Introduction
At Home4Eat, we respect users registered on our platform and always look for fair solutions to resolve any situation. Regarding cancellations and refunds, both customers and Gastronomic Ambassadors have rights and duties that they must follow.
Rights and Duties
Gastronomic Ambassadors:
- They must confirm bookings made by customers within 24 to 48 hours;
- If the Gastronomic Ambassadors cancel the event or service, the Customer will receive a full refund of the reservation.
Clients:
- Normally, the Customer has 48 hours to make payment after confirmation from the Gastronomic Ambassador, but this period can be shortened (< 24 hours*) or extended, if the Gastronomic Ambassador requests it;
- If the booking request is not confirmed or is refused by the Gastronomic Ambassador, the Customer will not be charged for the booking;
*If the event reservation is confirmed by the Gastronomic Ambassador and takes place in less than 24 hours, payment must be made as soon as possible (next few hours) and before the event takes place. In this specific situation (less than 24h), if the customer cancels the service or experience, will not be refunded.
Refund Policy
At Home4Eat, our goal is to provide authentic and memorable gastronomic services and experiences. However, we understand that unforeseen situations may arise that prevent services or experiences from being carried out. To ensure your satisfaction, we have created the following Refund Policy:
The situations presented are examples, and there may be other situations that may be eligible for a refund in accordance with the terms and conditions, but they are generally based on these points:
- The Gastronomic Ambassador does not arrive at the location of the experience at the time agreed with the client;
- The Gastronomic Ambassador does not perform the service/experience as described in the advert,
- The Gastronomic Ambassador does not provide adequate information on how to get to the location for the service or experience;
- The space does not correspond to the description in the advert;
- The space does not correspond to what the client described;
- The space or spaces do not present hygiene and/or safety conditions, at the Gastronomic Ambassador's location or at the space indicated by the client;
The refund of any amount will depend on the nature of the problem and/or situation reported, and the request must be well argued, which will be duly analyzed by the Home4Eat team, guaranteeing a response within 24 hours of 48 hours after the situation was reported and analyzed.
Sending the Claim for Reimbursement:
To send a valid complaint about your booking:
Contact us via email at support@home4eat.com to inform us of the problem that occurred, within a maximum period of 24 hours after the start of the experience and/or service. If you identify the problem during the beginning of the experience/service, get in touch immediately. We may ask you to provide photographs, videos and/or evidence demonstrating the situation that occurred.
In situations that are reported, by the Customer or Gastronomic Ambassador we ask that:
Common sense should always prevail.
- Please be co-operative with our requests for additional information;
- Have made reasonable efforts to correct the circumstances, either with the Gastronomic Ambassador or with theCustomer before making any claim;
NOTE: This policy may be updated without prior notice.