Guest Refund Policy

Last Updated: August 2025

DineAtMine Guest Refund Policy

These terms govern DineAtMine’s policy for Guest refunds (“Guest Refund Policy”) and the responsibilities of the Chef under this policy. This Guest Refund Policy applies in addition to the DineAtMine Terms of Service (“Terms”) and outlines the cases in which a Guest may be entitled to a refund despite the Chef’s selected cancellation policy (Flexible 48 h / Strict 7 days). In the event of conflict, the Guest Refund Policy supersedes the Chef’s cancellation policy.

By using the DineAtMine Platform as a Guest or Chef, you agree to be bound by this Guest Refund Policy.

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1. Reservation Issue

A “Reservation Issue” means any one of the following:

• (a) Chef Cancellation / No Access:

The Chef cancels shortly before the reservation, or the Guest is not reasonably able to access or receive the Meal (e.g. Chef is absent, entry not granted, pick-up box not supplied).

• (b) Material Inaccuracies in the Menu Description, including:

▪ Portion size / ingredients / listed location / stated quality

▪ Eat-in vs pick-up not as described

▪ Drinks, ingredients or services listed but not provided

▪ Facilities (e.g. heating/AC) not matching what was stated

• (c) Unhygienic / Unsafe Meal Conditions at reservation start, including:

▪ Lack of hygiene

▪ Health or safety hazards

▪ No reasonably clean dining area

▪ Presence of vermin or undisclosed pets

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2. Guest Refund Remedies

If a Guest suffers a Reservation Issue, DineAtMine will, at its discretion:

• (i) Refund up to the Total Fees paid, OR

• (ii) Attempt to relocate the Guest to a comparable Meal (price, distance, ingredients, quality).

DineAtMine decisions regarding refund amount, relocation and comparability are final and binding on Guests and Chefs.

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3. Requirements to Qualify for a Refund

To receive benefits under this Guest Refund Policy, a Guest must:

• (a) be the person who made the reservation;

• (b) notify DineAtMine within 24 hours of reservation start (or discovery of the issue), supplying evidence (e.g. photos);

• (c) not have caused the Reservation Issue (whether by action, omission or negligence); and

• (d) make reasonable efforts to resolve the issue directly with the Chef prior to filing a claim — unless DineAtMine confirms it cannot be resolved.

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4. Chef Duties & Reimbursement Responsibility

4.1 Chef Standards

Chefs must ensure Meals meet minimum standards of access, accuracy of description, safety and hygiene. During the reservation, Chefs must remain available (or provide a contact) to resolve issues in good faith.

4.2 Reimbursement to DineAtMine

If DineAtMine (i) determines a Guest experienced a Reservation Issue relating to your Meal and (ii) issues a refund or relocation, the Chef agrees to reimburse DineAtMine up to the full payout amount within 30 days of receiving notice. Where the Guest is relocated, the Chef agrees to reimburse additional reasonable relocation costs. DineAtMine may deduct owed amounts from any payout.

4.3 Cancellation Policy Supremacy

Guests’ rights under this Guest Refund Policy supersede all Flexible (48 h) or Strict (7 day) Chef cancellation policies. Chefs disputing a Reservation Issue must submit supporting information (photos/evidence) and attempt to resolve the issue with the Guest in good faith prior to escalating to DineAtMine.

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5. General Legal Terms

5.1 Not Insurance — This policy does not constitute insurance. No premium is charged, and benefits are not transferable.

5.2 Modification / Termination — DineAtMine may amend this policy at any time via posting or notice. Any changes do not affect claims made before the effective date.

5.3 Entire Agreement — This policy forms the exclusive agreement between you and DineAtMine regarding Guest refund rights and replaces all previous written or oral agreements on this subject.

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6. Contact Us

For questions or to submit a claim under this policy, please contact:

terms@dineatmine.uk.com

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