Last updated: 21 Nov 2025

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1. Strict No-Refund Policy for Prepared Food

As food is freshly prepared, all confirmed & paid orders are final.
We do not provide refunds for:

• change of mind

• incorrect orders placed by customer

• dissatisfaction due to personal taste

• items that deteriorated due to customer delay

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2. Order Cancellation

Cancellations are allowed only if the kitchen has not started preparing the order.
Once preparation begins, no cancellation or refund is possible.

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3. Incorrect or Missing Items

If you receive an incorrect item:

• notify us within 30 minutes with photo evidence

• we may offer replacement or a credit voucher at our discretion. 

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4. Quality Issues

If quality is affected:

• send clear photos immediately

• we assess on a case-by-case basis

• possible outcomes include replacement or store credit, not cash refund

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5. Delivery Issues Caused by Third-Party Platforms

If delivery is performed by GrabFood, Foodpanda, Deliveroo or any other third party platforms:

• delays, rider mistakes, or mishandling should be escalated to the respective platform

• refunds follow their policies, not Famiglia’s

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6. Force Majeure

We are not liable for delays or cancellations caused by events outside our control such as but not limited to the following: 

• bad weather

• major traffic incidents

• government restrictions

• power outages

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