Refund and Return Policy

Refund and Returns Policy
Lao Huo Tang Catering Pte Ltd
Effective Date: 30 May 2025

At Lao Huo Tang Catering Pte Ltd (“we”, “our”, or “us”), customer satisfaction is important to us. We strive to ensure that all orders are prepared and delivered with the highest standards of quality and service. Please read the following Refund and Returns Policy carefully before placing an order.

1. Cancellation Policy

  • Advance Notice Required: Cancellations must be made at least 48 hours before the scheduled delivery or event date.

  • Short-Notice Cancellations: Cancellations made within 48 hours of the delivery date may be subject to a partial charge or no refund, depending on the preparation status.

  • How to Cancel: Please contact us immediately via phone or email. Cancellations are only confirmed once acknowledged in writing by our team.

2. Refund Policy

Refunds may be issued under the following circumstances:

  • Incorrect or Missing Items: If your order is missing items or contains incorrect dishes, please notify us within 1 hour of delivery. We will offer a refund, replacement, or credit, as appropriate.

  • Food Quality Issues: If you believe the food provided is not up to expected quality (e.g., spoiled, undercooked), please contact us immediately with photos and a description. Refunds will be considered on a case-by-case basis.

  • Service Failures: In the rare event of significant delays or failure to deliver due to our fault, we will offer a partial or full refund, depending on the circumstances.

Note: Refunds are not guaranteed for dissatisfaction due to personal taste preferences or for complaints made more than 24 hours after delivery.

3. Non-Refundable Situations

We do not offer refunds for:

  • Orders canceled less than 24 hours before the delivery time

  • Food not consumed within safe time frames (e.g., left unrefrigerated for long durations)

  • Customer no-shows or incorrect delivery address provided by the customer

  • Change of mind after food has been prepared or delivered

4. Exchange or Returns

Due to the perishable nature of food, we do not accept physical returns or exchanges. However, we will do our best to resolve any issues with your order promptly and fairly.

5. Refund Method

If a refund is approved, it will be processed through the original payment method within 5–10 business days, depending on your bank or payment provider.

6. Contact Us

If you have any concerns about your order or wish to request a refund, please contact us:

Lao Huo Tang Catering Pte Ltd
Phone: 9339 9119
Email: enquiry@laohuotangcatering.com.sg
Operating Hours: 9am to 6pm

This policy is subject to change without prior notice. Please refer to our website for the most current version.