At MapleSlice, we are committed to ensuring your satisfaction with our products and services. We understand that there may be instances where you might need to request a refund. This Refund Policy outlines the conditions under which we issue refunds and the process for requesting them.
Please read this policy carefully before placing an order with us. By placing an order, you agree to be bound by the terms of this Refund Policy.
We reserve the right to modify this Refund Policy at any time. Any changes will be effective immediately upon posting on our website. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.
Last Updated: May 15, 2024
We strive to provide high-quality food and excellent service. However, we understand that sometimes issues may arise. You may be eligible for a refund in the following circumstances:
We may provide a refund if:
We may provide a refund if:
We may provide a refund if:
We may consider refunds in other special circumstances on a case-by-case basis. Please contact our customer service team to discuss your specific situation.
To be eligible for a refund, the following conditions must be met:
Refund requests must be submitted within 24 hours of receiving your order or experiencing the issue that is the basis for your refund request.
For quality issues, we may request photographic evidence of the problem to help us investigate and improve our services. While this is not always required, providing such evidence can help expedite your refund request.
You must provide your order number, date of order, and specific details about the issue when requesting a refund.
For delivery issues, you must have attempted to contact us when the issue was first noticed (e.g., when the delivery was significantly delayed) to give us an opportunity to resolve the issue immediately.
If you believe you are eligible for a refund, please follow these steps:
Contact our customer service team through one of the following methods:
When contacting us, please provide:
Our customer service team will review your refund request and may:
We will inform you of our decision regarding your refund request within 48 hours of receiving all necessary information. If approved, we will process the refund as described in the "Refund Methods" section below.
If your refund request is approved, we may offer one or more of the following refund options:
Refunds will typically be processed back to the original payment method used for the purchase. This includes:
We may offer store credit in the form of a voucher or coupon code that can be used for future purchases. In some cases, we may offer additional value when you choose store credit instead of a direct refund.
For issues with specific items, we may offer to replace the affected items rather than providing a monetary refund. This replacement may be delivered with your next order or as a separate delivery.
If only part of your order is affected by an issue, we may offer a partial refund for the affected items only.
Once a refund has been approved, the processing time depends on your refund method:
Refunds to credit or debit cards are typically processed within 1-3 business days from the date of approval. However, it may take an additional 5-10 business days for the refund to appear on your statement, depending on your card issuer's policies.
Refunds to PayPal accounts are typically processed within 1-2 business days from the date of approval.
Store credit in the form of vouchers or coupon codes will be issued immediately upon approval and sent to your email address on file.
The timing for replacement items will be communicated to you when the replacement is approved.
While we strive to ensure your satisfaction, there are certain situations where refunds may not be provided:
We do not provide refunds based solely on personal taste preferences when the item was prepared according to its description and our quality standards.
Issues reported more than 24 hours after receiving the order may not be eligible for a refund.
Errors made by the customer during the ordering process (e.g., selecting the wrong item, providing incorrect delivery information) are generally not eligible for refunds. However, we will evaluate these situations on a case-by-case basis.
Items received for free as part of a promotion are typically not eligible for refunds.
Issues caused by third-party delivery services (if you did not order directly through our platform) may need to be addressed with the third-party service.
Delays or issues caused by circumstances beyond our reasonable control (e.g., severe weather conditions, natural disasters, significant traffic incidents) may not be eligible for refunds.
For orders placed using promotional codes, discounts, or special offers:
Specific terms related to promotions will be communicated in the promotional materials or at the time of purchase.
Our cancellation policy is closely related to our refund policy:
Orders can typically be canceled without penalty before they have been confirmed by our kitchen. In this case, a full refund will be processed.
Once an order has been confirmed and our kitchen has begun preparation, cancellations may not be possible or may be subject to a partial refund only.
To cancel an order, please contact our customer service team immediately via phone at +449504195730. This is the fastest way to process a cancellation.
At MapleSlice, we stand behind the quality of our products. If you are not completely satisfied with the quality of your order, please let us know and we will work to make it right.
Our quality guarantee covers issues related to food preparation, ingredient quality, and order accuracy. It does not cover subjective preferences regarding flavor profiles or spice levels when the item has been prepared according to its menu description.
If you are not satisfied with our decision regarding your refund request, you may request that your case be escalated to a manager for review.
For dispute resolution, please send a detailed email to [email protected] including your order information, the nature of your complaint, and any previous communication with our customer service team.
We are committed to resolving all disputes fairly and in accordance with consumer protection laws in Singapore.
If you have any questions about this Refund Policy or would like to request a refund, please contact us using the information below:
Email: [email protected]
Phone: +449504195730 (Operating hours: 10:00 AM - 10:00 PM daily)
Address: 53 Campbell Point, Ruthfurt, WR14 2YU, Singapore
We aim to respond to all inquiries within 24 hours during business days.