At Jasmine Rice Thai Chinese, we are committed to providing high-quality food and service for all guests. This policy outlines our refund and return procedures for dine-in, takeout, in-house delivery, and third-party delivery orders.

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1. General Terms (All Orders)

- Refund requests must be made within 24 hours of the original transaction.
- A valid receipt or order number is required.
- We reserve the right to request photo evidence or return of uneaten food for verification.

Valid Reasons for Refund Consideration:
- Wrong item received
- Missing item(s)
- Undercooked or spoiled food
- Food safety issues
- Severe dissatisfaction (evaluated case by case)

Customized Orders / Modifications :
- A “customized” dish is any item prepared with modifications not listed on the printed menu (e.g., ingredient substitutions or omissions, extra proteins, alternative sauces, vegan/gluten‑free swaps, off‑menu requests, or spice levels outside our standard range).
- Because these dishes are tailored uniquely to the guest’s specifications, they may differ in flavor, texture, and presentation from the standard recipe. For that reason, **customized items are considered final sale once they have been prepared and served.**
- A refund, credit, or remake will **not** be issued when the sole reason for the request is subjective dissatisfaction (e.g., “I don’t like the taste,” “It’s not what I expected,” “Too sweet/too salty,” etc.) and the kitchen followed the written instructions accurately.
- If a genuine kitchen error occurs—such as the requested change being missed or executed incorrectly—we will gladly remake the item or adjust the bill.
- Guests who are unsure about a modification are encouraged to request sauces or chili on the side, or to try the dish in its original form first.
- Some complex or labor‑intensive requests may incur an additional charge or require extra preparation time; your server will inform you before proceeding.
- Allergy‑related substitutions are exempt from this clause and will be handled in accordance with our Food Allergy Policy.

Spice Level Disclaimer:
- Thai food often has bold spice levels. Guests may select mild to Thai hot,

but spice tolerance is highly subjective.
- We do not offer refunds or exchanges for dishes that are too spicy or not spicy enough

if prepared per request.
- If unsure, we recommend choosing mild spice and requesting chili on the side.

Consumption-Based Refund Limit:
- Refunds will not be issued if more than 20% of the food has been consumed, unless there is a confirmed safety concern.
- Guests who eat a majority of the dish and then complain will not be eligible for a full or partial refund.

Food Return Requirements:
- When returning food to the restaurant, it must be in the original container whenever possible. This helps us verify the product and portion size for quality review.
- Returns without original containers may not be accepted unless clear photographic proof is provided.
- Items transferred to personal containers (e.g., Tupperware, plastic bags) will not be accepted for refund or inspection unless approved by management.

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2. Dine-In Orders

- Issues should be reported immediately during your visit.
- If a guest leaves without reporting, they must contact us within 24 hours.
- Resolution may include:
  - Re-preparation of food
  - Complimentary item on a future visit
  - Partial or full refund if the issue is verified

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3. Takeout (To-Go) Orders

- All food related to a refund request must be returned to the restaurant in its original container.

- We use this to verify preparation quality, portion size, and specific concerns.

  - If the food is not returned and no clear photographic evidence is provided, we may be unable to process a refund.

  - Report issues within 24 hours with receipt/order info.

Customized Takeout Orders:

- Non-refundable if made per request, including spice level.

Spice Level Advisory (Takeout):

- Choose mild if unsure. No refunds if the dish is too spicy or bland for personal taste when prepared as ordered.

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4. In-House Restaurant Delivery (Direct Orders)

- Inspect order upon arrival.
- If something is missing, incorrect, or compromised, notify us immediately.
- Resolutions may include:
  - Re-delivery of missing/corrected items
  - Refund or store credit
  - Apology item for future order

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5. Third-Party Delivery (Uber Eats, Grubhub, DoorDash)

- Issues must be handled directly with the delivery platform (e.g., missing items, late arrival, cold food).
- These platforms control the ordering, payment, and refund process.
- We assist in verifying preparation time and item accuracy if requested by the platform.

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6. Refund Processing

- Approved refunds will be processed to the original method of payment within 3–5 business days.
- No cash refunds for card transactions.
- Refunds may be denied if a pattern of abuse is identified or if proof of issue is not provided.

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7. Order Cancellation & Promotions

- Orders cannot be canceled, refunded, or credited once preparation has begun.
- If cancellation is needed, please call immediately after placing the order; cancellation is only possible before food prep starts.
- No refund or credit will be provided for non-food items or beverages once served or packed.

Complimentary Items:
- Complimentary items have no cash value and are not eligible for refund or exchange.
- Complaints related solely to complimentary items may not qualify for compensation.

Discounts & Coupons:
- Discounts must be presented or applied at time of purchase. No retroactive discounts will be issued.
- Only one discount or promotion can be applied per transaction unless stated otherwise.
- Expired, altered, or illegible coupons may not be accepted.

Fraud Prevention:
- We reserve the right to deny service or compensation if misuse, repeated abuse, or fraud is suspected.

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Contact Us

We appreciate your understanding and cooperation. Please contact us directly with any concerns so we may assist you properly :

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Jasmine Rice Thai Chinese
📍 10895 S Eastern Ave #140, Henderson, NV 89052
📞 (702) 901-7333
📧 contact@jasminericelv.com
🌐 www.jasminericelv.com