Chargeback policies
Chargeback Policy
Effective Date: 1st January 2026
Our Commitment
At Jasmine Rice, we are committed to providing exceptional food, outstanding service, and a fair resolution process for every guest. If your experience does not meet your expectations, we encourage you to contact us as soon as possible. Most concerns can be resolved quickly through open communication, allowing us the opportunity to make things right.
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1. Contact Jasmine Rice First
Before initiating a payment dispute with your credit card issuer, we respectfully ask that you contact Jasmine Rice directly whenever reasonably possible so we have an opportunity to review and resolve your concern.
Examples include, but are not limited to:
* Food quality or preparation concerns
* Missing or incorrect items
* Service-related concerns
* Delivery or pickup issues
* Billing questions
If you believe your payment card has been used without your authorization, please contact your card issuer immediately. You may also notify Jasmine Rice so we can assist with our internal review where appropriate.
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2. Customer Cooperation
To ensure every concern is reviewed fairly and consistently, Jasmine Rice may request reasonable information necessary to evaluate a claim, including:
* A brief description of the concern
* Order details or receipt
* Photographs where appropriate
* Inspection of the food and original packaging when reasonably available
* Completion of an incident report when appropriate
Customers are expected to participate in the resolution process in good faith by responding to reasonable communications and providing information necessary for Jasmine Rice to investigate the matter.
If a customer declines to provide reasonably requested information, does not respond to communications, or otherwise prevents Jasmine Rice from reasonably investigating a claim, we may be unable to verify the reported concern and may deny the refund request based on insufficient information.
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3. Refund Eligibility
Each refund request is evaluated individually based on the available facts and supporting documentation.
Refunds may be considered when:
* The concern is reported as soon as reasonably possible, preferably within 24 hours of the transaction.
* Sufficient information is provided for investigation.
* The food and original packaging are preserved for inspection when reasonably requested.
* The reported issue can be reasonably verified.
Refunds generally will not be approved for:
* Food that has been substantially consumed.
* Orders accurately prepared according to the customer’s requested modifications.
* Personal taste preferences after requested customization.
* Complimentary items.
* Expired promotions or discounts.
* Claims that cannot be reasonably verified due to insufficient information or significant reporting delays.
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4. Investigation and Evidence
To ensure a fair review of every concern, Jasmine Rice maintains business records that may include:
* Order records
* Payment records
* Point-of-sale transaction records
* Customer communications
* Kitchen preparation records
* Delivery or pickup confirmations
* Reservation records
* Security camera footage where available
* Other relevant business records maintained during the ordinary course of business
These records may be used to investigate refund requests and respond to payment disputes.
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5. Chargeback Disputes
If a payment dispute is initiated, Jasmine Rice reserves the right to contest the dispute by submitting all relevant evidence supporting the validity of the transaction.
Evidence may include, but is not limited to:
* Transaction records
* Order history
* Customer communications
* Delivery or pickup confirmation
* Refund offers, if any
* Business records maintained in the ordinary course of operations
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6. Abuse of the Chargeback Process
Chargebacks are intended to resolve legitimate payment disputes that cannot be reasonably resolved directly with the merchant.
Initiating a payment dispute without first providing Jasmine Rice a reasonable opportunity to review the concern may delay resolution and may result in the dispute being formally contested.
Where permitted by applicable law, Jasmine Rice reserves the right to:
* Refuse future service at its sole discretion;
* Pursue recovery of funds and associated costs if a payment dispute is determined to be invalid, fraudulent, or otherwise unsupported by the available evidence; and
* Exercise any other rights or remedies available under applicable law.
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7. Good Faith Resolution
Jasmine Rice is committed to resolving legitimate customer concerns fairly, professionally, and in good faith.
Likewise, customers are expected to participate in the resolution process in good faith by providing reasonably requested information, responding to communications, and allowing Jasmine Rice a fair opportunity to investigate and resolve the matter before pursuing a payment dispute whenever reasonably possible.
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8. Contact Information
If you have any questions or concerns, please contact Jasmine Rice directly.
Jasmine Rice
📍 10895 S Eastern Ave., Suite 140
Henderson, NV 89052
📞 (702) 901-7333
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9. Agreement
By placing an order through dine-in, takeout, pickup, delivery, online ordering, or any other purchasing method offered by Jasmine Rice, customers acknowledge that they have had an opportunity to review this Chargeback Policy and the Refund & Return Policy.
Customers further acknowledge that Jasmine Rice should be given a reasonable opportunity to investigate and resolve any concerns before a payment dispute is initiated whenever reasonably possible.
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10. Reservation of Rights
Nothing in this Chargeback Policy shall limit, waive, or otherwise affect any legal rights, defenses, or remedies available to Jasmine Rice under applicable federal, state, or local law.
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11. Severability
If any provision of this Chargeback Policy is determined to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.