Guest Concern, Refund & Resolution Policy
Guest Concern, Refund & Resolution Policy
Effective Date: 1st January 2026
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1. Introduction
At Jasmine Rice, we believe that exceptional hospitality extends beyond serving outstanding food—it also includes responding to guest concerns with professionalism, fairness, consistency, and respect.
Our goal is to provide every guest with an enjoyable dining experience. While we strive for excellence in every order and every visit, we recognize that concerns may occasionally arise. When they do, we are committed to reviewing each situation carefully, objectively, and in good faith.
This Policy explains how Jasmine Rice reviews guest concerns, evaluates requests for refunds, replacements, credits, or other resolutions, and determines the appropriate course of action based on the available information and the specific circumstances of each case.
Because every situation is unique, all requests are reviewed individually. Submission of a concern does not automatically guarantee a refund, replacement, store credit, or any other form of compensation.
Nothing in this Policy is intended to limit or waive any rights or remedies that may be available to either Jasmine Rice or its guests under applicable law.
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2. Our Commitment
At Jasmine Rice, our commitment is to provide:
* Freshly prepared, high-quality food.
* Professional, courteous, and attentive service.
* Honest and transparent communication.
* Fair, consistent, and objective review of guest concerns.
* Reasonable opportunities to resolve concerns before they escalate.
* Continuous improvement through guest feedback.
We believe that most concerns can be resolved quickly through respectful communication. We therefore encourage guests to notify us promptly whenever something does not meet their expectations so that we may have a reasonable opportunity to investigate the matter and determine an appropriate resolution.
Our objective is not simply to issue refunds, but to resolve legitimate concerns fairly while maintaining the highest standards of food quality, guest satisfaction, operational consistency, and business integrity.
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3. Purpose of This Policy
This Policy is designed to:
* Establish a clear, fair, and consistent process for reviewing guest concerns.
* Explain how Jasmine Rice evaluates requests for refunds, replacements, credits, and other forms of resolution.
* Ensure that similar situations are handled consistently whenever reasonably possible.
* Help preserve information necessary to investigate concerns accurately.
* Protect both our guests and Jasmine Rice through objective review procedures.
* Encourage prompt communication so concerns may be addressed while relevant information remains available.
* Reduce misunderstandings regarding expectations and available resolutions.
This Policy is intended to support constructive communication between Jasmine Rice and its guests. It should not be interpreted as a guarantee that any particular outcome will be provided in every circumstance.
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4. Scope of This Policy
Unless otherwise stated, this Policy applies to orders placed directly with Jasmine Rice, including:
* Dine-in orders
* Takeout orders
* Pickup orders
* Orders delivered directly by Jasmine Rice
* Catering orders, unless separate written catering terms apply
* Gift card purchases, where applicable
* Promotional offers, discounts, and store credits issued by Jasmine Rice
Orders placed through third-party delivery platforms (including, but not limited to, Uber Eats, DoorDash, Grubhub, or similar services) remain subject to this Policy only to the extent that the concern relates to food preparation or restaurant operations. Payment processing, delivery performance, cancellation procedures, refunds, credits, fees, and platform-specific policies remain governed by the applicable third-party platform.
Certain promotions, private events, banquet services, catering agreements, holiday menus, wine dinners, tasting events, or special events may be governed by separate written terms. Where a separate written agreement applies, that agreement will control to the extent of any inconsistency.
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5. Definitions
For purposes of this Policy, the following terms have the meanings described below.
“Guest”
Any individual or entity purchasing, receiving, consuming, or requesting products or services from Jasmine Rice.
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“Management”
The owner, manager, supervisor, or other individual authorized by Jasmine Rice to review guest concerns and make decisions regarding refunds, replacements, credits, or other resolutions.
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“Concern”
Any complaint, dissatisfaction, question, request for review, or report relating to food quality, food safety, order accuracy, service, billing, delivery, restaurant operations, or any other aspect of a guest’s experience.
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“Refund”
A return of all or part of the purchase price to the original method of payment or another method approved by Management.
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“Store Credit”
A credit issued by Jasmine Rice for future purchases. Store credits have no cash value unless required by applicable law and remain subject to any terms specified at the time of issuance.
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“Replacement”
Preparation and delivery or service of the same menu item, or another item approved by Management, to correct a verified concern.
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“Courtesy Item”
A complimentary product or service voluntarily offered by Jasmine Rice as a goodwill gesture. Courtesy items are discretionary, have no cash value, and do not constitute an admission of fault or liability.
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“Reasonably Available”
Information, evidence, food, packaging, documentation, or other materials that can reasonably be provided under the circumstances without imposing an unreasonable burden on the guest or Jasmine Rice.
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“Business Records”
Records maintained by Jasmine Rice during the ordinary course of business, including but not limited to transaction records, receipts, order history, kitchen preparation records, reservation records, communications, security footage where available, delivery confirmations, and other operational records.
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6. Reporting a Concern
Guests are encouraged to notify Jasmine Rice as soon as reasonably possible after discovering a concern.
Prompt reporting significantly improves our ability to investigate the circumstances, verify relevant facts, inspect the food when appropriate, review preparation records, consult employees involved, and determine an appropriate resolution.
Requests involving refunds, replacements, store credits, or formal management review should generally be submitted within 24 hours of the original transaction whenever reasonably possible.
When reporting a concern, guests should provide, to the extent reasonably available:
* Date and approximate time of the order or visit.
* Whether the order was dine-in, takeout, pickup, direct restaurant delivery, catering, or third-party delivery.
* Receipt, transaction number, or order number.
* Name and telephone number associated with the order.
* Menu item or items involved.
* A clear description of the concern.
* Whether any food or original packaging remains available.
* Photographs or video, where relevant and reasonably available.
* Any additional information that may assist Management in reviewing the concern.
Late reports may still be reviewed at Management’s discretion. However, delays may significantly reduce our ability to verify food quality, preparation, storage conditions, service details, employee observations, or other relevant circumstances.
Reporting a concern promptly does not automatically guarantee a refund, replacement, store credit, or any other form of compensation. Each request is evaluated individually based upon the totality of the available information.
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7. Formal Review Process
Jasmine Rice welcomes feedback provided in person, by telephone, by email, or through other authorized communication channels.
However, requests involving refunds, replacements, store credits, chargeback-related concerns, or other forms of compensation generally require written documentation before Management can complete a formal review.
Guests may submit written information by:
* Replying to an authorized text message from Jasmine Rice.
* Sending an email to contact@jasminericelv.com.
* Completing a Guest Concern Report or Incident Report provided by Jasmine Rice.
Written documentation helps Jasmine Rice:
* Maintain accurate business records.
* Review concerns consistently and objectively.
* Consult appropriate employees and kitchen personnel.
* Review preparation records, transaction history, and operational documentation.
* Evaluate supporting information provided by the guest.
* Identify opportunities to improve food quality, service, and operational procedures.
During the review process, Management may request additional information reasonably necessary to evaluate the concern, including clarification of the reported circumstances, photographs, video, receipts, order details, remaining food, original packaging, or other supporting information.
Management may also review relevant Business Records maintained by Jasmine Rice in the ordinary course of operations.
If reasonably requested information is not provided within a reasonable period of time, or if a guest declines to participate in the review process, Jasmine Rice may be unable to verify the reported concern or determine an appropriate resolution. In such circumstances, Management may close the review or deny the request based on insufficient available information.
Submission of a written concern does not guarantee that a refund, replacement, credit, or other compensation will be approved. Each request is evaluated individually based upon the available information, applicable policies, and the specific circumstances of the matter under review.
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8. Guest Cooperation
Jasmine Rice is committed to reviewing every legitimate concern fairly, objectively, and in good faith. To facilitate a thorough and consistent review, guests are expected to cooperate in good faith by providing information reasonably necessary to evaluate the concern.
Depending on the circumstances, Management may request:
* A brief description of the concern;
* Clarification regarding the reported circumstances;
* The receipt, transaction number, or order information;
* Photographs or video, when relevant and reasonably available;
* Inspection of any remaining food or original packaging;
* Completion of a Guest Concern Report or Incident Report; or
* Any other information reasonably necessary to complete the review.
Guests are encouraged to respond promptly to reasonable requests for additional information. Failure or refusal to provide information reasonably necessary for the investigation may substantially limit Jasmine Rice’s ability to verify the reported concern.
If sufficient information is not provided within a reasonable period of time, or if a guest declines to participate in the review process, Management may be unable to complete the investigation and may deny the requested refund, replacement, credit, or other compensation due to insufficient available information.
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9. Opportunity to Correct an Issue
Jasmine Rice believes that most concerns can be resolved quickly when they are reported promptly.
Whenever reasonably possible, guests are encouraged to notify a member of our team immediately after discovering a concern so that Jasmine Rice has a reasonable opportunity to:
* Inspect the food or beverage;
* Confirm the order details;
* Verify preparation or service;
* Correct any confirmed error;
* Replace or remake an affected item; or
* Otherwise resolve the concern before the guest leaves the restaurant or before additional inconvenience occurs.
Prompt notification often allows concerns to be resolved more effectively than after the food has been consumed, discarded, transported, reheated, or otherwise altered.
A guest’s decision to decline a reasonable offer to correct, remake, or replace an item may be considered, together with all other relevant circumstances, when evaluating any later request for additional compensation.
Nothing in this section prevents Management from determining that another form of resolution is appropriate based on the particular facts of the situation.
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10. General Eligibility for Refund Consideration
Each request for a refund, replacement, store credit, bill adjustment, or other compensation is reviewed individually.
A refund or other resolution may be considered when available information reasonably demonstrates that the concern resulted from circumstances within Jasmine Rice’s responsibility, including, where applicable:
* An incorrect menu item was provided;
* A confirmed item was missing from the order;
* A verified preparation error occurred;
* Food presented a legitimate quality or food safety concern;
* Billing or pricing errors occurred; or
* Another circumstance exists that Management determines warrants corrective action.
A valid receipt, transaction record, order number, or other reasonable proof of purchase may be required.
A request for compensation may be denied when the available information does not reasonably support the reported concern or when the matter cannot be adequately verified.
Personal preference or subjective dissatisfaction alone does not automatically qualify an order for a refund, replacement, or credit.
Examples include, but are not limited to:
* Flavor preferences;
* Personal expectations regarding seasoning;
* Preferred texture or consistency;
* Aroma;
* Appearance;
* Portion expectations not inconsistent with the restaurant’s standard serving size; or
* Other subjective preferences when the food was prepared substantially in accordance with the standard recipe or the guest’s documented instructions.
Each concern is evaluated based upon the totality of the available information rather than any single factor.
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11. Food Inspection & Evidence Preservation
To assist in evaluating reported concerns, Jasmine Rice may request that any remaining food, beverages, original packaging, or related materials be preserved for inspection whenever reasonably possible.
Guests are encouraged to:
* Retain the food in its original restaurant container whenever reasonably practicable;
* Preserve the original packaging, labels, and receipts;
* Refrigerate perishable items promptly if they cannot be returned immediately;
* Avoid altering, transferring, combining, or discarding the food before Management has had a reasonable opportunity to review the concern.
If returning the food is not reasonably possible, Management may evaluate the concern using photographs, video, transaction records, preparation records, employee observations, and any other available information.
Providing photographs, video, or other supporting documentation assists the review process but does not, by itself, establish that a refund or other compensation is warranted.
Where a guest reports a suspected contamination, foreign object, food safety concern, or similar matter, Management may request that the food remain undisturbed until further instructions can be provided.
As time passes, or as food is consumed, discarded, transported, reheated, modified, or otherwise handled after leaving Jasmine Rice, our ability to verify the reported concern may be significantly reduced.
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12. Consumption-Based Review
Guests are encouraged to stop consuming an item once a concern is discovered and to notify Jasmine Rice promptly.
The amount of food consumed is one of several factors considered during Management’s review because it may affect the restaurant’s ability to evaluate the reported concern.
If a substantial portion of a menu item has been consumed, discarded, shared, transferred to another container, materially altered, or otherwise becomes unavailable for inspection before the concern is reported, eligibility for a refund, replacement, or credit may be reduced or denied if the reported issue cannot be reasonably verified.
However, substantial consumption does not automatically prevent a guest from receiving an appropriate resolution.
Management may determine that a refund, replacement, or other corrective action remains appropriate where, for example:
* A legitimate food safety concern becomes apparent only after consumption;
* The reported issue could not reasonably have been discovered earlier; or
* Other available evidence sufficiently supports the reported concern.
No single factor, including the amount consumed, will automatically determine the outcome of every review.
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13. Verification of Facts
Jasmine Rice reviews each concern objectively using the information reasonably available at the time of the investigation.
Depending upon the circumstances, Management may consider:
* Statements provided by the guest;
* Communications between the guest and Jasmine Rice;
* Receipts and transaction records;
* Order history;
* Kitchen preparation records;
* Point-of-sale records;
* Employee observations and statements;
* Reservation information;
* Delivery or pickup records;
* Photographs or video;
* Remaining food and packaging;
* Security camera footage where available;
* Timing of the report;
* The condition of the food when inspected; and
* Any other information reasonably relevant to the review.
Management evaluates the totality of the available evidence and is not required to rely exclusively upon any single statement, document, photograph, or piece of evidence.
Where relevant facts cannot be reasonably verified because sufficient information is unavailable, contradictory, incomplete, or no longer capable of verification, Jasmine Rice may decline the requested compensation.
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14. Resolution Options
After completing its review, Management will determine the resolution that it believes is fair and appropriate under the circumstances.
Depending on the verified facts, available information, and the nature of the concern, Management may, in its sole reasonable discretion, provide one or more of the following:
* No corrective action;
* An explanation or clarification;
* A correction of the order;
* Preparation of a replacement item;
* Replacement of a missing item;
* A bill adjustment;
* A partial refund;
* A full refund;
* Store credit;
* A courtesy item;
* Another reasonable resolution determined by Management.
The resolution selected will depend upon the specific circumstances of the matter under review and shall not establish a precedent for future requests.
Any refund, replacement, credit, adjustment, courtesy item, or other accommodation voluntarily provided by Jasmine Rice is offered solely as a goodwill resolution and shall not constitute an admission of fault, negligence, liability, or legal responsibility.
Management retains the discretion to determine the most appropriate resolution after considering the totality of the available information, the applicable provisions of this Policy, and the particular circumstances of each individual case.
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PART III — Food & Menu Standards
15. Customized Orders and Guest Modifications
Jasmine Rice is pleased to accommodate reasonable guest requests whenever possible. However, modifications to a menu item may significantly alter its intended flavor, texture, appearance, consistency, moisture level, seasoning balance, or overall presentation.
A customized order includes any guest-requested change to a standard menu item, including, but not limited to:
* Ingredient substitutions or omissions;
* Additional or reduced ingredients;
* Extra protein or toppings;
* Alternative sauces or seasonings;
* Vegetarian, vegan, or gluten-conscious modifications;
* Requests for sauces, dressings, or chili on the side;
* Non-standard spice levels;
* Special cooking instructions;
* Off-menu requests; or
* Any other modification that materially changes the restaurant’s standard preparation.
Guests requesting modifications acknowledge that customized items may differ from the standard menu item and may produce a different dining experience than originally intended.
Customized items are generally considered final once preparation has begun, provided Jasmine Rice accurately followed the documented request.
Refunds, replacements, credits, or other compensation generally will not be provided solely because a guest later prefers the standard preparation or is dissatisfied with the expected characteristics of a correctly prepared customized item.
If Management determines that Jasmine Rice failed to prepare the customized order according to the documented request, an appropriate correction or other resolution may be offered in accordance with this Policy.
Guests who are uncertain about a modification are encouraged to ask questions before ordering or request sauces, seasonings, or chili on the side whenever appropriate.
Certain modifications may require additional preparation time or additional charges. When reasonably possible, guests will be advised before the order is finalized.
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16. Spice-Level Disclaimer
Thai cuisine is traditionally prepared using aromatic herbs, spices, chilies, and seasonings that may vary in perceived intensity from person to person.
Spice tolerance is highly subjective. A spice level that one guest considers mild may be considered spicy by another.
Unless otherwise stated, spice levels selected by the guest represent the guest’s personal preference and are prepared according to Jasmine Rice’s standard kitchen practices.
Refunds, replacements, credits, or exchanges generally will not be provided solely because a guest believes a dish is:
* Too spicy;
* Not spicy enough;
* More or less seasoned than personally expected;
* Too sweet;
* Too salty;
* Too sour;
* Too rich;
* Too mild; or
* Otherwise inconsistent with the guest’s personal taste preferences,
provided the dish was prepared substantially in accordance with the requested spice level or Jasmine Rice’s standard preparation.
Guests who are uncertain about spice levels are encouraged to begin with a milder option and request additional chili or spicy condiments separately whenever available.
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17. Food Allergy & Dietary Requests
Jasmine Rice takes food allergies and dietary requests seriously and will make reasonable efforts to accommodate them whenever possible.
Guests are responsible for informing their server or Jasmine Rice staff of any food allergies or dietary restrictions before placing an order.
Depending upon ingredient availability and kitchen operations, Jasmine Rice may decline to prepare certain allergy-related requests when Management determines that doing so cannot be accomplished safely.
Although Jasmine Rice follows food safety procedures and exercises reasonable care during food preparation, our kitchen handles ingredients that may include, but are not limited to:
* Peanuts;
* Tree nuts;
* Shellfish;
* Fish;
* Soy;
* Wheat;
* Gluten-containing ingredients;
* Eggs;
* Dairy;
* Sesame; and
* Other common allergens.
Because ingredients are prepared, stored, and cooked within shared kitchen facilities, Jasmine Rice cannot guarantee that any menu item will be completely free of allergens or cross-contact.
Guests with severe allergies or medically significant dietary restrictions should carefully consider this information before ordering.
Jasmine Rice reserves the right to decline requests that cannot reasonably be accommodated while maintaining food safety and operational standards.
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18. Food Safety Concerns
Food safety is a priority at Jasmine Rice.
Guests who believe they have received food that may be unsafe, contaminated, adulterated, spoiled, undercooked where not intended, or otherwise unsuitable for consumption should discontinue consumption immediately and notify Jasmine Rice as soon as reasonably possible.
Management may request that the food and its original packaging remain available for inspection whenever reasonably possible.
Depending upon the reported circumstances, Management may also request:
* Photographs;
* Video;
* Remaining food;
* Original containers;
* Order information;
* Purchase records; or
* Additional information necessary to evaluate the reported concern.
Where appropriate, Jasmine Rice may conduct an internal review, consult kitchen personnel, inspect preparation records, evaluate ingredient information, or take any other reasonable steps necessary to investigate the reported concern.
Management may also retain samples or documentation when appropriate for quality assurance or legal compliance.
Nothing in this section guarantees that a reported food safety concern will automatically result in a refund or other compensation. Each matter will be evaluated individually based upon the available information.
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19. Beverages & Non-Food Items
Prepared beverages, bottled beverages, desserts, packaged products, retail merchandise, and other non-food items are subject to this Policy.
Except where required by applicable law or where Management determines otherwise, beverages and non-food items generally are not eligible for refunds or exchanges after they have been:
* Prepared;
* Served;
* Opened;
* Consumed;
* Removed from the restaurant; or
* Packaged for pickup or delivery.
Management may approve an appropriate resolution where:
* An incorrect item was provided;
* A verified preparation error occurred;
* A confirmed quality concern exists;
* A legitimate food safety concern exists; or
* Another circumstance warrants corrective action.
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20. Alcoholic Beverage Policy
Alcoholic beverages are served in accordance with all applicable federal, state, and local laws, including the laws of the State of Nevada.
Guests are responsible for reviewing their order before consuming alcoholic beverages.
Except where required by law or where Management determines otherwise, alcoholic beverages generally are not eligible for refunds, exchanges, or replacements after they have been served or consumed.
Nothing in this Policy limits Jasmine Rice’s right to:
* Verify legal age;
* Request valid identification;
* Refuse alcohol service;
* Discontinue alcohol service;
* Refuse service to an intoxicated individual; or
* Take any action reasonably necessary to comply with applicable law and promote guest and employee safety.
Management reserves the right to refuse service whenever required or permitted by law.
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21. Dine-In Orders
Jasmine Rice encourages guests to notify a member of our team as soon as reasonably possible if any concern arises during their dining experience.
Prompt notification allows our team to:
* Inspect the food or beverage;
* Verify the order and preparation;
* Correct any confirmed error;
* Replace or remake an affected item;
* Address service concerns promptly; and
* Resolve the matter while relevant information remains readily available.
Guests who leave the restaurant without reporting a concern may still request a review. However, Management’s ability to verify the reported circumstances may be significantly reduced once the dining experience has concluded.
When reviewing a dine-in concern, Management may consider:
* The timing of the report;
* Statements made during the visit;
* Whether the guest provided Jasmine Rice a reasonable opportunity to correct the concern;
* The condition and amount of food remaining;
* Whether food was packaged to-go;
* Employee observations;
* Business Records; and
* Any other relevant information reasonably available.
No single factor shall automatically determine the outcome of a review.
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22. Takeout Orders
Guests are encouraged to inspect takeout orders promptly upon receipt.
If an order appears to contain an incorrect item, missing item, preparation concern, packaging concern, or other issue, guests should notify Jasmine Rice as soon as reasonably possible.
Management may request:
* The receipt or order information;
* Photographs or video;
* Original packaging;
* Remaining food;
* Clarification regarding transportation, storage, reheating, or handling after pickup; and
* Any other information reasonably necessary to evaluate the concern.
Once food leaves Jasmine Rice, the restaurant cannot control transportation, storage conditions, delays, reheating methods, or other circumstances that may affect food quality.
Accordingly, Management may consider post-pickup handling when evaluating any request for compensation.
Customized takeout orders remain subject to the Customized Orders and Spice-Level provisions of this Policy.
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23. Direct Restaurant Delivery Orders
For orders delivered directly by Jasmine Rice, guests are encouraged to inspect the order promptly upon delivery.
Guests should notify Jasmine Rice as soon as reasonably possible if they believe:
* An item is missing;
* An incorrect item was delivered;
* Food arrived damaged;
* Packaging appears compromised; or
* Another concern exists.
Delivery times provided by Jasmine Rice are estimates only.
Actual delivery times may vary due to:
* Traffic;
* Weather;
* Road conditions;
* Order volume;
* Operational demands;
* Public safety conditions; or
* Other circumstances beyond the restaurant’s reasonable control.
Management may request photographs, remaining food, packaging, delivery information, or other supporting documentation before determining an appropriate resolution.
Depending upon the verified circumstances, Management may determine that an appropriate resolution includes:
* Delivery of a missing item;
* Replacement of an affected item;
* Store credit;
* Bill adjustment;
* Partial refund;
* Full refund; or
* Another reasonable accommodation.
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24. Third-Party Delivery Orders
Orders placed through third-party delivery platforms—including, but not limited to, Uber Eats, DoorDash, Grubhub, or similar services—are subject to the policies and procedures of the applicable delivery platform.
Because payment is processed by the third-party platform, requests involving:
* Payment disputes;
* Refunds;
* Credits;
* Delivery fees;
* Driver conduct;
* Delivery delays;
* Failure to deliver;
* Delivery to an incorrect address; or
* Other platform-controlled services,
should generally be submitted directly through the platform that processed the transaction.
Jasmine Rice may assist the platform by confirming:
* Order preparation;
* Preparation time;
* Menu items prepared;
* Packaging procedures;
* Pickup information; and
* Other restaurant-controlled information.
When a concern relates specifically to food preparation or restaurant operations, guests are encouraged to contact Jasmine Rice directly so Management may conduct an independent review.
Guests should not request duplicate compensation from both Jasmine Rice and the third-party platform for the same issue.
Where a refund has already been issued by the delivery platform or another party, Jasmine Rice generally will not provide additional compensation for the same transaction unless Management determines otherwise.
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25. Order Cancellations
Guests needing to cancel an order should contact Jasmine Rice immediately after placing the order.
Cancellation requests are not automatically approved.
Orders may only be cancelled if Management confirms that food preparation has not yet begun.
Preparation of certain menu items may begin immediately after an order is accepted.
Accordingly, once preparation has begun, ingredients have been committed, or the order has been completed, cancellation requests generally cannot be accommodated.
Special orders, catering orders, banquet services, holiday menus, customized items, and large-volume orders may be subject to separate cancellation, deposit, or contractual terms.
Submission of a cancellation request does not guarantee that the order can be stopped.
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26. Complimentary Items
Complimentary items are provided solely at the discretion of Jasmine Rice as a gesture of hospitality or goodwill.
Unless otherwise required by law:
* Complimentary items have no cash value;
* Complimentary items are not redeemable for cash;
* Complimentary items generally are not eligible for refunds or exchanges; and
* Complimentary items do not increase the value of any compensation otherwise available.
Management may replace or substitute a complimentary item when appropriate, but is under no obligation to do so.
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27. Discounts, Coupons & Promotions
Discounts, promotional offers, loyalty rewards, coupons, and special pricing are subject to their respective terms and conditions.
Unless expressly stated otherwise:
* Promotions must be presented or applied before payment is completed.
* Discounts cannot be applied retroactively.
* Only one discount or promotional offer may apply to a single transaction.
* Promotions generally may not be combined.
* Expired, altered, copied, transferred, or fraudulent promotional offers may be declined.
* Promotional discounts have no cash value.
* Discounts generally do not apply to taxes, gratuities, service charges, delivery fees, alcohol, gift cards, or other excluded items unless specifically stated.
Jasmine Rice reserves the right to modify, suspend, or discontinue promotional programs at any time, subject to applicable law.
Promotion-specific terms shall control if they differ from this Policy.
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28. Gift Cards & Store Credits
Gift cards and store credits issued by Jasmine Rice are subject to applicable law and any terms provided at the time of issuance.
Unless required by law:
* Gift cards are not redeemable for cash.
* Lost, stolen, damaged, or unauthorized gift cards may not be replaced.
* Store credits are non-transferable unless approved by Management.
* Store credits may be subject to reasonable restrictions disclosed at the time they are issued.
Gift cards or store credits issued as part of a goodwill resolution remain discretionary and do not constitute an admission of liability.
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29. Refund Processing
When Management determines that a refund is appropriate, refunds will generally be issued to the original method of payment whenever reasonably possible.
Unless required by law:
* Cash purchases generally will be refunded in cash.
* Credit or debit card transactions generally will be refunded to the same card used for the original purchase.
* Refunds will not ordinarily be transferred to another payment method.
Once Jasmine Rice submits an approved refund, the time required for the credit to appear on a guest’s account is determined solely by the guest’s financial institution, card issuer, payment processor, or third-party platform.
Processing times vary and are outside Jasmine Rice’s control.
Refunds may appear as:
* A reversal of the original transaction;
* A separate credit transaction; or
* Another method determined by the payment processor.
Guests are encouraged to retain any refund receipt, confirmation, or reference number until the adjustment appears on their account.
Jasmine Rice is not responsible for delays caused by financial institutions, payment processors, or third-party delivery platforms after a refund has been properly submitted.
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30. Duplicate Claims, Misuse & Fraud Prevention
Jasmine Rice is committed to resolving legitimate guest concerns fairly and professionally. At the same time, we maintain procedures intended to protect our guests, employees, and business from misuse of the refund and complaint process.
Management may deny a request for a refund, replacement, credit, or other compensation when the available information reasonably indicates, including but not limited to:
* Duplicate requests involving the same transaction;
* A request that has already been fully resolved;
* Compensation previously provided by Jasmine Rice, a third-party delivery platform, a financial institution, or another responsible party for the same concern;
* Materially inconsistent, misleading, incomplete, or contradictory information;
* Altered, fabricated, or misleading documentation or evidence;
* Failure to provide information reasonably necessary to complete the review;
* Repeated claims demonstrating a pattern inconsistent with ordinary guest experiences;
* Attempts to obtain multiple forms of compensation for the same concern; or
* Any other conduct that Management reasonably determines constitutes misuse or abuse of the review process.
A suspicion of misuse or abuse does not automatically establish wrongdoing. Jasmine Rice will evaluate each matter individually based upon the totality of the available information.
Where permitted by applicable law, Jasmine Rice reserves the right to limit future accommodations, refuse future service, or take other reasonable actions necessary to protect the business, its employees, and its guests.
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31. Chargebacks & Payment Disputes
Jasmine Rice encourages guests to contact the restaurant directly before initiating a payment dispute whenever reasonably possible.
Many concerns can be resolved promptly through direct communication without the need for a chargeback.
If a chargeback or payment dispute is initiated, Jasmine Rice reserves the right to contest the dispute by submitting relevant information to the applicable payment processor, financial institution, card issuer, or dispute resolution provider.
Information submitted may include, where applicable:
* Receipts and transaction records;
* Order history;
* Point-of-sale records;
* Order preparation records;
* Kitchen production records;
* Reservation information;
* Pickup or delivery confirmations;
* Customer communications;
* Photographs or video;
* Security camera footage where available;
* Refund offers or prior resolutions;
* Business records maintained during the ordinary course of operations; and
* Any other information reasonably relevant to the disputed transaction.
If a payment dispute is pending, Jasmine Rice may suspend any duplicate internal refund review relating to the same transaction until the dispute has been resolved.
Nothing in this Policy limits a guest’s legal right to dispute an unauthorized or incorrect charge through the applicable payment network or financial institution.
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32. Management Discretion
Every guest concern is unique.
Accordingly, Management retains reasonable discretion to evaluate each matter individually and determine the resolution that Management believes is fair and appropriate under the particular circumstances.
When reviewing a concern, Management may consider factors including, but not limited to:
* The nature and severity of the reported concern;
* Whether the concern was reported promptly;
* Whether Jasmine Rice was provided a reasonable opportunity to correct the issue;
* The amount of food consumed;
* Whether remaining food or packaging was available for inspection;
* Guest communications;
* Photographs or video;
* Business Records;
* Preparation and service information;
* Storage, transportation, reheating, or handling after the food left Jasmine Rice;
* Previous compensation relating to the same transaction; and
* Any other information reasonably relevant to the review.
No single factor shall automatically determine the outcome of any review.
A decision made in one matter shall not establish a precedent requiring the same outcome in another matter.
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33. Goodwill Resolutions
From time to time, Jasmine Rice may voluntarily provide a courtesy item, replacement, store credit, discount, adjustment, or refund as a gesture of goodwill.
Unless otherwise expressly stated in writing, any goodwill accommodation:
* Is provided voluntarily;
* Is offered without admitting fault, negligence, liability, or legal responsibility;
* Does not modify this Policy;
* Does not establish any continuing obligation;
* Does not create a precedent for future transactions; and
* Shall not be interpreted as an admission regarding the validity of any claim.
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34. Limitation of Liability
Except where prohibited by applicable law, Jasmine Rice’s maximum liability arising from or relating to any order, product, service, or transaction shall not exceed the amount actually paid by the guest for the specific menu item or service giving rise to the claim.
Jasmine Rice shall not be liable for indirect, incidental, consequential, special, punitive, or exemplary damages except where such limitation is prohibited by applicable law.
Nothing in this section limits any rights that cannot legally be limited under applicable law.
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35. Reservation of Rights
Nothing contained in this Policy shall be interpreted as limiting, waiving, or otherwise affecting any legal rights, defenses, remedies, or protections available to Jasmine Rice under applicable federal, state, or local law.
Jasmine Rice expressly reserves all such rights.
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36. Severability
If any provision of this Policy is determined by a court or other authority of competent jurisdiction to be invalid, unlawful, or unenforceable, that provision shall be interpreted or modified to the minimum extent necessary to make it enforceable where permitted by law.
If modification is not possible, the affected provision shall be deemed severed from this Policy.
The remaining provisions shall continue in full force and effect.
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37. Policy Updates
Jasmine Rice may revise, amend, modify, or update this Policy from time to time to reflect changes in business operations, applicable law, payment industry practices, or guest service procedures.
Unless otherwise required by applicable law, the version of this Policy in effect at the time of the applicable transaction shall govern that transaction.
The most current version of this Policy will be made available through Jasmine Rice’s official website or upon request.
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38. Contact Information
Questions regarding this Policy or requests for Management review may be directed to:
Jasmine Rice Thai Chinese
📍 10895 S Eastern Ave #140, Henderson, NV 89052
📞 (702) 901-7333
Formal requests for Management review may be submitted by:
* Replying to an authorized text message from Jasmine Rice;
* Sending an email to contact@jasminericelv.com;
* Completing a Guest Concern Report or Incident Report provided by Jasmine Rice; or
* Any other communication method expressly authorized by Management.
Jasmine Rice appreciates the opportunity to review guest concerns and is committed to resolving legitimate issues fairly, consistently, and professionally.