Refund Policy
Moon Cafe | Korean BBQ (“we”, “our”, “us”)
Last Updated: 12/09/2025
This Refund Policy explains when and how we issue refunds or credits for reservations, deposits, prepayments, events/catering, and online orders. It applies to transactions made directly with us (in-store, by phone, or via our official website). If you used a third-party platform, please see Section 10.
1) Proof of Purchase
To assess any refund or credit request, we may ask for reasonable proof of purchase (e.g., booking confirmation, receipt, bank statement, or the card used).
2) Change-of-Mind
Refunds are not provided for change-of-mind once a booking is confirmed, an order is accepted, or goods/services have been supplied, except as required by the Australian Consumer Law (ACL).
3) Standard Reservations (Small Parties)
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Free Cancellation Window: Cancel or amend ≥24 hours before your reservation time → deposit (if any) is fully refundable.
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Late Cancellation (<24 hours): Deposit becomes non-refundable.
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No-Show / Late Arrival: If you do not arrive or arrive >15 minutes late without notice, we may release the table and treat the deposit as forfeited.
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Special Requests: We will try to accommodate (dietary needs, seating), but they are not guaranteed and do not affect refund eligibility.
4) Group Bookings / Minimum Spend / Set Menus
For group bookings (the threshold is advised at the time of booking) or any booking with a deposit, pre-authorisation, minimum spend, or set menu:
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Cancellation ≥72 hours before: deposit refundable.
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Cancellation 24–72 hours before: deposit credited to a future booking (valid 3 months), but not refunded.
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Cancellation <24 hours or No-Show: deposit non-refundable.
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Headcount Reductions: If numbers drop within 24 hours, we may charge for the confirmed headcount (set-menu bookings) or apply a reduced credit at our discretion.
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Pre-authorisations: Banks typically release unused holds within 5–10 business days; timing depends on your card issuer.
5) Online Orders: Takeaway / Delivery (if offered)
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Before Acceptance/Preparation: You may cancel and receive a full refund.
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After Acceptance/Preparation: If food is already being prepared or has left the venue, refunds are not available unless there is an error or quality issue attributable to us.
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Order Errors / Missing Items: Please contact us within 30 minutes of pickup/delivery. We will promptly replace, re-make, deliver the missing item, provide a partial refund, or issue a store credit, as appropriate.
6) Food Quality, Allergies & Safety
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If there is a quality or safety concern, please notify staff immediately (on-site) or within 30 minutes (takeaway/delivery) so we can inspect and resolve.
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We take allergies seriously; however, cross-contact can occur. Refunds are not provided where allergens were not disclosed or where a dish was prepared as ordered. If we did not follow a clearly communicated allergy instruction, we will refund, replace, or credit as appropriate.
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Remedies under this section do not limit your ACL rights.
7) Events, Private Hire & Catering
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Deposit: Required to secure the date; refundable if cancelled ≥14 days prior.
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14–7 days: Deposit converted to credit (valid 3 months).
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<7 days: Deposit non-refundable.
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Final Numbers & Balance: Due by the deadline we communicate. Reductions after the deadline may not be refundable.
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Force Majeure (e.g., power outage, government restrictions): We will offer a date change or credit. Where the ACL requires a refund, we will comply.
8) Gift Cards, Vouchers & Promotions
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Gift Cards/Vouchers: Not redeemable for cash, non-refundable, and replaceable only as required by law. Lost or stolen cards cannot be replaced.
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Promotions/Discounts: Applied at time of purchase only. We do not provide retrospective price adjustments after a promotion ends.
9) Overcharges, Duplicate Payments & Incorrect Billing
If you were overcharged or charged twice, we will issue a full refund of the overpaid amount to your original payment method once verified.
10) Third-Party Platforms
If you booked or ordered via a third-party service (e.g., reservation apps, delivery platforms), their refund and cancellation policies apply. Please contact the platform directly. We will reasonably assist where we can.
11) How Refunds Are Issued
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Method: Refunds are returned to the original payment method only (card, EFTPOS, or the third-party platform).
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Timing: Once approved, we process within 2 business days. Your bank or platform may take an additional 3–10 business days to display funds.
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Store Credits: If offered, credits are digital, linked to your name/phone/email, and valid for 3 months unless stated otherwise.
12) Australian Consumer Law
Nothing in this policy limits your rights under the Australian Consumer Law. Where a major failure occurs, you are entitled to choose a refund or replacement; for minor failures, we will repair, replace, re-make, or provide a partial refund/credit within a reasonable time.
13) How to Request a Refund or Credit
Please contact us with:
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your full name and contact details,
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date/time of booking or order,
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receipt or proof of purchase, and
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a brief description of the issue (photos help for takeaway/delivery).