Cancellation and Refund Policy

Cancellation of order from our side

SLS Restaurant and its representatives reserve the sole right to cancel your order in the following circumstances:

(i) in the event of the designated address falling outside the delivery zone offered on our platform;

(ii) failure to contact you by phone or email at the time of confirming the order placement;

(iii) failure to deliver your order due to lack of information, direction or authorization from you at the time of delivery;

(iv) unavailability of all the items ordered by you at the time of booking the order; or

(v) failure due to reasons beyond our control or attributable to the staff or management

In all the above events, any payment made in advance will be fully refunded within 24 hours.

In the unlikely event that we deliver a wrong, you can reject the delivery of the wrong item and we will fully refund the online payment made in advance (for the missing item) within 24 hours. If you can do only a partial delivery (as a few items might not be available), your restaurant’s staff should inform the customer or propose a replacement for the missing items.

Cancellation of order from customer’s side

You must notify the restaurant immediately within 5 minutes of ordering if you decide to cancel your order, preferably by phone, and quote your order number. If the restaurant accepts your cancellation, no cancellation fee applies. If the restaurant refuses cancellation, (e.g. preparation of order placed by you has been completed and/or delivery personnel has already been dispatched), we will not be able to refund any order, which has been already dispatched. As a general rule, you shall not be entitled to cancel your order once you have received confirmation of the same from the restaurant. Usually, this is within 5 minutes of placing an order.

If the cancellation was made in time and once the restaurant has accepted your cancellation, we will refund or re-credit your debit or credit card with the full amount within 24 hours which includes the initial delivery charge (where applicable) which you paid for the delivery of the food items, as applicable. We may cancel a contract/order if the product is not available for any reason. We will notify you if this is the case and return any payment that you have made.

However, in the unlikely event of an item on your order being unavailable, we will contact you on the phone number provided to us at the time of placing the order and inform you of such unavailability. In such an event you will be entitled to cancel the entire order and shall be entitled to a refund in accordance with our refund policy.

In the unlikely event that we deliver a wrong item, you have the right to reject the delivery of the wrong item and you shall be fully refunded for the missing item/order within 24 hours by us.