Refund policy

Business Registration Number: 916602
At Harness Catering Service, we strive to provide our customers with the highest quality
of food and service. However, if you are not completely satisfied with your order, we
offer the following policy regarding replacements, refunds, and cancellations:

1. Eligibility for Replacements

● Incorrect Orders: If you receive an order that does not match your original
request, you are eligible for a replacement meal, not a refund.
● Incomplete Orders: If items are missing from your order, we will either deliver the
missing items or issue a refund for those items.
● Quality Issues: If the food delivered is of poor quality or not up to our usual
standards, please contact us within 24 hours of delivery to request a replacement
meal or a refund, depending on the issue.

2. Time Frame for Requests

● Requests for replacements or refunds must be made within 24 hours of receiving
your order. Requests made after this period may not be eligible for consideration.

3. Conditions for Replacements and Refunds

● Proof of Issue: We may require photos or other proof of the issue to process your
request. This helps us improve our services and ensure that the problem is
addressed.
● Non-Refundable Items: Custom or special orders are non-refundable unless
there is a significant issue with the quality or accuracy of the order.

4. Exclusions

● Minor Issues: Slight variations in taste, temperature, or presentation due to
delivery times are not eligible for replacements or refunds.

● No-Show or Refused Delivery: If you do not show up for a scheduled pickup or
refuse delivery, a replacement meal or refund will not be provided.

5. Cancellation Policy: Events

● Harness Cancellation: In the extreme circumstance that Harness Catering
Service cancels an event within 48 hours of the scheduled event, you will receive
a full refund and may be eligible for a discount on your next order. The exclusion
to this policy is in the case of an act of God (e.g., natural disasters, extreme
weather conditions).
● Client Cancellation: If the client cancels the event within 4 days (96 hours) of the
scheduled date, they will be eligible for a full refund of their deposit. If the client
cancels within this 4-day period, they will forfeit their deposit.

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6. Refund & Cancellation Policy: School Preordered Meals

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This is referring to cancellation of pre-ordered school meals at our primary schools.

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● Ordering cutoff time: All orders must be placed and paid for through the Quicksell app before 8:00am on the day of delivery. Orders are only confirmed once you receive a confirmation text via WhatsApp. 

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● Cancellation before 8:00am: Cancellations made before 8am are eligible for a full refund. Alternatively you may transfer your order to another day on the basis that the new order is of the same value as the previous cancellation. You may request a credit transfer by contacting us on +971505735966

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● Cancellation before 8:00am: Due to our production plans, no refunds or credits will be issued for cancellations or no-shows after 8:00am on the delivery day. 

7. Refund Process

● Original Payment Method: Refunds will be processed through the original
payment method used during the transaction. Please allow 5-10 business days for
the refund to appear in your account.
● Contact Information: For replacement, refund, or cancellation requests, please
contact our customer service team at customerhelp@harnessfood.com with
your order details and the reason for your request.

8. Late Delivery

● In the event of a delayed delivery, we may offer a partial refund or a discount on
your next order as compensation.

9. Customer Satisfaction

● Our goal is to ensure your satisfaction with every order. If you have any concerns
or feedback, please do not hesitate to reach out to us.