Refund Policy

LAST UPDATED: 3 SEPTEMBER 2026

At Mama Sofra, we want every customer to receive the food and service they ordered. This Refund Policy explains how we handle cancellations, incorrect orders, missing items, damaged orders, food quality concerns, and refund requests.

Application

This policy applies to orders placed directly with Mama Sofra where applicable.

Orders placed through third-party delivery platforms may also be subject to the relevant platform's refund and cancellation procedures.

Nothing in this Refund Policy is intended to limit any mandatory consumer rights available under applicable UAE law.

1. Order Cancellations

Food preparation may begin shortly after an order is confirmed.

If you wish to cancel a direct order, please contact Mama Sofra immediately.

If preparation has not yet started, we may be able to cancel the order and provide a refund where payment has already been made.

Once preparation has started, cancellation and refund may not normally be available because the food is being freshly prepared for the specific order, except where required by applicable law or where we agree otherwise.

2. Incorrect Orders

If you receive an item different from the item you ordered, please contact us as soon as reasonably possible.

Depending on the circumstances, we may offer:

• Replacement of the incorrect item
• Refund for the affected item
• Restaurant credit or another appropriate resolution where agreed

We may request photographs or other reasonable information to help us verify the issue.

3. Missing Items

If an item included in your confirmed order is missing, please contact us as soon as possible after delivery.

After verifying the order, we may provide:

• Delivery or replacement of the missing item where reasonably possible
• Refund for the missing item
• Another appropriate resolution agreed with the customer

4. Damaged or Spilled Orders

If your food arrives materially damaged, spilled, or unsuitable for consumption because of a packaging or delivery issue, contact us as soon as possible.

Please provide:

• Your order number
• Your name
• A description of the problem
• Photographs where reasonably possible

This helps us assess the issue quickly.

Where appropriate, we may offer a replacement, refund, or other reasonable solution.

5. Food Quality Concerns

If you believe there is a genuine quality or safety problem with your food, stop consuming the affected item and contact Mama Sofra as soon as possible.

Please provide:

• Order number
• Item concerned
• Description of the issue
• Photographs where relevant
• Time the order was received

We take food safety and quality concerns seriously and may investigate the matter before determining the appropriate resolution.

6. Change of Mind and Personal Taste

Because our products consist primarily of freshly prepared and perishable food, refunds are not normally offered solely because:

• You changed your mind after preparation started
• You no longer want the food
• You ordered the wrong item
• The taste does not match your personal preference where there is no quality defect
• You failed to review the item description before ordering

This does not affect any mandatory rights available under applicable UAE consumer law.

7. Allergies and Dietary Preferences

Customers are responsible for informing Mama Sofra about allergies or important dietary requirements before ordering.

Our kitchen handles multiple ingredients and allergens, and we cannot guarantee a completely allergen-free environment.

If Mama Sofra specifically confirms a dietary requirement and the delivered order materially fails to meet that confirmed requirement, please contact us immediately so that the matter can be investigated.

8. Incorrect Delivery Information

Customers are responsible for providing accurate delivery details and contact information.

Refunds may not normally be available when an order cannot be delivered primarily because:

• An incorrect address was provided
• The customer cannot be contacted
• The customer is unavailable to receive the order
• Access instructions were materially incomplete or incorrect

Each situation will be assessed reasonably and subject to applicable consumer law.

9. Third-Party Delivery Platform Orders

If you placed your order using a third-party platform such as:

• Deliveroo
• Noon Food
• Another food delivery service

the transaction may be processed by that platform.

Refund, payment, cancellation, or delivery-related requests may therefore need to be submitted through the same platform.

The third-party platform may apply its own refund policy and procedures.

Mama Sofra will reasonably cooperate where information from the restaurant is required to investigate a genuine order issue.

10. Delivery Delays

Delivery times shown on the website or third-party platforms are generally estimates unless expressly stated otherwise.

Delays may occasionally occur because of traffic, weather, order volume, delivery partner availability, or other circumstances.

Where a delay is significant or causes a genuine service issue, please contact us or the relevant delivery platform so the matter can be reviewed.

Refund eligibility will depend on the circumstances and applicable consumer rights.

11. How to Request a Refund

For orders placed directly with Mama Sofra, please contact us as soon as reasonably possible after discovering the issue.

Whenever practical, we recommend reporting food order issues within 2 hours of receiving the order, particularly where the complaint concerns food condition, packaging, missing items, or incorrect items.

Contact us with:

• Your full name
• Order number
• Phone number
• Date and time of the order
• Description of the issue
• Photographs where relevant

Contact:

• Email: mamasofrarestaurant@gmail.com
• Phone: +971 55 450 5445
• WhatsApp: +971 55 450 5445

For orders placed through a delivery platform, please also use the platform's customer support or refund process where required.

12. Refund Method

If a refund is approved for an electronically paid direct order, it will normally be returned to the original payment method where technically possible.

Processing times depend on the payment provider and the customer's bank.

An approved refund may typically take approximately 5–14 business days to appear, although the actual period is controlled by the relevant financial institution or payment provider.

For cash orders or situations where returning funds to the original payment method is not possible, Mama Sofra may arrange another appropriate refund method.

13. Partial Refunds

Where only part of an order is affected, any approved refund may be limited to the affected item or portion of the order rather than the entire order.

14. Abuse or Fraudulent Claims

Mama Sofra reserves the right to investigate refund claims where there is reasonable evidence of:

• Fraud
• Repeated misuse
• False information
• Manipulated evidence
• Abuse of refund procedures

This does not affect legitimate consumer complaints or mandatory rights under applicable law.

15. Changes to This Refund Policy

We may update this Refund Policy from time to time.

The most recent version will be published on our website together with its “Last Updated” date.

16. Contact Us

For questions or concerns regarding refunds, orders, or this policy, please contact:

Mama Sofra Restaurant LLC

Dubai, UAE

Email: mamasofrarestaurant@gmail.com

Phone: +971 55 450 5445

WhatsApp: +971 55 450 5445

Website: www.mamasofra.com