Refund & Cancellation Policy

Last updated: 10 January 2026

Copper Kettle Restaurants UAE (“Copper Kettle”, “we”, “our”, or “us”) aims to ensure customer satisfaction while maintaining fair usage of our services. This policy applies to all dine-in, takeaway, website (copperkettle.ae), and delivery orders.

1. Order Cancellation

Orders may be cancelled only before preparation has started.

As our food is freshly prepared upon confirmation, cancellation may not be possible once the kitchen begins preparation. In such cases, we will attempt to provide an alternative solution where reasonably possible.

2. Customer Satisfaction

If there is an issue with your order, please contact us immediately.
Our first priority is to resolve the issue, which may include:

 

    • Replacement of item

    • Correction of missing item

    • Store credit

    • Partial refund (where appropriate)

A full refund is not always the default solution and will depend on the nature of the issue.

3. When Refunds May Be Approved

Refunds may be provided after verification in cases such as:

 

    • Order accepted but not prepared

    • Order paid but not delivered

    • Incorrect item delivered

    • Missing items confirmed

    • Duplicate payment

    • Restaurant unable to fulfill order

Claims must be reported within 2 hours of delivery or pickup time.

4. Situations Not Eligible for Refund

Refunds will generally not be issued where:

 

    • The order was prepared correctly as requested

    • Taste preference or change of mind

    • Customer unavailable to receive delivery

    • Incorrect address or phone number provided

    • Delay caused by traffic, weather, or peak periods

    • Delivery completed and consumed

    • Order placed by mistake by the customer or household member

5. Delivery Timing

Delivery times are estimates only. During busy hours, weekends, Ramadan, holidays, or adverse conditions, delays may occur. A delay alone does not qualify for a refund if the order is delivered in good condition.

6. Failed Delivery

If delivery cannot be completed due to:

 

    • no response on the provided contact number

    • incorrect address

    • customer refusal to receive order

the order will be treated as completed and may not qualify for a refund.

7. Refund Method

Refunds, if approved, will be processed to the original payment method:

 

    • Card payments → returned to the same card

    • Wallet payments → returned to the same wallet

    • Cash payments → replacement or store credit

For security reasons, we cannot transfer refunds to a different card or account.

8. Processing Time

Refunds are initiated within 3–7 business days after approval.
Banks may require 7–14 business days to reflect the amount.

9. Third-Party Orders

Orders placed through Talabat, Deliveroo, Careem, or other partner platforms are subject to their policies. Payment refunds for such orders must be processed through the platform.

10. Chargebacks

Customers are encouraged to contact us before raising a bank dispute.
For chargebacks, Copper Kettle may submit order confirmation, call records, preparation logs, and delivery confirmation as proof of service.

Repeated unjustified disputes may result in refusal of future service.

11. Abuse Prevention

To maintain fair service for all customers, we reserve the right to limit service, cancel future orders, or refuse refunds where repeated misuse of refund requests or false complaints is identified.

12. How to Request Assistance

Email: info@copperkettle.ae
Please provide:

 

    • Order number

    • Order date/time

    • Registered phone number

    • Description of the issue

13. Policy Acceptance

By placing an order with Copper Kettle Restaurants UAE, the customer acknowledges and agrees to this Refund & Cancellation Policy.