At Lord of Food, we aim to provide every customer with a satisfying dining, delivery, and event experience. If something goes wrong with your order or booking, we want to make it right. This Return & Refund Policy explains how complaints, refunds, and cancellations are handled for food orders, restaurant reservations, and event bookings made through our website, mobile app, or directly with us.
Food Orders
Because food is perishable and prepared fresh for each order, prepared food cannot be returned once it has been delivered or collected.
However, we will review your complaint if:
- You received an incorrect item or an item is missing from your order.
- There is a verified quality issue with the food you received.
- Your order was not delivered.
- You were charged more than once for the same order.
Please contact us as soon as possible after receiving your order, so we can review the issue while the details are fresh.
Information We May Need
To review your complaint or refund request, we may ask for:
- Your order number or booking reference.
- Your name and phone number used for the order.
- Payment confirmation or transaction details.
- Photographs of the food or items received.
- A short description of the issue.
How Complaints Are Resolved
Each complaint is reviewed individually based on the circumstances of the order. Depending on the issue, we may offer one of the following:
- Replacement of the incorrect or missing item.
- A partial or full refund.
- Another resolution agreed with the customer.
All decisions will be made fairly and in line with applicable consumer protection requirements in Pakistan.
Refunds
Where a refund is approved, it will be processed through the original payment method wherever possible. For example, an online card or wallet payment will be refunded to the same card or wallet.
The time it takes for the refunded amount to appear in your account depends on your bank or payment provider. Lord of Food is not responsible for delays caused by banks or payment providers once the refund has been processed from our side.
Order Cancellations
Food orders can only be cancelled before preparation has started. Once your order is being prepared or is out for delivery, it may not be possible to cancel it or receive a refund.
If you need to cancel an order, please call us immediately.
Restaurant Reservations
Cancellation and refund eligibility for table reservations or prepaid dining experiences will depend on the specific booking terms communicated at the time of reservation. If you are unable to attend, please inform us as early as possible so we can offer the table to other guests.
Event Bookings
For event bookings, the following cancellation terms apply, subject to the signed agreement and any specific written terms agreed for the event:
- Cancellation at least one month before the event: full refund of the advance payment.
- Cancellation two weeks before the event: 50% of the advance payment will be refunded.
Cancellations made within other timeframes, including less than two weeks before the event, will be handled according to the event agreement and any applicable legal requirements.
Any changes to the event date, number of guests, menu, or services must be discussed and confirmed with our team in advance.
Deals and Promotional Orders
Orders placed using deals, discounts, or promotional offers are covered by this policy in the same way as regular orders. Where a refund is approved on a discounted order, the refund will be based on the amount actually paid.
How to Request a Refund
To request a refund or report a problem, please contact us with your order or booking reference, payment details, and the reason for your request:
Lord of Food
Falcon Downtown, Fazaia Housing Scheme, Lahore, Pakistan
Phone: 0327 0700 000
Email: mail@lordoffood.com
We will review your request and inform you of the outcome as soon as possible.
Changes to This Policy
