Refund Policy
At Roref Restaurant, we strive to provide exceptional dining experiences. This Refund Policy outlines our approach to cancellations, refunds, and customer satisfaction for various services.
Effective Date: August 30, 2025
Last Updated: August 30, 2025
1. General Refund Principles
Our refund policy is designed to be fair to both our guests and our business operations. We consider each refund request on its individual merits and circumstances, while maintaining consistent standards across all services.
1.1 Good Faith Policy
We operate with a good faith policy and will work with customers to find reasonable solutions when circumstances warrant consideration for refunds or credits.
2. Reservation Cancellations
2.1 Standard Dining Reservations
- 24+ Hours Notice: Full cancellation without penalty
- Same Day Cancellation: May result in restrictions on future bookings
- No-Show: May result in restrictions on future bookings
- Weather/Emergency: Flexible cancellation policy applies
2.2 Special Event Reservations
- 7+ Days Notice: Full refund of deposit
- 3-6 Days Notice: 50% refund of deposit
- 48 Hours or Less: No refund of deposit
- Emergency Situations: Evaluated case by case
3. Private Dining and Events
3.1 Deposit Refunds
Private dining events require deposits that are subject to the following refund schedule:
- 30+ Days Notice: Full deposit refund
- 14-29 Days Notice: 75% deposit refund
- 7-13 Days Notice: 50% deposit refund
- Less than 7 Days: No deposit refund
3.2 Event Modifications
- Guest count reductions of 25% or more may affect final pricing
- Menu changes within 7 days may incur additional charges
- Date changes subject to availability and may affect pricing
- Time changes may not always be accommodated
4. Catering Services
4.1 Catering Cancellation Policy
- 72+ Hours Notice: Full refund minus 10% service fee
- 48-71 Hours Notice: 75% refund of total amount
- 24-47 Hours Notice: 50% refund of total amount
- Less than 24 Hours: 25% refund of total amount
4.2 Catering Modifications
Changes to catering orders must be made at least 48 hours in advance. Last-minute changes may result in additional charges or inability to accommodate requests.
5. Gift Certificates
5.1 Refund Eligibility
- Within 30 Days of Purchase: Full refund with original receipt
- Unused Certificates: Refundable within one year of purchase
- Partially Used: Remaining balance may be refunded
- Lost/Stolen: No replacement or refund available
5.2 Gift Certificate Exchanges
Gift certificates may be exchanged for different denominations or transferred to other individuals with proper documentation.
6. Food and Service Complaints
6.1 During Your Visit
We encourage guests to bring any concerns to our attention immediately during their dining experience. We will make every effort to address issues promptly, including:
- Replacing unsatisfactory dishes
- Providing alternative menu options
- Adjusting final bill when appropriate
- Offering complimentary items or services
6.2 Post-Visit Complaints
For complaints made after your visit:
- Contact us within 48 hours of your dining experience
- Provide detailed information about your concern
- Include receipt or reservation confirmation
- We will investigate and respond within 5 business days
7. Special Circumstances
7.1 Force Majeure Events
In cases of events beyond our control, including but not limited to:
- Natural disasters or severe weather
- Government-mandated closures
- Public health emergencies
- Utility failures or infrastructure issues
We will work with affected customers to reschedule services or provide appropriate refunds or credits.
7.2 Restaurant Closures
If we must close unexpectedly:
- Confirmed reservations will receive full refunds
- Prepaid services will be rescheduled or refunded
- Gift certificates remain valid for future use
- Event deposits will be fully refunded or transferred
8. Health and Safety Concerns
8.1 Food Safety Issues
If a guest experiences food safety concerns:
- Immediate medical attention takes priority
- Full investigation will be conducted
- Appropriate refunds or compensation provided
- Cooperation with health authorities as required
8.2 Allergy Incidents
While we take allergy precautions seriously, if an incident occurs despite proper notification, we will provide appropriate assistance and consider compensation on a case-by-case basis.
9. Refund Processing
9.1 Processing Timeline
- Cash Payments: Immediate refund when possible
- Credit Card: 3-5 business days after approval
- Debit Card: 1-3 business days after approval
- Special Circumstances: Up to 10 business days
9.2 Refund Methods
Refunds will be processed using the original payment method whenever possible. Alternative arrangements may be made in exceptional circumstances.
10. Promotional Offers and Discounts
10.1 Promotional Refunds
- Refunds for promotional offers calculated at discounted rate
- Complimentary items or services are non-refundable
- Loyalty points or credits may have different terms
- Group discounts subject to minimum party requirements
11. Dispute Resolution
11.1 Internal Resolution
We encourage customers to work with us directly to resolve any refund disputes:
- Contact our management team within 7 days
- Provide all relevant documentation
- Allow reasonable time for investigation
- Participate in good faith discussions
11.2 External Resolution
If internal resolution is not successful, customers may seek external assistance through:
- Better Business Bureau mediation
- Provincial consumer protection services
- Credit card dispute resolution processes
- Legal remedies as applicable
12. Limitations and Exclusions
12.1 Time Limits
- Refund requests must be made within reasonable timeframes
- Gift certificate refunds subject to expiration dates
- Event-related refunds must follow specified schedules
- General service complaints should be raised within 30 days
12.2 Non-Refundable Items
The following items are generally non-refundable:
- Service charges and gratuities
- Taxes and government fees
- Third-party services arranged through us
- Customized or personalized services
- Consumed food and beverages (except in cases of quality issues)
13. Partial Refunds
In certain circumstances, partial refunds may be appropriate:
- When only part of service was unsatisfactory
- For unused portions of package deals
- When alternative solutions partially address concerns
- As part of goodwill gestures
14. Credits and Rain Checks
14.1 Restaurant Credits
Instead of cash refunds, we may offer restaurant credits that:
- Have no expiration date unless legally required
- Can be transferred to other individuals
- May be combined with other offers
- Can be converted to cash refund upon request within 30 days
14.2 Rain Checks
For weather-related cancellations or unexpected closures:
- Rain checks valid for 6 months from issue date
- Honor original pricing and terms
- Subject to availability for rebooking
- Can be exchanged for refund if rebooking not possible
15. Group and Corporate Bookings
15.1 Group Reservations
Groups of 8 or more people have specific refund terms:
- Deposits required for confirmation
- Cancellation penalties increase closer to event date
- Final headcount required 48 hours in advance
- Menu selections may be required in advance
15.2 Corporate Accounts
Corporate clients may have customized refund terms based on their service agreements and volume commitments.
16. Seasonal and Holiday Policies
16.1 Peak Season Events
During peak seasons (Valentine's Day, New Year's Eve, etc.):
- More restrictive cancellation policies may apply
- Premium pricing may affect refund calculations
- Alternative dates may not be available
- Special terms will be clearly communicated at booking
16.2 Holiday Closures
Scheduled holiday closures are communicated in advance and do not qualify for refunds unless specific arrangements were made.
17. Contact for Refund Requests
17.1 How to Request a Refund
To request a refund, please:
- Contact us as soon as possible after the issue arises
- Provide your reservation confirmation or receipt
- Explain the circumstances clearly
- Specify your preferred resolution
- Allow reasonable time for processing
17.2 Required Information
When requesting a refund, please provide:
- Full name and contact information
- Date of service or reservation
- Confirmation number or receipt
- Detailed description of the issue
- Original payment method information
18. Manager Discretion
Our management team has discretion to:
- Approve refunds outside normal policy parameters
- Offer alternative compensation or services
- Extend deadlines in exceptional circumstances
- Provide additional goodwill gestures
All such decisions are made on a case-by-case basis and do not set precedent for future requests.
19. Policy Updates
This Refund Policy may be updated periodically to reflect:
- Changes in business operations
- Legal or regulatory requirements
- Industry best practices
- Customer feedback and experiences
Updated policies will be posted on our website and communicated to customers as appropriate.
20. Governing Law
This Refund Policy is governed by the laws of the Province of Ontario and the laws of Canada. Any disputes will be resolved in accordance with applicable consumer protection legislation.
Contact Information
For refund requests or questions about this policy, please contact us:
Guest Services Manager
Roref Restaurant
122 Cumberland St, 2nd fl
Toronto, ON M5S 2W7, Canada
Phone: +1 872-627-4672
Email: [email protected]
For urgent matters: Call during business hours (Tuesday-Sunday, 3:00 PM - 10:00 PM)
This Refund Policy was last updated on August 30, 2025, and is effective immediately. We reserve the right to modify this policy with appropriate notice to customers.