Refund Policy

Effective Date: June 6, 2026 | Last Updated: June 6, 2026

1. Introduction

Welcome to Tatte. We take pride in the quality of our food and beverages, and we stand behind every item we serve. We understand that occasionally issues may arise, and we want to make the resolution process as straightforward and fair as possible.

This Refund Policy applies to all purchases made through our website at tatte-cafe.click, via phone, or in person at any Tatte location. By placing an order with us, you agree to the terms outlined in this policy.

For any questions or concerns regarding refunds, please contact us directly at [email protected].

2. Eligibility Conditions for Refunds

To be eligible for a refund, your request must meet the following conditions:

• The item received was materially different from what was ordered (e.g., wrong item delivered).
• The food or beverage item was of substandard quality, spoiled, or unsafe for consumption upon receipt.
• A significant portion of your order was missing upon delivery or pickup.
• The order was not delivered within a reasonable time frame due to our fault or the fault of our delivery partner.
• A technical or billing error resulted in a duplicate charge or an incorrect amount being charged to your payment method.
• You canceled your order within the permissible cancellation window as described in Section 8 of this policy.

Refunds will not be granted based solely on personal preference, change of mind, or dietary preferences that were not communicated at the time of ordering. We encourage all customers to review their orders carefully before submitting them and to communicate any allergies, dietary restrictions, or special requests at the time of ordering.

3. Timeframes for Refund Requests

All refund requests must be submitted within the following timeframes to be considered valid:

Requests submitted outside of these timeframes may not be honored at our discretion. We strongly encourage customers to inspect their orders immediately upon receipt and to contact us as soon as an issue is identified.

4. Non-Refundable Items and Services

The following items and services are generally not eligible for a refund:

• Consumed food or beverages: Items that have been substantially consumed are not eligible for a refund based on quality claims.
• Customized orders: Items prepared according to specific customer instructions and modifications are not eligible for a refund unless they are prepared incorrectly.
• Gift cards and vouchers: Purchased gift cards and promotional vouchers are non-refundable and cannot be exchanged for cash.
• Promotional or discounted items: Items purchased as part of a limited-time promotion or at a discounted rate may have limited or no refund eligibility.
• Delivery fees: Delivery charges are non-refundable unless the non-delivery was due to an error on our part.
• Service fees and gratuities: Applied service fees and voluntary gratuities are non-refundable.
• Dine-in meals that have been served and consumed: Once a dine-in meal has been served and substantially eaten, refunds will not be issued unless a verifiable quality issue is reported to staff during the visit.

5. How to Request a Refund

To request a refund, please follow these steps carefully:

1. Step 1 – Document the Issue: Take clear photographs of the item(s) in question, including any packaging, labels, or receipts. This documentation will help us process your request more efficiently.
2. Step 2 – Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: tatte-cafe.click
3. Step 3 – Provide Required Information: When contacting us, please include the following details:
   • Your full name
   • Order number or transaction ID
   • Date and time of purchase
   • A clear description of the issue
   • Supporting photographs (if applicable)
   • Your preferred resolution (refund, replacement, or store credit)
4. Step 4 – Await Confirmation: Our team will acknowledge your refund request within 1–2 business days and may request additional information if needed.
5. Step 5 – Review and Decision: We will review your request and notify you of our decision within 3–5 business days of receiving all required information.
6. Step 6 – Refund Processing: If your refund is approved, it will be processed according to the timeframes outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time varies depending on the original payment method used:

Please note that while we process refunds on our end promptly, the actual time for funds to appear in your account is subject to your financial institution's processing timelines. We are not responsible for delays caused by third-party payment processors or banks.

Refunds will be issued to the original payment method used at the time of purchase. If the original payment method is no longer available (e.g., expired card, closed account), please contact us so we can arrange an alternative resolution.

7. Partial Refunds

In some circumstances, a partial refund may be issued rather than a full refund. Partial refunds may apply in the following situations:

• Only a portion of your order was affected by a quality issue (e.g., one item out of several).
• You partially consumed an item before discovering a quality concern, and the claim is deemed credible upon review.
• A catering or group order was partially delivered or partially satisfactory.
• A discount or promotional code was applied to the original order, in which case the refund may reflect the actual amount paid for the affected item(s).
• There was a minor discrepancy in the order that did not substantially affect the overall experience.

The determination of whether a partial or full refund is appropriate is made at the sole discretion of Tatte's customer service team, based on the information provided and the nature of the issue.

8. Cancellation Policy

We understand that plans change. Our cancellation policy is as follows:

8.1 Standard Online Orders

For standard food and beverage orders placed through our website or app:

• Cancellations made within 5 minutes of placing the order will receive a full refund, provided preparation has not yet begun.
• Cancellations requested after food preparation has commenced may not be eligible for a full refund. A partial refund or store credit may be offered at our discretion.
• Once an order has been dispatched for delivery, cancellations are no longer accepted.

8.2 Catering and Large Group Orders

For catering orders, event bookings, and large group orders:

• Cancellations made 72 hours or more before the scheduled delivery/pickup time will receive a full refund.
• Cancellations made between 24 and 72 hours before the scheduled time will receive a 50% refund.
• Cancellations made less than 24 hours before the scheduled time are non-refundable.

9. Exchange Policy

Due to the perishable nature of food and beverage products, exchanges are handled differently from traditional retail exchanges.

• If you receive the wrong item, we will arrange for the correct item to be prepared and delivered or made available for pickup at no additional cost, subject to availability.
• Exchanges must be requested within 2 hours of receipt of the original order.
• Exchanges are only available for items of equal or lesser value. If the replacement item is of greater value, a price difference may apply.
• Exchanges for dine-in orders must be requested during the same visit and reported to your server or a manager before leaving the premises.
• We reserve the right to decline an exchange if we determine the issue does not meet our eligibility criteria.

In cases where an exchange is not possible (e.g., item out of stock, delivery area limitations), we will offer a full refund or store credit as an alternative.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund or exchange request, you have the following options for dispute resolution:

10.1 Internal Escalation

You may request that your case be escalated to a senior customer service representative or manager. To escalate a dispute, please email [email protected] with the subject line "Refund Dispute Escalation" and include your original case or order number. Escalated disputes will be reviewed within 5 business days.

10.2 Chargeback Process

If you believe a charge was made in error and we have been unable to resolve the matter to your satisfaction, you may contact your bank or credit card issuer to initiate a chargeback in accordance with their policies. We encourage you to exhaust our internal resolution process before initiating a chargeback, as chargebacks may affect your ability to place future orders with Tatte.

10.3 Consumer Protection Resources

As a consumer in the United States, you have rights under applicable federal and state consumer protection laws, including protections provided by the Federal Trade Commission Act (FTC Act). If you believe you have been treated unfairly, you may file a complaint with:

• Federal Trade Commission (FTC): www.ftc.gov
• Your state's Attorney General office, which handles consumer protection complaints at the state level.
• If you are located in California, additional protections may apply under the California Consumer Privacy Act (CCPA/CPRA) and California consumer protection statutes.

10.4 Informal Mediation

In the event of a significant unresolved dispute, both parties agree to attempt good-faith informal mediation before pursuing any formal legal action. Please contact us at [email protected] to initiate this process.

11. Store Credit

In some cases, instead of a monetary refund, we may offer store credit as a resolution. Store credit:

• Is applied to your account or issued as a digital voucher code.
• Is valid for 12 months from the date of issuance.
• Cannot be converted to cash.
• May be used for any future order placed through tatte-cafe.click or at any participating Tatte location.
• Is non-transferable and may not be sold or exchanged.

12. Special Circumstances

We recognize that certain extraordinary circumstances may arise. In cases of severe weather, public health emergencies, natural disasters, or other events beyond our control (force majeure), Tatte reserves the right to modify its standard refund and cancellation terms. In such cases, we will communicate updates clearly via our website and email communications.

For catering or large event orders affected by force majeure circumstances, we will work with customers on a case-by-case basis to find a fair and equitable resolution, which may include full refunds, rescheduling, or store credit.

13. Changes to This Refund Policy

Tatte reserves the right to update or modify this Refund Policy at any time. Any changes will be effective upon posting to our website at tatte-cafe.click. We encourage you to review this policy periodically. Continued use of our services after the posting of changes constitutes your acceptance of the revised policy.

14. Contact Information

If you have any questions, concerns, or wish to submit a refund request, please contact us using the information below: