How to Get a KOI Refund

• Order Number: Have your unique order number ready, which can be found in your confirmation email or your account order history.
• Account Information: Ensure you know your account details, including the email address used for your KOI account.
• Receipts/Invoices: Gather copies of your receipts or invoices associated with the order in question.
• Photos of the Product: If applicable, take clear photos of the product you wish to return, especially if it is defective or not as described.
• Reason for Refund: Prepare a concise explanation of why you are requesting the refund, including any relevant details about the product or service issues.
• Delivery Proof: If you are returning a product, have any tracking information or delivery confirmations that validate your order's receipt.
• Refund Method Preference: Be ready to specify how you would like to receive your refund (original payment method, store credit, etc.).
• Terms of Service Reference: Familiarize yourself with KOI's refund policy to ensure your request meets their criteria.

At KOI, we prioritize providing an enriching sushi dining experience, whether in our physical locations or through our online services. Understanding your rights related to refunds is essential, and eligibility may depend on specific scenarios tied to your interactions with our offerings.

Below are situations that may qualify for a refund at KOI:

• Order Errors: If there are discrepancies in your order, such as receiving the wrong items or incomplete orders, you may be eligible for a refund after providing relevant details about your purchase.
• Quality Concerns: In instances where the quality of the food does not meet our standards or expectations, feedback can lead to a review and potential refund eligibility.
• Membership Benefits: For customers engaging in our loyalty program, if a promised benefit is not delivered or is compromised, you may inquire about refund eligibility for that specific portion of your purchase.
• Cancellation Policies for Events: If you book a special event with KOI and need to cancel within our stipulated timeframe, you could be eligible for a partial or full refund, depending on the advance notice provided.
• Equipment or Merchandise Returns: For any physical products purchased, if they arrive damaged or defective, you may qualify for a refund following our return policies.

If you think your situation aligns with any of the scenarios listed, please reach out to our customer service team for assistance and further clarification on your eligibility for a refund.

At KOI, we strive to provide an exceptional service experience, and we understand that sometimes situations arise that may lead to inquiries about refunds. Here are a few real user scenarios where customers successfully claimed refunds:

• Subscription Overlap: A user had an active KOI subscription but decided to upgrade to a higher plan for additional features. After realizing the higher plan included a free month, the user contacted KOI support, who promptly issued a refund for the redundant subscription period.
• Service Interruption: A customer experienced a temporary outage during a significant event, impacting their use of KOI's features. Upon reaching out to customer service, they expressed their concerns, and KOI offered a partial refund for that month’s subscription as a goodwill gesture.
• Membership Cancellation: A user accidentally renewed their KOI membership while intending to cancel. They reached out to the customer service team within the cancellation window, where KOI efficiently processed their request and issued a full refund for the renewal.
• Billing Clarification: After noticing a charge that seemed higher than usual, a user approached KOI’s support team seeking clarification. Upon investigation, it was confirmed that the charge reflected an annual plan upgrade the user wasn’t aware of. KOI kindly provided a refund for the difference after discussing the user’s account preferences.

Tracking your refund status with KOI is straightforward thanks to the dedicated tools and communication methods we provide. Follow these specific tips to stay informed about your refund progress efficiently.

• Email Updates: KOI sends timely email notifications whenever there are updates regarding your refund status. Be sure to check your inbox—and spam folder—for these important messages.
• In-App Notifications: If you use the KOI mobile app, enable push notifications to receive instant updates about your refund directly to your device.
• Account Dashboard: Log into your KOI account and navigate to the Order History section. Here, you can view the status of your refund by selecting the specific order to see detailed progress.
• Billing Section: Visit the Billing section of your account settings to monitor any pending refunds and their expected timelines. This area provides insights about the transaction history related to your refund.
• Refund Progress Information: KOI updates you with specific stages of the refund process, including when your refund is being processed and when it is approved, providing clear transparency throughout.
• Customer Support: If you have further questions, don't hesitate to contact KOI's Customer Support via the chat feature in your account. They can provide you with real-time updates regarding your refund status.