How to Request A XO Bistro Refund

• Order Receipt: A copy of your order receipt from XO Bistro, including the transaction number and date of purchase.
• Account Details: Your XO Bistro account email address or username linked to the order.
• Payment Method Information: The last four digits of the credit card or account used for the transaction.
• Proof of Cancellation: If applicable, any documentation showing that you cancelled your reservation, such as an email confirmation.
• Photos or Description of Issues: If the refund request is due to product issues, include photographs of the food or a detailed description of the problem.
• Timing Details: Note the date and time of your visit or order, as timing can impact the refund policy.
• Reason for Refund: A clear explanation of why you are requesting a refund, based on XO Bistro's service policy.

*Working days are Monday to Friday, and don't include public holidays.

At XO Bistro, understanding your rights regarding refunds is essential to ensuring a satisfying dining experience. Since we offer a range of food and beverage services, specific circumstances may arise where users could be eligible for a refund. This section provides clarity on such situations without implying any wrongdoing by the restaurant.

Refund eligibility may apply in the following circumstances:

• Order Incorrectness: If an order received does not match what was placed, such as incorrect items or missing items, you may be eligible for a refund or replacement.
• Food Quality Issues: Should the quality of food or beverages not meet expected standards, such as being spoiled or improperly prepared, this may qualify for a refund or credit.
• Service Delays: In instances where your order was significantly delayed beyond the expected delivery or service time, and this impacts your overall experience, it could be eligible for a refund under certain conditions.
• Allergy or Dietary Concerns: If an item is found to contain allergens that were not disclosed during the ordering process, you might find yourself eligible for a refund.
• Subscription Service Changes: For users who participate in subscription services, changes in menu offerings or failure to deliver items as part of the subscription may warrant a refund request.

For any inquiries regarding specific situations, we encourage users to reach out to our customer service team for assistance in evaluating eligibility based on individual circumstances.

At XO Bistro, we understand that sometimes situations arise that may lead to refund requests. Here are a few examples of how customers have successfully navigated refund processes in unique scenarios:

• Order Mix-Up: A customer ordered a vegan meal, but upon delivery, they received a dish containing dairy. After contacting XO Bistro's support team with their order details, they were quickly refunded for the incorrect dish and offered a discount on their next order as a goodwill gesture.
• Incorrect Subscription Charges: A user noticed they had been charged for a subscription plan they intended to cancel. By reviewing their account settings, they were able to confirm the cancellation and, upon reaching out to customer service, received a prompt refund for the most recent charge, along with assurance of successful plan cancellation.
• Meal Delivery Delay: A customer experienced a significant delay in their meal delivery during a busy holiday season. After reaching out to XO Bistro, they were informed of the situation and offered a refund for the delivery fee as a way to apologize for the inconvenience.
• Wrongly Charged Extra Item: A customer placed an order for a set meal but was inadvertently charged for an additional side that they did not order. After reaching out through their account support chat, the customer was able to clarify the order details and successfully received a refund for the extra charge.

Tracking your refund status at XO Bistro is straightforward, thanks to our user-friendly communication methods and account features. To ensure you stay informed, follow these specific steps tailored to our system.

• Email Notifications: Keep an eye on your inbox for emails from XO Bistro regarding your refund status. We send updates at each stage of the refund process, including confirmation of your request and when funds have been processed back to your account.
• Mobile App Alerts: If you’re using the XO Bistro mobile app, enable notifications to receive real-time updates about your refund. Look for alerts that detail the refund progress directly within the app.
• Account Dashboard: Log in to your XO Bistro account and navigate to the Order History section. Here, you can find the status of each of your orders, including any refunds that are in process or completed.
• Billing Section: To get detailed information, check the Billing section of your account settings. This area provides an overview of all transactions and clearly indicates whether your refund is pending, completed, or denied.
• Refund Progress Information: For every refund request, our system will display the estimated time frame for processing. You will see updates on whether the funds have been initiated for return and an expected date when they will reflect in your original payment method.
• Customer Support: If you have specific queries about your refund, reach out to our customer support through the Help Center in the app or website. Our team is equipped to provide timely assistance and clarify any uncertainties related to your refund status.