Refund Policy

At Tatte, we are committed to providing our customers with high-quality food products and an exceptional dining experience. We understand that situations may arise where a refund or exchange is necessary. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are handled. Please read this policy carefully before placing an order or making a purchase.

By placing an order through our website tatte-food.click or at any of our locations, you acknowledge that you have read, understood, and agreed to the terms of this Refund Policy. This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act.

1. Eligibility Conditions for Refunds

To be eligible for a refund from Tatte, the following conditions must be met:

• The item or order must have been purchased directly through tatte-food.click or at an authorized Tatte location.
• The refund request must be submitted within the applicable timeframe outlined in Section 2 of this policy.
• The item must be defective, incorrect, significantly different from what was described, or otherwise unsatisfactory due to a verifiable issue on our end.
• The customer must provide valid proof of purchase, such as an order confirmation email, receipt, or transaction ID.
• The request must not fall under the non-refundable categories described in Section 4 of this policy.
• For food orders, the item must not have been fully consumed prior to raising a complaint, unless the issue is discovered upon consumption (e.g., foreign object, spoilage, or allergic reaction due to mislabeling).
• The customer must be able to provide photographic or documented evidence of the issue, where applicable.

Tatte reserves the right to assess each refund request on a case-by-case basis and may require additional information to process your claim. Our goal is to ensure every customer is treated fairly and that all legitimate concerns are addressed promptly.

2. Timeframes for Refund Requests

All refund requests must be submitted within the timeframes specified below. Requests submitted outside these windows may not be eligible for a refund or exchange.

We strongly encourage customers to inspect their orders upon receipt and to contact us immediately if any issues are discovered. Delayed reporting may make it difficult for us to verify the claim and process the refund accordingly.

3. How to Request a Refund — Step-by-Step

To submit a refund request, please follow the steps outlined below:

1. Gather your information: Collect your proof of purchase (order confirmation email, receipt, or transaction ID), along with any photos or documentation of the issue (e.g., photo of the incorrect item, damaged packaging, or spoiled food).
2. Contact our customer support team: Reach out to us via email at [email protected] or visit our website at tatte-food.click. Include your full name, order number, date of purchase, and a detailed description of the issue.
3. Submit supporting evidence: Attach any relevant photos or videos that support your claim. This helps us evaluate the situation quickly and accurately.
4. Wait for acknowledgment: Our team will acknowledge your request within 1–2 business days and may follow up with additional questions if needed.
5. Review and decision: After reviewing your claim, we will notify you of our decision via the email address provided. If approved, we will initiate the refund or offer an appropriate resolution.
6. Refund issuance: If your request is approved, the refund will be processed according to the timelines described in Section 5 of this policy.

4. Non-Refundable Items and Services

The following items and services are generally not eligible for a refund:

• Food items that have been fully consumed without a documented quality issue.
• Orders where the customer provided incorrect delivery information, resulting in non-delivery or delayed delivery.
• Items purchased during limited-time promotions or flash sales that are specifically marked as "final sale" or "non-refundable."
• Customized or special-order food items made to specific customer requests, unless there is a verifiable error on our part.
• Gift cards, once activated or partially used.
• Delivery fees, service charges, and platform fees paid at the time of order, unless the order was entirely our fault or not delivered.
• Tips or gratuities paid to delivery personnel.
• Orders canceled after preparation has already begun (see Section 8 for Cancellation Policy).
• Dissatisfaction based solely on personal taste preferences, when the item was prepared as described and ordered.

Tatte is committed to making every experience enjoyable. If you are dissatisfied with any aspect of your order, we encourage you to reach out to us, and we will do our best to find a fair resolution even when a formal refund may not be applicable.

5. Refund Processing Times by Payment Method

Once a refund request has been approved, the processing time will depend on the original payment method used. Please refer to the table below for estimated timelines:

Please note that while we process refunds promptly on our end, the actual time it takes for the refunded amount to appear in your account may vary depending on your bank or financial institution. Tatte is not responsible for delays caused by third-party payment processors or financial institutions.

6. Partial Refunds

In certain circumstances, Tatte may issue a partial refund rather than a full refund. Situations where a partial refund may be appropriate include:

• An order where only a portion of the items received were incorrect, damaged, or missing.
• A catering order where only part of the delivery was affected by an issue.
• Orders where a promotional discount was applied, and the refund is calculated based on the amount actually paid.
• Situations where the customer partially consumed the item before identifying the issue, and the issue affected only a portion of the order.
• Pre-paid packages or meal plans where a portion of the services have already been redeemed.

The amount of any partial refund will be determined at the sole discretion of Tatte's customer service team, taking into account the nature and extent of the issue, the value of the affected portion of the order, and any applicable promotional pricing. We will communicate the partial refund amount to you clearly before processing.

7. Exchange Policy

Tatte offers exchanges in select circumstances, particularly for in-store purchases where the item can be assessed immediately. Our exchange policy includes the following provisions:

• Food items may be exchanged if they are found to be incorrect (wrong item received) or if there is a quality defect identified at the point of sale or delivery.
• Exchanges for food items must be requested at the time of discovery, and in the case of in-store purchases, before leaving the premises or within 2 hours of receipt.
• Non-food merchandise (such as branded merchandise, bags, or gift items) may be exchanged within 14 days of purchase, provided the item is in its original, unopened condition with all original packaging and tags intact.
• Exchanges are subject to product availability. If the requested replacement item is unavailable, a refund or store credit will be offered as an alternative.
• Tatte reserves the right to deny an exchange request if the item does not meet the eligibility conditions stated above.

To initiate an exchange, please contact us at [email protected] or speak with a team member at your nearest Tatte location.

8. Cancellation Policy

We understand that plans can change, and we will do our best to accommodate cancellation requests. Please review our cancellation guidelines below:

8.1 Standard Orders

• Orders canceled before preparation has begun will receive a full refund.
• Orders canceled after preparation has begun but before delivery or pickup may be eligible for a partial refund or store credit, at our discretion.
• Orders that have already been delivered or picked up are not eligible for cancellation; please refer to our standard refund eligibility criteria.

8.2 Catering and Bulk Orders

• Cancellations made more than 72 hours before the scheduled delivery or event date will receive a full refund.
• Cancellations made between 24 and 72 hours before the scheduled date may receive a 50% refund or store credit for the full amount.
• Cancellations made less than 24 hours before the scheduled date are generally non-refundable, as ingredients and preparation resources will have already been allocated.

8.3 Pre-Paid Plans and Packages

• Pre-paid meal plans or packages may be canceled within 7 days of purchase for a full refund, provided no redemptions have been made.
• After 7 days or after any partial use, cancellations will be handled on a case-by-case basis, and any refund will be prorated based on unused value.

To cancel an order, please contact us immediately at [email protected], referencing your order number and the reason for cancellation.

9. Dispute Resolution Process

Tatte is dedicated to resolving all customer concerns in a fair, transparent, and timely manner. If you are not satisfied with the outcome of a refund request or believe that your concern has not been adequately addressed, the following dispute resolution process applies:

9.1 Internal Escalation

If your initial refund request is denied or you are dissatisfied with the proposed resolution, you may request an internal review by escalating your case to a senior member of our customer support team. To do so, reply to the email correspondence you received regarding your initial request and include the words "Escalation Request" in the subject line. Our team will review the matter within 5 business days and provide a final internal decision.

9.2 Chargeback and Payment Disputes

If you believe a charge was made in error and are unable to resolve the matter directly with Tatte, you have the right to contact your bank or credit card issuer to initiate a chargeback dispute. However, we encourage customers to contact us first, as we are often able to resolve issues more quickly and efficiently than through a formal chargeback process. Initiating a chargeback without first attempting resolution with Tatte may result in delays and complications.

9.3 Consumer Protection Resources

As a U.S.-based business, Tatte operates in accordance with the Federal Trade Commission (FTC) Act and applicable state consumer protection laws. If you feel your consumer rights have been violated, you may file a complaint with the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov
• Your state's Attorney General Office
• Better Business Bureau (BBB): www.bbb.org

9.4 Informal Mediation

Before pursuing formal legal remedies, both parties agree to attempt to resolve any dispute through good-faith negotiation and informal mediation. If a resolution cannot be reached informally within 30 days of the dispute being raised, either party may pursue further legal remedies as permitted by applicable law.

10. Special Circumstances

Tatte recognizes that extraordinary situations — such as severe weather events, supply chain disruptions, or public health emergencies — may occasionally impact our ability to fulfill orders as expected. In such cases:

• Customers will be notified as soon as possible of any order disruptions.
• Full refunds or store credits will be offered for orders that cannot be fulfilled due to circumstances within our control.
• For circumstances beyond our reasonable control (force majeure), we will work with customers to find equitable solutions, which may include rescheduling, store credit, or partial refunds depending on the situation.

11. Amendments to This Policy

Tatte reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at tatte-food.click with the updated effective date. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our website or services following the posting of changes constitutes your acceptance of the revised policy.

12. Contact Information for Refund Requests

For all refund requests, questions, or concerns regarding this policy, please do not hesitate to reach out to our customer support team. We are here to help and committed to resolving your concerns as quickly as possible.

When contacting us, please include the following information to help us process your request efficiently:

• Your full name
• Order number or transaction ID
• Date of purchase
• Description of the issue
• Preferred resolution (refund, exchange, or store credit)
• Any supporting photos or documentation