Refund, Replacement & Customer Satisfaction Policy

We prepare every meal with care using quality ingredients and strive for accuracy with every order.

If we make a mistake or your order does not meet reasonable quality expectations, please contact us promptly so we have the opportunity to make it right.

Prepared food is perishable.

For food safety reasons, we generally cannot accept returns of:

• Prepared meals
• Protein bowls
• Egg rolls
• Salads
• Hot food
• Cold food
• Beverages
• Sauces or dressings that have been opened

Returned food may not be resold or redistributed.

Depending on the circumstances, you may qualify for a refund, replacement, or store credit if:

• You received the wrong item.
• An item you paid for was missing.
• Your order could not be fulfilled by Jamaica on the Grill.
• The food was significantly compromised before delivery due to an issue within our control.
• You were charged incorrectly.
• Your order was duplicated because of a confirmed payment processing error.

Each request is reviewed individually.

Refunds are generally not provided for:

• Personal taste preferences.
• Changes of mind after preparation has begun.
• Failure to read ingredient descriptions.
• Food allergies that were not disclosed before ordering.
• Incorrect delivery addresses provided by the customer.
• Orders not collected during pickup hours.
• Missed deliveries caused by inability to contact the customer.
• Delays caused by weather, traffic, or circumstances beyond our reasonable control.
• Food that was improperly stored after delivery or pickup.

If you believe there is a problem with your order, please notify us as soon as reasonably possible after receiving it.

Prompt reporting helps us investigate and provide an appropriate resolution.

Requests submitted long after delivery may be more difficult to verify and may not be eligible for compensation.

To evaluate a claim, we may request:

• Photographs of the food or packaging.
• Your order number.
• A description of the issue.
• The date and approximate time of purchase.
• The name used to place the order.

Providing this information helps us investigate fairly and improve our operations.

When appropriate, Jamaica on the Grill may offer to replace:

• Incorrect items.
• Missing items.
• Food affected by a verified preparation issue.

Replacement availability depends on:

• Inventory
• Operating hours
• Delivery availability
• Food safety considerations

In some situations, we may issue store credit instead of a refund.

Store credits may:

• Be applied toward future purchases.
• Have an expiration date where permitted by law.
• Be non-transferable unless otherwise stated.

Approved refunds are generally issued to the original payment method used for the purchase.

Processing times vary depending on your bank, credit card issuer, or payment provider and are outside our control.

Delivery fees, service fees, gratuities, and similar charges are generally non-refundable once delivery has been attempted or completed, unless required by law or caused by an error on our part.

Large catering or corporate orders may require:

• Advance deposits.
• Confirmation of final quantities.
• Cancellation deadlines.

Deposits may become partially or fully non-refundable after food preparation, ingredient purchasing, or production has begun.

Specific catering agreements may supersede this Policy.

Orders placed using:

• Coupon codes
• Promotional discounts
• Loyalty rewards
• Free delivery offers
• Free sample programs

remain subject to this Policy.

Refund eligibility is based on the amount actually paid, not the full retail value of promotional items.

Products received through our Free Sample Program are promotional items.

Because no purchase is generally required for eligible promotional samples, free samples are not eligible for cash refunds.

If a verified issue occurs with a sample, we may, at our sole discretion:

• Replace the sample,
• Offer a different eligible sample, or
• Provide another promotional remedy.

For unopened retail products such as bottled sauces, dressings, marinades, or packaged merchandise purchased directly from Jamaica on the Grill, refund or exchange requests may be considered on a case-by-case basis if:

• The product is unopened.
• The packaging has not been altered or damaged.
• The request is made within a reasonable period after purchase.
• Proof of purchase is provided.

Food safety regulations may limit our ability to accept returns of food products.

Customers are responsible for reviewing their order carefully before submitting it.

Once food preparation has begun, changes or cancellations may no longer be possible.

If you accidentally order the wrong item, please contact us immediately. We will make reasonable efforts to assist when production has not yet started, but changes cannot be guaranteed.

If you believe a charge was made in error, please contact Jamaica on the Grill before initiating a payment dispute with your financial institution.

Many issues can be resolved more quickly through our customer service team.

Fraudulent or abusive chargebacks may result in restrictions on future purchases where permitted by law.

To protect our customers and business, Jamaica on the Grill reserves the right to deny refunds, replacements, or promotional benefits when we reasonably believe there has been:

• Fraud.
• Promotional abuse.
• Repeated unsupported claims.
• Identity misrepresentation.
• Payment fraud.
• Unauthorized use of another person's payment method.
• Abuse of our customer satisfaction process.

We strive to resolve concerns respectfully and professionally.

Abusive, threatening, discriminatory, or harassing behavior toward our employees, contractors, delivery personnel, or representatives may result in the denial of service or restrictions on future orders, as permitted by law.

Each situation is unique.

Refunds, replacements, discounts, store credits, or other goodwill accommodations are provided at Jamaica on the Grill's reasonable discretion, taking into account applicable law, food safety, and the specific facts of each case.

Nothing in this Policy limits any rights you may have under applicable consumer protection laws.

Jamaica on the Grill reserves the right to modify this Refund, Replacement & Customer Satisfaction Policy at any time.

The most current version will be posted on our website with an updated Effective Date.

Continued use of our services after updates are posted constitutes acceptance of the revised Policy.

If you have questions about your order or would like to request assistance, please contact Jamaica on the Grill using the contact information published on our website.

Our team is committed to reviewing every concern fairly and working toward a reasonable resolution whenever possible. We appreciate your trust and the opportunity to serve you.