Refund Policy
At Hi Ways Pub and Lounge, your satisfaction is our top priority. We are committed to providing you with premium food, drinks, and service. If your experience is anything less than exceptional, we want to make it right.
When Refunds are Allowed
- Incorrect Order: If you receive a dish or drink that is significantly different from what you ordered.
- Missing Items: If components of your order are missing upon delivery or pickup.
- Failed Delivery: If an order fails to arrive due to an error on our part or our logistics partners.
When Refunds are NOT Allowed
- Change of Mind: Refunds are not provided if you decide you no longer want the item after it has been prepared.
- Delays: While we strive for speed, refunds are not issued for delays caused by factors outside our control, such as heavy traffic or extreme weather.
- Consumed Items: Refunds cannot be claimed for items that have been consumed or partially eaten.
The Refund Request Process
To process your request efficiently, please follow these steps:
- All refund requests must be initiated within 24 hours of the purchase or delivery.
- You must provide valid proof of purchase, such as an original receipt or a screenshot of your digital order confirmation.
- Please include a brief description of the issue and, if applicable, a photo of the incorrect or damaged item.
Processing Timeline & Method
Approved refunds will be processed within 5 to 10 business days. Please note that all refunds will be issued to the original payment method used during the transaction. Your bank or payment provider may require additional time to post the transaction to your account.
Contact & Support
Need assistance with an order or have questions about our policy? Our team at Hi Ways Pub and Lounge is ready to help.
Phone: +233 50 562 0721
We value your patronage and look forward to serving you again soon.