At The Royal Indian, we take pride in preparing fresh, high-quality food for our customers. This policy explains how cancellations, refunds and complaints are handled for takeaway orders placed through our website.

1.1 Cancelling an Order

Customers may cancel an order provided that food preparation has not commenced. To request a cancellation, please telephone the restaurant immediately on 01323 442323 or 01323 442949 and provide your name and or address details of the order.

If the cancellation request is received before food preparation begins, we will cancel the order and arrange a full refund of any payment already made. Once food preparation has commenced, we may be unable to accept a cancellation or provide a refund where the customer has simply changed their mind. This does not affect statutory consumer rights.

1.2 Incorrect, Missing or Unsatisfactory Orders

If an order is incorrect, incomplete, unsafe, not as described or otherwise unsatisfactory, please contact the restaurant as soon as possible and ask to speak to the manager. The manager will investigate the issue and, based on the circumstances and applicable consumer rights, arrange an appropriate resolution.

• Replacement of an incorrect or missing item.
• A partial refund.
• A full refund.
• Another appropriate remedy agreed with the customer.

We may reasonably ask for the order details of the problem or photographs to help investigate a complaint. Photographs are not a mandatory condition for exercising statutory consumer rights.

1.3 Delivery Problems

If an order has not arrived within the estimated delivery time displayed when ordering, please contact the restaurant. We will investigate the delay and provide an update where possible. If we are unable to fulfil an order, we will refund the amount paid for the unfulfilled order.

1.4 Online Card Refunds

Where an order has been paid for online, an approved refund will normally be processed to the original payment method. The time taken for the refunded amount to appear may depend on the customer’s bank or card provider.

1.5 Fresh and Perishable Food

Our takeaway meals are freshly prepared and perishable. The standard 14-day change-of-mind cancellation right that applies to many online purchases does not generally apply to freshly prepared perishable meals. Customers retain their statutory rights where food is faulty, unsafe, not as described or where we fail to fulfil our contractual obligations.

1.6 Contact

The Royal Indian
21A South Road
Hailsham
East Sussex
BN27 3JG
Telephone: 01323 442323 / 01323 442949
Email: johnsonviviansamuel@yahoo.co.uk
Website: theroyalindianhailsham.com
VAT Registration Number: 202580936