AquaTerra Refund Policy
To provide the best customer satisfaction, we provide the following solutions. Feel free to contact us if you have any questions regarding the Return & Refund Policy by emailing us at the restaurant. For immediate response, please call the restaurant. Preparation of your order can begin immediately after your order has been confirmed. We cannot accept cancellations once your order has been confirmed with the restaurant.
Food Order Errors
If you receive food that is different from your receipt, we sincerely apologize. Please call us as soon as you notice that there was an error in your order. You may come to pick up the correct food item.
For credit card payments, you will be refunded the sales price amount associated with the error and recharged for the new items price. Refunds are processed in 3 – 5 business days.
For cash payments, you will be asked to pay the difference of the balance if the new food has a greater value than the food received in error. In the same way, you will receive the difference of the balance back as credit for the new item if less than the food received in error. In some cases, we may offer you a store credit.
Your order will be a priority if you come to pick it up. In all cases, please return the food order in the original container(s)* to our host.
Food Order Incomplete
In the rare occasion that you do not receive food that is on your receipt, we will make it up to you. Please call us as soon as you notice that any food items were not received in your order. You may cancel the missed food before we prepare it without any question, and we will refund the amount to a credit card or we will refund you with a store credit. No cash refunds.
Food Order Dissatisfaction
We cook our food fresh to order with only the finest and freshest ingredients. We take great care and pride in all of the dishes we make. Please call us immediately if you receive unsatisfactory food caused by a dislike or objects in the food. We will need the food returned in the original container(s)* so we may investigate and deal with the issue. We will prepare you a new food order. If you do not wish to receive a new dish, we may refund the amount to a credit card or we will refund you with a store credit only after we receive the food in the original container(s)* and have confirmed the error to the discretion of the manager on duty.
Cancel Order
Sorry, we cannot cancel, refund or give store credit if you change your mind or mistakenly order an item after the order is prepared. We cannot provide any refund on beverages.
Complimentary Food
Sorry, we cannot provide a refund or cash value on any complimentary food.
As a private business, it is the right of the restaurant to deny or refuse service to any customer for any reason. If a customer abuses any of the Return & Refund Policy we, unfortunately, will not be able to conduct future business with the customer so that we may continue to provide excellent and quality food and service for you and our other wonderful and frequent patrons.
Please note: we strive to prepare and package our pick-up items to preserve the high quality of the food. Keep in mind the temperature, sauce, and consistency of some items may vary slightly after being packaged.
Event Tickets
If you have purchased a ticket for an event through our website and your plans have changed, please call us at your earliest convenience and we will issue a full refund.
Refunds cannot be processed if you have missed your event or if the event has already passed.
If your event is cancelled, you will be refunded the full ticket price.
Refunds will be processed in 3 to 5 business days.
Gift Cards
If you are wanting to refund an unused gift card please contact us. We will refund the full amount within 3 to 5 business days.
Partially used gift cards cannot be refunded.
Shop
If you are not satisfied with the item(s) ordered, please notify us right away. You must provide a SPECIFIC reason for the return and return the item(s) to us in the original state it was packaged in. You must bring your receipt/proof of purchase.
A full refund will be issued in 3 to 5 business days if our team deems the item(s) returnable and unused.
CONTACT US
For more information, if you have questions, or if you would like to make a complaint, please contact us by e-mail at info@aquaterrakingston.com or by mail using the details provided below:
AquaTerra
1 Johnson St Kingston, ON K7L 5H7
Canada