200) will be deducted. The remaining £300 will be refunded.

7. Special Circumstances

In rare cases involving extraordinary events such as significant delays caused by third-party delivery services, natural disasters, or other circumstances beyond your control we will evaluate refund requests on an individual basis. Our goal is to resolve any issues promptly and fairly, ensuring you always have a positive experience at The Gurkha Lounge & Bar.

If you have any questions about our Refund Policy, please do not hesitate to contact us. We are here to help.

8. Privacy & Data

We are committed to safeguarding your personal data in accordance with our Privacy Policy. By submitting a refund request, you consent to the collection and use of your information as described therein. For more information on how we handle your data, please review our Privacy Policy.

9. Contact Us

Last updated: 23-10-2025

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