Cancellation and Refunds

1. Cancelling an order

You can cancel an order free of charge while its status is “Accepted”, that is, before the kitchen starts cooking. To cancel, call us as soon as possible: +995 511 26 86 55. Scheduled orders can also be cancelled free of charge before cooking starts.

Once the status changes to “Cooking”, the order can no longer be cancelled, because the food is being prepared for you. The exception is when the problem is our fault (for example, we cannot prepare the order on time).

If an online payment was not completed, the order is not accepted and no money is charged.

If we cancel an order (for example, a dish is unavailable or delivery to the address is not possible), we refund the amount paid in full.

2. Problems with an order

If you received the wrong dish, something is missing or the quality is not right, let us know within 2 hours of receiving the order by phone or email. Include the order code and a photo.

We will review your request and offer:

• a replacement or delivery of the missing item;
• or a full or partial refund for the value of the affected dishes.

The delivery fee is refunded if the whole order is unusable or the delivery failed through our fault or the fault of the courier partner. If the courier could not hand over the order because the address was wrong or you could not be reached, we may be unable to refund it.

3. How refunds are made

• Card (online) payments are refunded to the same card via Flitt, in full or in part. We start the refund as soon as the case is resolved; it takes 5–10 business days to reach your account, depending on your bank.
• Payments made at the venue are refunded in cash at our kitchen or by bank transfer to an account you provide.
• Bonuses spent on the order are returned to your balance; bonuses earned for that order may be cancelled.

Refunds are made in Georgian lari. We do not charge a fee for refunds.

4. Contacts

Phone: +995 511 26 86 55. Email: hello@eatbrasco.com. Kitchen: 58 Mtskheta St, Tbilisi. Seller: Kitchen Hub LLC.