Return and Refund Policy

01Our promise

Every dish we serve is freshly prepared. Because food cannot be resold once it leaves our kitchen, we cannot accept returns of food. If there is a problem with your order, tell us and we will make it right.

02Before you order

• Please check your cart, delivery address and phone number before you place your order.
• If you have a food allergy or dietary need, tell us in your order notes or call us before ordering.
• Dish photos on our website show how a dish is usually served. Portions, garnishes and plating may vary slightly.

03If something is wrong with your order

Since you pay on delivery, please check your order when it arrives. If something is wrong, tell the rider or call us before you pay, and we will sort it out.

If you only notice a problem later, contact us within 2 hours of receiving your order if:

• You received the wrong item or something is missing
• Your food arrived damaged or spilled
• There is a clear problem with the quality of a dish

Please share your name, order number and, where possible, a photo of the item. You can reach us on WhatsApp or by phone on 0740 168 723.

04How we make it right

Once we have checked the problem, we will offer one of the following, depending on what suits you and the situation:

• A replacement of the affected item
• Store credit for your next order
• A full or partial refund for the affected item

05Cancelling an online order

• You may cancel an order at no cost before we start preparing it. Call or WhatsApp us as soon as possible.
• Once your food is being prepared or is on its way, the order cannot be cancelled and must be paid for on delivery.

06Reservations and pre ordered platters

• Reservations are free. If your plans change, please let us know at least 2 hours before your booking so we can offer the table to other guests.
• Pre ordered platters are paid for at the restaurant. If you need to cancel one, please tell us at least 2 hours before your booking, before we start preparing it.

07When refunds are not given

• A change of mind after your food has been prepared
• Personal taste preferences, where the dish was prepared as described on our menu
• Problems reported more than 2 hours after receiving the order

08How refunds are paid

If you have already paid and a refund is approved, we will return the money the same way you paid, within 7 working days. Mobile money refunds may take a little longer to show in your account.

09Contact us

Something not right? Get in touch and we will sort it out quickly:

• Visit: Elite Arcade Building, 1st Floor, next to Nation Centre, Kimathi Street, Nairobi
• Call or WhatsApp: 0740 168 723
• Email: citystar1520@gmail.com