1. Your statutory rights
Under the Consumer Rights Act 2015, food we serve must be of satisfactory quality, fit for purpose and as described. If it is not, you are entitled to an appropriate remedy. This policy explains how to claim that remedy and does not affect those rights.
2. Reservations and deposits
Standard reservations do not require payment. Where we hold a deposit (for example, large group bookings or special events), the deposit is fully refundable up to 48 hours before your booking. After that point the deposit may be retained to cover the cost of the table being held.
3. Online orders (Uber Eats, Deliveroo, Just Eat)
Refunds for delivery orders are handled by the platform you ordered from. If your order is incorrect, missing items, arrives cold, or is otherwise not as described, please open a complaint in that platform's app within 48 hours. The platform will assess the claim and process the refund.
If the issue clearly relates to how the food was prepared rather than delivery, the platform will contact us. You can also email us with your order number and we will help where we can.
4. Dine-in
If something is wrong with a dish during your visit, please tell a member of our team straight away — we'd rather fix it on the spot than have you leave unhappy. Where a complaint is raised after the meal has finished, please email us with your bill reference within 14 days.
5. How refunds are paid
Where we issue a refund directly, it is returned to the original payment method within 14 days of the refund being agreed.
6. Contact
For any refund question that is not handled by a delivery platform, email us at info@gunes.co.uk with your order or booking reference.