FAQ

Do I get a full refund if I cancel?

In case of a cancellation your amount is determined by your host’s cancellation policy and how close to your reservation you are. Any refund will be at your chef’s discretion. In some cases you may be eligible for a refund if you had to cancel because of special circumstances. If you need more assistance please Contact us.

Can I pay with any currency?

No. It’s not possible to manually choose what currency you’ll use to pay. When you select your country and payment method on the checkout page, the currency in which you’d be charged will be clearly displayed before you confirm your reservation request. The currency you pay in is controlled by your payment method and, in some cases, by your country. When the currency you’re paying with is different from the default currency of the country where the listing is located, we convert your payment automatically. The regular base exchange rate uses data from one or more third parties, such as openexchangerate.  Despite being updated regularly, it may differ to the real-time market rate. We charge a 4% conversion fee on your total costs to leverage foreign country risks. To change your currency view just go to settings and choose your desired currency, this will not affect what currency you’ll be asked to pay in.

What if there is an emergency or unavoidable circumstance?

If extenuating circumstances apply you might be eligible for a refund, if enough

supporting evidence is provided to document reasons for the cancellation.

Ways to remove or edit a payment method?

You can edit or remove the credit card information from your DineAtMine account. To edit a payment method go to your Profile/Settings/Payment Methods.
1. TO EDIT: Tap on Payment Methods in the menu , tap on payment method and tap Edit
2.TO ADD: Tap on Payment Methods in the menu , tap on + If you have more than one payment method you will be able to choose your default. Before deleting a default payment method you will be need to choose another default payment in order to delete the previous.

What should I do if something’s not as expected at my hosts ?

At DineAtMine we encourage to contact the host over DineAtMine messenger giving your chef the opportunity to fix the issue as sson as possible. However, should your chef be unavailable for various reasons or they fail to respond you can request a refund.

Within 24 hours of the reservation
Any reservation cancelled within 24 hours may be eligible for a refund, check our Guest refund Policy  to see if your circumstances apply for a refund. You will need to document the issue and provide supportive visuals and contact your chef as well as DineAtMine Contact us

After 24 hours of the reservation
To directly request a refund from your chef , go to Menu/ Profile/ Need Help/ Contact us/ A reservation I made

What is DineAtMine Guest Refund Policy?

You can find the full DineAtMine Guest Refund Policy here.

What if a chef informs me that the dish I already paid for is now unavailable but they have an alternative?

What should I do if there is something unexpected with my reservation?

We encourage at DineAtMine to contact your chef first in case anything is not as you expected in oreder to give them the chance to fix the issue the quickest way. In case that your chef is unavailable or can’t temporary respond you can request a refund.

Within 24 hours  of a reservation
If it is within 24 hours of our reservation check the DineAtMine Guest Refund Policy if your circumstances apply for a refund. If they do please notify  your chef first through the DineAtMine messaging facility to notify them of the issue and then Contac us If it’s more then 24 hours after the reservation , you may be able to retrieve a refund via contacting the chef over the DineAtMine  Solution Desk

What happens if my chef cancels the reservation?

If your chef cancels your reservation you have 2 options: You can get keep the amount in your account as balance and use it for the next reservation or you can get a refund. Reservations more than 4 weeks away will be automatically refunded.

Balance on your account
If you choose the option to balance your account it will be held there and accounted towords your next reservation. If the new total is lower than the initial payemnt we will refund you the difference.

Is it possible to get a full refund?
If you choose the full refund, you can start and request the refund via the Menu/ Profile/ Need Help/Contact us/A reservation at my home, or if you are a guest Menu/ Profile/ Need Help/Contact us/A reservation I made

What if I need to cancel because of an emergency?

DineAtMine encourages chefs to set and manage their cancellation policies. Certain circumstances outside of a chef’s or guest’s control can impact their ability to meet the condition of a reservation. In rare cases if DineAtMine determines that a cancellation falls within DineAtMine extenuating circumstances, DineAtMine may be able to override Chef’s cancellation policy and make potential refund decisions as waving the chef’s cancellation penalty charges that can be found in the DineAtMine’s Terms of Service.

Extenuating circumstances can be such as:
• Unexpected death or serious illness of a chef, guest or immediate family member like partner, child, parent, legal guardian, grandparent or sibling)
• Serious injury that directly impacts the ability to hosts or to meet a reservation
• Natural disasters or severe weather incidents Read more

What if the meal I already paid for is not available?

If upon arrival you are presented with a different meal than you expected and the chef offers this as alternative you can choose to accept it or you can change the reservation going to the Menu/Reservations/Choose meal/Edit within 2 hours of the reservation. If you are not ok with the choice presented you can request a refund directly from your chef when you go to Menu/ Profile/ Need Help/ Contact us/ A reservation I made

What is the total price  made of ?

The total price for the resrvation at DineAtMine is based on factors listed below. You will be charged at the moment of reservation or at the moment when your chef has confirmed the reservation.

The total price is composed of:

Meal Price (as advertised by each Chef) DAM Service fee of 15% Other charges that may be included due to your country of residency:
• Currency exchange fee
• Value Added Tax (VAT): Tax charged to guests who live in the European Union, Switzerland, Norway, Iceland, South Africa and Japan (charged as JCT)
• Local Taxes - Any taxes charged based on the location of the chef’s listing When the currency you’re paying with is different from the default currency of the country where the listing is located, we convert your payment automatically. The regular base exchange rate uses data from one or more third parties, such as openexchangerate.  Despite being updated regularly, it may differ to the real-time market rate. We charge a 2-4% conversion fee on your total costs to leverage foreign country risks. To change your currency view just go to settings and choose your desired currency, this will not affect what currency you’ll be asked to pay in.

What methods of payment do we support?

We support several payment methods which depend on what country your payment account is located in.

• Stripe

Offline or cash payments are a violation of our Terms of Service and can result in removal from DineAtMine. We prohibit off-site payments because paying outside makes it harder to protect your information and puts you at a greater risk of fraud and other security issues.