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Refund and Returns Policy

Urban Gateway Refund and Return Policy

At Urban Gateway, we are committed to providing our customers with a delightful dining experience. However, we recognize that there may be occasions when our service or products may not meet your expectations. This policy outlines the conditions under which refunds and returns are handled.

1. Eligibility for Refunds and Returns

Refunds and returns may be issued under the following circumstances:

  • Incorrect Order: If you receive an incorrect order, please notify us immediately. We will correct the order or issue a refund.
  • Food Quality: If the quality of the food is unsatisfactory (e.g., undercooked, spoiled, or not as described), please bring it to our attention within 15 mins of receiving your order.
  • Service Issues: If you experience poor service, please inform a manager during your visit. We may offer a refund or a discount on your next visit as a goodwill gesture.
  • Cancelled Orders: If you need to cancel an order, please do so within 10 mins of placing the order for a full refund. Cancellations after this period may not be eligible for a refund.

2. Non-Refundable and Non-Returnable Items

The following items are generally non-refundable and non-returnable:

  • Gift Cards: Gift cards are non-refundable and cannot be exchanged for cash.
  • Promotional Offers: Items purchased under special promotions or discounts may not be eligible for refunds or returns.

3. Requesting a Refund or Return

To request a refund or return, please follow these steps:

  1. In-Restaurant: Speak to a manager during your visit and explain the issue. The manager will assess the situation and determine if a refund or return is appropriate.
  2. Takeout/Delivery Orders: Contact us at 7261900020 / 7262900020 or urbangatewaypune@gmail.com within 30 mins of receiving your order. Provide your order number, a description of the issue, and any relevant photos if applicable.

4. Processing Refunds and Returns

  • Payment Method: Refunds will be issued using the same payment method used for the original purchase. For cash payments, refunds will be issued in cash. For credit/debit card payments, refunds will be processed to the original card.
  • Processing Time: Refunds will be processed within 2-3 days of approval.
  • Returned Items: If a return is approved, the items must be returned to the restaurant in their original condition within 30 mins.

5. Exceptions

  • Perishable Items: Given the nature of food items, returns are only accepted under specific conditions related to quality and order accuracy. Perishable items that have been consumed or are not in their original condition may not be eligible for return.
  • Alcoholic Beverages: Returns of alcoholic beverages are subject to local laws and regulations.

6. Contact Information

For any questions or concerns regarding our refund and return policy, please contact us at:

  • Phone: 7262900020 / 7262900020
  • Email: urbangatewaypune@gmail.com
  • Address: Sr. No. 14 hissa no 1 B/2, BRT Road, near Nivrutti Lawns, Ravet, Pune, Maharashtra 412101.

Thank you for choosing Urban Gateway. We value your patronage and aim to ensure your satisfaction.

Sincerely,
Urban Gateway Management