Refund, Cancellation & Order Issue Policy

1. Acceptance of this policy

By submitting an order through this website you confirm that you have read and accept this policy, together with our Terms of Service and Privacy Policy. The policy applies to delivery and pickup orders and to every payment method we offer, including PromptPay QR, cash on delivery, and pay at pickup.

2. Cancelling an order

Freshly cooked food cannot be resold, so the window for cancelling an order is short:

• You may request cancellation only before the restaurant has accepted your order or begun preparing it. The fastest way is to call us at +66 92 951 6949 with your order number.
• Once your order has been accepted, ingredients have been allocated, or preparation has started, we may refuse a cancellation or refund request.
• If a cancellation is confirmed before preparation begins and you have already paid, we will refund the full amount you paid for that order.
• Orders that are never paid (for example, a PromptPay QR that expires unpaid) are cancelled automatically at no charge.

3. Items that cannot be returned

Prepared food, beverages, customized items, promotional items, and other perishable products are by their nature non-returnable and non-refundable, except where a refund is required by applicable law or expressly provided in this policy.

4. Customer mistakes

We are not obliged to refund an order where the problem was caused by information you provided or by your own actions, including:

• an incorrect or incomplete delivery address, villa or hotel name, map link, or delivery instructions;
• an incorrect phone number or email address that prevents us from reaching you;
• ordering the wrong dishes, options, or quantities;
• incorrect PromptPay payment details or an incorrect transfer amount on your side;
• nobody being available to receive the delivery, refusing to accept it, or failing to collect a pickup order.

If you notice a mistake, call us immediately — if the order has not been prepared or dispatched we will do what we reasonably can to correct it. A repeated delivery attempt caused by incorrect details may incur an additional delivery charge.

5. Delivery and preparation times

Delivery and preparation times shown or quoted are estimates only and are not guaranteed. Reasonable delays caused by traffic, weather, road or property access restrictions, courier availability, peak demand, accidents, technical failures, or other events outside our reasonable control do not automatically entitle you to a refund. If an order is severely delayed, contact us and we will look at the circumstances in good faith.

6. Taste and personal preference

Personal taste, a change of mind, spice level preferences, portion-size expectations, the appearance of a dish, or not reading the product description are not normally valid grounds for a refund. Our team is happy to advise on spice levels and dish contents before you order.

7. Ingredients and allergens

Our dishes are prepared in a single kitchen that handles common allergens such as peanuts, shellfish, fish, soy, eggs, and gluten, so we cannot guarantee that any dish is completely free of a given allergen. Please review the ingredient and allergen information on each dish page and contact us before ordering if you have an allergy or dietary requirement — we will tell you honestly whether we can accommodate it. We are not responsible for reactions arising from allergies or requirements that were not communicated to us before the order was placed.

8. Reporting a problem with your order

If items are missing, incorrect, damaged, or materially defective (for example, food that is spoiled or inedible), please tell us as soon as possible — preferably within 30 minutes of delivery or collection, and in any event on the same day. Call +66 92 951 6949 or email hello@khunyak.com and provide:

• your order number;
• photographs of the affected items and packaging;
• a description of the problem;
• any other evidence we reasonably request.

Prepared food changes quickly, so reports made long after delivery may be impossible to verify and may be declined for that reason.

9. How we resolve valid issues

Where a reported problem is confirmed, we may choose, at our reasonable discretion and depending on the circumstances, to:

• replace or re-deliver the affected item;
• issue store credit for a future order;
• issue a partial refund for the affected item; or
• issue a full refund where the law requires it or where the problem materially affects the entire order.

Remedies apply only to the affected items unless the issue materially affects the whole order.

10. Charges that are not refunded

To the extent permitted by applicable law, the following are not refunded: delivery fees, service fees, payment-processing fees, the value of promotional discounts, complimentary items, and charges imposed by third parties. Exception: if a paid order is never delivered or handed over at all due to our fault, the refund includes the delivery fee paid for that order.

11. How refunds are paid

Approved refunds are returned through the original payment method where possible — for PromptPay payments, by transfer back to the account the payment came from. For cash orders, we will agree a bank transfer or store credit with you. We aim to initiate approved refunds promptly, normally within 7 days of approval. Once a refund has been initiated, the time it takes to reach your account depends on your bank or payment provider and is outside our control.

12. Duplicate payments and payment errors

If you were charged twice for the same order, transferred an incorrect amount, or believe another payment error occurred, contact us with your order number and payment slip or transaction reference. We will investigate, and where the error is confirmed we will refund the affected amount.

13. Promotions, vouchers, and store credit

Promotional codes, vouchers, store credit, and complimentary items have no cash value and cannot be exchanged for cash unless the law requires it. Conditions and validity periods for store credit are stated when the credit is issued.

14. Fraud and abuse

We investigate claims in good faith and expect the same in return. Suspected fraud, abuse of this policy, repeated complaints that cannot be supported by evidence, manipulated or misleading evidence, or misuse of chargebacks may result in rejection of the claim, suspension of online ordering, or cancellation of future orders. We may report unlawful activity to the relevant authorities.

15. Before starting a payment dispute

If something went wrong, please contact us first and allow a reasonable investigation period — normally up to 7 business days — before initiating a dispute or chargeback with your bank or payment provider. Almost every issue is resolved faster this way.

16. Your statutory rights

Nothing in this policy excludes, limits, or restricts any right you have under applicable Thai consumer-protection law, including the Consumer Protection Act B.E. 2522 (1979), that cannot lawfully be excluded, limited, or restricted. If any part of this policy conflicts with such a right, the right prevails.

17. Limitation of liability

To the fullest extent permitted by applicable law, our total liability arising out of or in connection with an order is limited to the amount you paid for that order, and we are not liable for indirect or consequential losses. Nothing in this section limits liability that cannot be limited under Thai law, including liability for willful misconduct or gross negligence.

18. Force majeure

We are not liable for failure or delay in fulfilling an order caused by events beyond our reasonable control, including storms, flooding, power or internet outages, road closures, supplier failures, epidemics, or acts of government. If such an event makes it impossible for us to fulfill a paid order at all, we will refund the amount paid for the unfulfilled items.

19. Changes to this policy

We may update this policy from time to time. The version published on this page, together with its effective date, applies to orders placed after that date. Please review this page periodically.

20. Severability and non-waiver

If any provision of this policy is held invalid or unenforceable, the remaining provisions continue in full force and effect. Our not enforcing a provision on one occasion is not a waiver of our right to enforce it later.

21. Governing law and disputes

This policy is governed by the laws of the Kingdom of Thailand, and any dispute that cannot be resolved amicably is subject to the jurisdiction of the competent courts of Thailand. Before taking formal steps, please contact us using the details below — we prefer to resolve issues directly and quickly.

22. Contact us

• Khun Yak (ครัวคุณยักษ์)
• Address: 24/245 หมู่5 ถนนหาดเชิงมน, Ko Samui District, Surat Thani 84320, Thailand
• Phone: +66 92 951 6949
• Email: hello@khunyak.com
• Opening hours: every day, 11:00–22:00