Refund and Cancellation Policy

This Refund and Cancellation Policy applies to dine‑in bookings, takeaway and delivery orders, and any pre‑paid events at Chulho Authentic Nepalese and Indian Cuisine. It should be read together with our Terms and Conditions and Reservation Policy.

Nothing in this Policy is intended to limit your rights under the Australian Consumer Law.accc+1

1. Dine‑in bookings

Cancellations

• If you need to cancel or change your booking, please contact us at least 1 day (24 hours) before your booking time.
• For bookings with a deposit, cancellations or significant reductions in numbers made less than 1 day before the booking may result in us retaining some or all of the deposit as a cancellation fee, up to 35% of the estimated total bill.

No‑shows

• If you do not arrive for your booking and have not contacted us, a no‑show will generally result in your deposit being forfeited as a cancellation fee where a deposit was taken.
• After repeated no‑shows (for example, three occasions), we may decline or require full prepayment for future bookings from the same guest.

2. Takeaway and delivery orders

Our standard opening hours for each location are published on our Google Business listings and on our Website. Please refer to those listings for the most up‑to‑date information.

Order acceptance and cancellations

• An order placed via our Website or by phone is confirmed when you receive an on‑screen, email or verbal confirmation from us.
• If you wish to cancel an order, please call us as soon as possible. We may be able to cancel the order if preparation has not yet started; once cooking has begun, cancellation may not be possible.
• We may cancel or modify an order if items are unavailable, if there are obvious errors, or if we reasonably cannot fulfil it. In those cases, we will contact you and offer an alternative, credit or refund.

Order acceptance and cancellations

• An order placed via our Website or by phone is confirmed when you receive an on‑screen, email or verbal confirmation from us.
• If you wish to cancel an order, please call us as soon as possible. We may be able to cancel the order if preparation has not yet started; once cooking has begun, cancellation may not be possible.
• We may cancel or modify an order if items are unavailable, if there are obvious errors, or if we reasonably cannot fulfil it. In those cases, we will contact you and offer an alternative, credit or refund.

Issues with your order

If there is a problem with your takeaway or delivery order, such as:

• wrong items received;
• missing items;
• serious quality issues (for example, food is unsafe to eat); or
• excessive delay beyond the estimated delivery time,

Please contact the restaurant directly as soon as possible. Where the issue is caused by our restaurant, we will, acting reasonably and in accordance with Australian Consumer Law, offer an appropriate remedy, which may include:

• a replacement of the affected items;
• a partial or full refund; or
• a credit for a future order.

3. Delivery fees

Where we offer direct delivery, delivery charges may be applied based on the distance from our restaurant to your delivery address.Any applicable fees will be shown during the ordering process or explained at the time you order.

4. Gift vouchers

Our gift vouchers (physical or digital) are generally non‑refundable and not redeemable for cash, except as required by law.If a voucher is lost, stolen or damaged, we are not responsible and may not be able to replace it. Please treat vouchers like cash.

5. How refunds are processed

Where we agree to provide a refund:

• For bookings with a deposit, we may treat this as a no‑show and retain the deposit as a cancellation fee.
• After repeated no‑shows (for example, three separate occasions), we may decline or require a full prepayment for future bookings from the same guest.

If you want, next step I can:

• Add a short standalone “Allergy & BYO Information” snippet you can reuse on menu and FAQ pages, and
• Tweak tone (more casual / more formal) or shorten sections for your exact layout.