Ischia Restaurant POLICIES

TERMS AND CONDITIONS

Ischia Restaurant may amend or update these Terms and Conditions from time to time, with or without notice.

Ischia Restaurant is committed to ensuring the privacy of all users' (Users) information.

Refund Policy

• To provide the best customer satisfaction, we provide the following solutions. Feel free to contact us if you have any questions regarding our Refund Policy by emailing us at eat@ischia.com.au. For immediate response, please call the restaurant at 08 9227 7762, or the third party delivery company we use (Uber, Deliveroo and Doordash).

• Preparation of your order can begin immediately after your order has been confirmed. We cannot accept cancellations once your order has been confirmed with the restaurant.

• Italian Gurus PTY LTD (ABN 18614921461) and trading as Ischia Restaurant is bound by Australian Consumer Law (ACL) to provide refunds in certain circumstances. This policy sets out our obligations.

• We are not required to provide a refund or replacement if you change your mind.

• To obtain a refund or replacement, please call us immediately, with your details and explain the basis of your refund request. If dining in, please ask to speak with the Manager.

• If the problem is not major, we will replace the item within a reasonable time. If it is not replaced in a reasonable time you can choose a refund, store credit or replacement.

Following approval by Ischia Restaurant, the agreed amount will be refunded to you in cash or as a refund onto your credit card subject to the payment method used in the original transaction. If store credit is requested, we will give you a gift voucher with the amount to be returned for a future order.

All claims must be made within a reasonable time from the time of receipt, so we can respond appropriately to the request.

THIRD PARTIES

Food Order Errors

If you receive food that is different from your receipt, we sincerely apologise. Please call us or your third-party delivery company as soon as you notice that there was an error in your order. We may deliver the correct food item.

• For credit card payments, you will be refunded the sales price amount associated with the error and recharged for the new items price.

• For cash payments, you will be asked to pay the difference of the balance if the new food has a greater value than the food received in error. In the same way, you will receive the difference of the balance back as credit for the new item if less than the food received in error. In some cases, we may offer you a store credit.

Your order will be priority if you come to pick it up. In all cases, please return the food order in the original container(s) to our host.

Food Order Incomplete

In the rare occasion that you do not receive food that is on your receipt, we will make it up to you. Please call us or your third-party delivery service as soon as you notice that any food items were not received in your order, we will refund the amount to a credit card or we will refund you with a store credit. No cash refunds.

Food Dissatisfaction

We cook our food fresh to order with only the finest and freshest ingredients. We take great care and pride in all of the dishes we make. Refunds and/or replacement food are available upon request for orders in which the food is wrong, omitted and other similar circumstances. Refunds are not typically provided for food that a guest simply does not like.

Spicy Level

We offer some dishes that are spicy as you can see in the description of the dish (Mild, Medium or Hot) but spice can be different for everyone. We usually suggest that you are on the side of caution and choose a lower spice level because you can add spice in, but can’t take it out! We do not offer discounts or refunds for a preferred different spice level, but please let us know if you’d like us to add a side of ground chilli or fresh chilli oil for you. Please note: for extra a side of ground chilli or fresh chilli oil, price is $0.50 for takeaway).

Cancel Order

We cannot cancel, refund or give store credit if you change your mind or mistakenly order an item after the order is prepared. We cannot provide any refund or store credit for non-food items or beverages.

Order Cancelled Delivery Partner

It’s possible your delivery partner might cancel the delivery if they’re unable to find or reach you. When they arrive at your delivery address, they’re prompted to contact you so it’s a good idea to keep your phone nearby when you’re expecting the food to arrive. If a delivery partner doesn’t make the delivery for any reason, you may contact the customer service of the company.

Once the food is taken from the restaurant by the delivery person, it is their responsibility to keep the food in the best conditions as directed by the restaurant. If you are not satisfied, you may be eligible for a refund.

Complimentary Food

Sorry, we cannot provide a refund or cash value on any complimentary food.

Please note: We strive to prepare and package our pick up items to preserve the high quality of the food. Keep in mind the temperature, sauce, and consistency of some items may vary slightly after being packaged.

*If 25% or more of the food has been consumed or removed we cannot issue any discount, refund or store credit. If the food has been discarded, repackaged or tampered with then we cannot verify its origin or issue and cannot issue any discount, refund or store credit.

Functions Policy

• For bookings of 20 guests and above, a set menu is required.

• $10 Deposit per person will be requested to ensure your booking.

• Set menu modifications will incur a per person charge, the cost will depend on the substituted dish.

• If you need to cancel your function and obtain a refund, please call us 48 hours (2days) minimum before your function day.

• Please book for all members of your dining group, including children, and inform in the booking note if you require a highchair or have a pram so we can allocate an appropriate space.

• Your table is reserved for a duration of 120 - 180 minutes. If you feel you need longer than this, please email us at eat@ischia.com.au

• Any dietary requirements and special requests made will be catered for by the venue as best as possible.

Booking Policy

Thank you for choosing Ischia Restaurant. We look forward to serving you. If your plans change, please notify us at least 24 hours before your reservation time. This allows us to accommodate other guests and ensure a pleasant dining experience for everyone.

Thank you for your understanding and cooperation. We can't wait to welcome you.

Cancellation Policy

Ischia Restaurant is committed to providing an enjoyable hospitality experience for our customers. We rely on reservations being honoured, or having adequate notice given for any changes. If you need to cancel or amend your booking, please let us know 24hrs prior to your booking. Table cancellations can be made by the following:

• Online (recommended) – Follow the link in your booking confirmation email.

• Email – reservations@ischia.com.au or call the restaurant directly at 08 9227 7762.

• We request that any cancellations to your reservation be made at least 24 hours in advance. For no-shows or same-day cancellations, a fee of $10 per person will be charged to the credit card on file for each individual missing from the booking.