Guest Refund Policy

Last Updated: July,2023

These terms and conditions govern DineAtMine’s policy for Guest refunds (“Guest Refund Policy”) and the obligations of the Chef associated with the Guest Refund Policy. The Guest Refund Policy applies in addition to DineAtMine’s Terms of Service (“DineAtMine Terms”). The Guest Refund Policy is available to Guests who reserve and pay for an Meal through the DineAtMine Platform and suffer a Reservation Issue (as defined below). The Guest’s rights under this Guest Refund Policy will supersede the Chef’s cancellation policy. All capitalised terms shall have the meaning set forth in the DineAtMine Terms or Payments Terms unless otherwise defined in this Guest Refund Policy. By using the DineAtMine Platform as a Chef or Guest, you are indicating that you have read and that you understand and agree to be bound by this Guest Refund Policy. 1. Reservation Issue A “Reservation Issue” means any one of the following: (a) the Chef of the Meal (i) cancels a reservation shortly before the scheduled start of the reserving, or (ii) fails to provide the Guest with the reasonable ability to obtain the Meal (e.g. does not provide a take away box or fails to give entry to the property (b) the Menu’s description or depiction of the Meal is materially inaccurate with respect to: the size of the Meal (e.g.,size, ingredients, location and/or quality), whether the reserving for the Meal is for eat in or pick up, special ingredients or drinks represented in the Menu are not provided, lacking electrical heating or air condition systems, or the physical location of the Meal (proximity) is inaccurate. (c) at the start of the Guest’s reservation, the Meal: (i) is not generally hygienic (ii) contains safety or health hazards that would be reasonably expected to adversely affect the Guest’s visit in DineAtMine’s judgment, (iii) does not contain clean a clean dining area to the Guest’s use, or (iv) has vermin or contains pets not disclosed in the description. 2. The Guest Refund Policy If you are a Guest and suffer a Reservation Issue, we agree, at our discretion, to either (i) reimburse you up to the amount paid by you through the DineAtMine Platform (“Total Fees”) depending on the nature of the Reservation Issue suffered, or (ii) use our reasonable efforts to find and reserve you another Meal which is reasonably comparable to the Meal described in your original reserving in terms of price, ingredients, distance and quality. All determinations of DineAtMine with respect to the Guest Refund Policy, including without limitation the size of any refund and the comparability of alternate Meals, shall be in DineAtMine’s discretion, and final and binding on the Guests and Chefs. 3. Conditions to Claim a Reservation Issue To submit a valid claim for a Reservation Issue and receive the benefits with respect to your reserving, you are required to meet each of the following conditions: (a) you must be the Guest that reserved the Meal; (b) you must bring the Reservation Issue to our attention in writing or via telephone and provide us with information (including photographs or other evidence) about the Meal and the circumstances of the Reservation Issue within 24 hours after the later of (i) the start of your reserving or (ii) you discover the existence of the Reservation Issue , and must respond to any requests by us for additional information or cooperation on the Reservation Issue; (c) you must not have directly or indirectly caused the Reservation Issue (through your action, omission or negligence); and (d) unless DineAtMine advises you that the Reservation Issue cannot be remediated, you must have used reasonable efforts to try to remedy the circumstances of the Reservation Issue with the Chef prior to making a claim for a Reservation Issue. 4. Minimum Quality Standards, Chef Responsibilities and Reimbursement to Guest 4.1 If you are a Chef, you are responsible for ensuring that the Meals you list on the DineAtMine Platform meet minimum quality standards regarding access, adequacy of the Menu description, safety, cleanliness, and do not present a Guest with Reservation Issues. During a Guest’s visit at an Meal, Chefs should be available, or make a third-party available, in order to try, in good faith, to resolve any Guest issues. 4.2 If you are a Chef, and if (i) DineAtMine determines that a Guest has suffered a Reservation Issue related to an Meal listed by you and (ii) DineAtMine either reimburses that Guest (up to their Total Fees) or provides an alternative Meal to the Guest, you agree to reimburse DineAtMine up to the amount paid by DineAtMine within 30 days of DineAtMine’s request. If the Guest is relocated to an alternative Meal, you also agree to reimburse DineAtMine for reasonable additional costs incurred to relocate the Guest. You authorise DineAtMine Payments to collect any amounts owed to DineAtMine by reducing your Payout or as otherwise permitted pursuant to the Payments Terms. 4.3 As a Chef, you understand that the rights of Guests under this Guest Refund Policy will supersede your selected cancellation policy. If you dispute the Reservation Issue, you may notify us in writing or via telephone and provide us with information (including photographs or other evidence) disputing the claims regarding the Reservation Issue, provided you must have used reasonable and good faith efforts to try to remedy the Reservation Issue with the Guest prior to disputing the Reservation Issue claim. 5. General Provisions 5.1 No Assignment/No Insurance. This Guest Refund Policy is not intended to constitute an offer to insure, does not constitute insurance or an insurance contract, does not take the place of insurance obtained or obtainable by the Guest, and the Guest has not paid any premium in respect of the Guest Refund Policy. The benefits provided under this Guest Refund Policy are not assignable or transferable by you. 5.2 Modification or Termination. DineAtMine reserves the right to modify or terminate this Guest Refund Policy, at any time, in its sole discretion. If DineAtMine modifies this Guest Refund Policy, we will post the modification on the DineAtMine Platform or provide you with notice of the modification and DineAtMine will continue to process all claims for Reservation Issues made prior to the effective date of the modification. 5.3 Entire Agreement. This Guest Refund Policy constitutes the entire and exclusive understanding and agreement between DineAtMine and you regarding the Guest Refund Policy and supersedes and replaces any and all prior oral or written understandings or agreements between DineAtMine and you regarding the Guest Refund Policy. 6. Contacting DineAtMine. If you have any questions about the Guest Refund Policy, please email us. customerservice@dineatmine.uk.com

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