Refund Policy

Waah Gwaan Café Refund & Cancellation Policy

Effective Date: August 26, 2026

At Waah Gwaan Café, we are committed to providing our customers with fresh, quality food and excellent service. We understand that issues can occasionally occur with an order. This Refund & Cancellation Policy explains how we handle refunds, cancellations, incorrect orders, missing items, and food-quality concerns.

1. Order Cancellations

Customers may request cancellation of an order before preparation has started.

Once an order has entered preparation, cancellation may not be possible because food and ingredients may already have been prepared specifically for the order.

If a cancellation is approved before preparation begins, the customer may receive a refund to the original payment method or another agreed form of reimbursement.

2. Incorrect or Missing Items

If you receive an incorrect item or an item is missing from your order, please contact Waah Gwaan Café as soon as possible after receiving the order.

Where the issue is confirmed, we may:

  • Replace the incorrect or missing item;

  • Provide a refund for the affected item; or

  • Provide another appropriate resolution agreed with the customer.

Please provide your order number and, where applicable, a photo of the order received.

3. Food Quality or Order Issues

If there is a problem with the quality of your food, please contact us promptly after receiving your order.

Depending on the circumstances, Waah Gwaan Café may offer:

  • A replacement meal or item;

  • A refund for the affected item;

  • A partial refund; or

  • Another reasonable resolution.

Customers should report food-quality concerns as soon as reasonably possible so that we can investigate and address the issue.

4. Orders That Do Not Match the Description

If an item supplied is materially different from the item ordered or described on our website, please contact us immediately.

Where appropriate, Waah Gwaan Café will provide a suitable remedy, which may include replacement or refund.

Nothing in this policy is intended to limit any rights that consumers may have under applicable Jamaican consumer-protection laws. Jamaica's Consumer Protection Act provides protections where goods are defective or materially different from what was represented.

5. Change-of-Mind Orders

Because food is prepared specifically for customers and may be perishable, we generally do not provide refunds simply because a customer changes their mind after an order has been prepared.

Customers are encouraged to carefully review their order before submitting payment.

This does not affect any consumer rights that may apply where an order is defective, materially different from what was ordered, or otherwise covered by applicable law.

6. Delivery Issues

For delivery orders, customers should verify their order when it arrives.

If an order is missing an item, contains the wrong item, or has another significant problem, please contact us promptly.

If the customer provides an incorrect delivery address or is unavailable to receive the order, additional delivery charges may apply and a refund may not be available for food that has already been prepared.

7. Refunds for Online Payments

Approved refunds for online payments will generally be processed back to the original payment method.

The time required for the refund to appear in the customer's account may depend on the payment processor, bank, card issuer, or other financial institution.

Waah Gwaan Café does not control processing times imposed by third-party financial institutions.

8. Duplicate or Payment Errors

If you believe that you were charged more than once for the same order, please contact us with:

  • Your order number;

  • The date and time of the transaction;

  • The amount charged; and

  • Proof of the duplicate charge, where available.

We will investigate the transaction and, where a duplicate charge is confirmed, process an appropriate refund.

9. Proof of Purchase

Customers may be asked to provide reasonable proof of purchase, such as:

  • Order number;

  • Receipt;

  • Confirmation email;

  • Payment confirmation; or

  • Transaction reference.

The Jamaican Fair Trading Commission recommends that refund policies clearly state the applicable claim period, proof of purchase requirements, refund method, and any permitted deductions.

10. Refund Request Period

Refund or order-issue requests should be submitted as soon as possible and preferably within 24 hours of receiving the order.

Requests submitted after this period may be reviewed based on the circumstances and applicable consumer-protection requirements.

11. Refunds Are Not Automatic

Submitting a refund request does not automatically guarantee a refund.

Each request will be reviewed based on the circumstances of the order, the nature of the complaint, available evidence, and applicable Jamaican consumer-protection laws.

12. How to Request a Refund

To request a refund or report an issue with your order, please contact Waah Gwaan Café through the contact information provided on our website.

Please include:

Order Number:
Customer Name:
Date of Order:
Problem With Order:
Requested Resolution:
Photos/Proof, if applicable:

We will review your request and respond as soon as reasonably possible.

13. Customer Responsibility

Customers are responsible for reviewing their order carefully before submitting payment, including:

  • Food selections;

  • Quantity;

  • Add-ons and modifications;

  • Delivery information;

  • Contact information; and

  • Total order amount.

14. Policy Changes

Waah Gwaan Café reserves the right to update this Refund & Cancellation Policy from time to time. Any changes will be posted on this website with the updated effective date.

15. Jamaican Consumer Protection

This policy is intended to operate consistently with applicable Jamaican laws and consumer-protection requirements. Nothing in this policy is intended to remove or restrict a consumer right that cannot lawfully be excluded.

The Consumer Affairs Commission identifies consumer rights including protection of economic interests, information, redress, e-commerce rights, and privacy.

 

Last Updated: August 26, 2026