Refund Policy

Effective Date: June 6, 2026  |  Last Updated: June 6, 2026

1. General Overview

Tatte ("we," "us," or "our") operates as a food service business in the United States. Because food products are perishable and prepared to order, our refund policy reflects the unique nature of the food service industry while remaining fair and transparent to all customers. This policy applies to all purchases made online, over the phone, or in person at any Tatte location.

We strive to ensure every item meets our high quality standards. If your experience does not meet your expectations, we encourage you to contact us promptly so we can make it right.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund under the following circumstances:

• Incorrect Order: You received an item that was different from what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Food Quality Issues: The food item was spoiled, undercooked, overcooked, or otherwise unfit for consumption upon receipt.
• Allergic Reactions Due to Mislabeling: You experienced an adverse reaction due to an allergen that was not disclosed at the time of ordering, despite your specific request for allergen information.
• Technical Billing Errors: You were charged an incorrect amount due to a technical error on our website or payment system.
• Duplicate Charges: Your payment method was charged more than once for a single order.
• Order Not Fulfilled: We were unable to fulfill your order and you were charged.

Refunds are evaluated on a case-by-case basis. We reserve the right to request photographic evidence or additional information before processing a refund.

3. Non-Refundable Items and Services

The following are generally not eligible for a refund:

4. Timeframes for Refund Requests

Timing is critical when requesting a refund for food orders. We require that refund requests be submitted within the following timeframes:

• In-person dining issues: Must be raised with a staff member or manager before you leave the restaurant.
• Pickup orders: Must be reported within 2 hours of pickup time.
• Delivery orders: Must be reported within 2 hours of confirmed delivery time.
• Online billing errors or duplicate charges: Must be reported within 7 calendar days of the transaction date.
• Catering and large group orders: Must be reported within 24 hours of the event date for food quality or fulfillment issues.

5. How to Request a Refund (Step-by-Step)

To request a refund, please follow these steps:

1. Gather Your Information: Before contacting us, have the following ready:
   • Your full name
   • Order number or receipt
   • Date and time of the order
   • Description of the issue
   • Photos of the item(s) if applicable (especially for quality complaints)
2. Contact Us: Reach out to our customer support team via one of the following methods:
   • Email: [email protected]
   • Website: tatte-cafe.rest
3. Submit Your Request: Clearly describe the issue, attach any relevant photos or documentation, and include your order details. State whether you are requesting a full refund, partial refund, or replacement.
4. Await Confirmation: Our team will acknowledge your request within 1–2 business days.
5. Review and Determination: We will review your claim and may request additional information. A decision will be communicated within 3–5 business days of receiving all required information.
6. Refund Issued: If approved, your refund will be processed according to the timelines outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on your original payment method:

Please note that while we process refunds promptly on our end, your financial institution or payment provider may take additional time to reflect the credit in your account. We are not responsible for delays caused by third-party payment processors.

7. Partial Refunds

In some circumstances, only a partial refund may be appropriate. These situations include but are not limited to:

• Only a portion of your order was incorrect or missing.
• The food quality issue affected only certain items in a larger order.
• A reasonable portion of the order was consumed before the issue was discovered.
• The issue was reported after the standard reporting window but we determine a partial accommodation is warranted.
• A discount, coupon, or promotional offer was applied to the original purchase, and the refund will reflect the actual amount paid.

Partial refunds will be calculated based on the proportional value of the affected items, including applicable taxes. We will clearly communicate the amount to be refunded before processing.

8. Exchange Policy

Because our products are perishable food items, traditional exchanges (returning an item for a different item) may not always be possible. However, we offer the following options when food quality or order accuracy issues arise:

• In-Person Dining: If your order is incorrect or does not meet quality expectations, please notify your server or a manager immediately. We will prepare a replacement item at no additional cost whenever operationally possible.
• Pickup Orders: If you discover an issue upon pickup, return to the location within a reasonable time and speak with a manager. We will prepare a replacement or issue store credit at our discretion.
• Delivery Orders: Due to the nature of delivery, physical exchanges are generally not possible. In these cases, we will offer a store credit, replacement on a future order, or a refund as appropriate.

Exchanges are subject to availability and operational capacity at the time of the request. We cannot guarantee that a specific item will be available for immediate replacement.

9. Cancellation Policy

9.1 Standard Orders

For standard pickup and delivery orders placed through our website or in person:

• Orders may be cancelled within 5 minutes of placement for a full refund, provided preparation has not yet begun.
• Once food preparation has started, cancellations are not accepted and no refund will be issued.
• To cancel an order promptly, contact us immediately at [email protected] or through the ordering platform used.

9.2 Catering and Large Group Orders

For catering orders, event bookings, and large group reservations:

• Cancellation more than 7 days before the event: Full refund minus any non-refundable deposit.
• Cancellation 3–7 days before the event: 50% refund of the total order amount.
• Cancellation less than 3 days (72 hours) before the event: No refund. The full amount will be charged.
• Same-day cancellations: No refund will be issued under any circumstances unless caused by our failure to fulfill the order.

9.3 Cancellations Due to Circumstances Beyond Our Control

If Tatte is required to cancel your order due to circumstances beyond our control — including but not limited to extreme weather events, supply chain disruptions, power outages, or emergency closures — you will receive a full refund or store credit for the full amount paid. We will notify you as soon as possible in such situations.

10. Third-Party Delivery Platform Orders

If you placed your order through a third-party delivery platform such as DoorDash, Uber Eats, Grubhub, or a similar service, please note the following:

• Refund requests for orders placed through third-party platforms must first be submitted through that platform's customer support.
• Tatte is not directly responsible for refunds managed by third-party platforms.
• If the third-party platform is unable to resolve your issue, please contact us directly at [email protected] with your order details, and we will do our best to assist.
• Delivery fees charged by third-party platforms are governed entirely by those platforms' policies.

11. Dispute Resolution Process

We want to resolve any concerns quickly and amicably. If you are dissatisfied with the outcome of your refund request, please follow this escalation process:

1. Step 1 – Internal Review Request: If you believe your refund request was handled incorrectly, submit a written request for re-review to [email protected] with the subject line "Refund Dispute – [Your Order Number]." Include a detailed explanation of why you believe the decision should be reconsidered, along with any supporting documentation.
2. Step 2 – Management Review: A member of our management team will review your case within 5 business days and provide a final decision in writing.
3. Step 3 – Chargeback Through Your Bank: If you are still not satisfied after our internal review, you have the right to contact your bank or credit card issuer to initiate a chargeback. We encourage you to exhaust our internal process first, as chargebacks can delay resolution.
4. Step 4 – Consumer Protection Agencies: As a business operating in the United States, consumers have the right to file complaints with relevant consumer protection authorities, including:
   • The Federal Trade Commission (FTC) at reportfraud.ftc.gov under the FTC Act.
   • Your state's Attorney General Consumer Protection Division.
   • The Better Business Bureau (BBB) at bbb.org.

We are committed to good faith resolution and will cooperate with any formal dispute resolution processes as required by applicable law.

12. Consumer Rights Under Applicable Law

As a consumer in the United States, you have certain rights that this Refund Policy does not override. These include protections under:

• The Federal Trade Commission Act (FTC Act): Prohibits unfair or deceptive acts or practices in commerce. Our refund policy complies with all FTC guidelines on transparent and fair business practices.
• State Consumer Protection Laws: Various states have additional consumer protection statutes. If you are a California resident, you may have rights under the California Consumer Privacy Act (CCPA/CPRA) related to personal information collected during your transaction.
• Credit Card Chargeback Rights: Under the Fair Credit Billing Act (FCBA), you have the right to dispute billing errors with your credit card issuer.

Nothing in this Refund Policy is intended to limit any rights you may have under applicable federal or state law.

13. Policy Updates

Tatte reserves the right to update or modify this Refund Policy at any time. Any changes will be reflected on this page with an updated "Last Updated" date. We encourage you to review this policy periodically. Continued use of our services after any changes constitutes your acceptance of the updated policy.

14. Contact Information for Refund Requests

For all refund-related inquiries, please contact our customer support team using the details below. We are here to help and aim to respond to all messages within 1–2 business days.