Refund Policy

Refund Policy

Last Updated: February 13, 2026

This Refund Policy outlines the terms and conditions regarding refunds, cancellations, and returns for services and products provided by Crovela (“Company,” “we,” “our,” or “us”) through our restaurant and website https://crovela.com (the “Website”).

1. Company Information

Crovela
577 Paradise Crescent
Waterloo, ON N2T 2J7
Canada

Phone: +1 418-294-4874
Email: [email protected]

2. General Refund Principles

At Crovela, customer satisfaction is important to us. Due to the nature of restaurant services and perishable food products, refund requests are handled on a case-by-case basis and subject to the terms below.

Refund eligibility depends on:

  • The type of service (dine-in, takeaway, or online order)
  • The timing of the request
  • The reason for the complaint
  • Compliance with this Refund Policy

3. Dine-In Services

3.1 Food or Service Concerns

If you experience an issue with your meal or service during your visit:

  • Please inform a staff member immediately.
  • We will make reasonable efforts to correct the issue, such as replacing the dish or adjusting the bill where appropriate.

Refunds after leaving the premises may be limited and subject to management review.

3.2 Dissatisfaction Claims

Refunds based solely on personal taste preferences (when the food is prepared correctly and as described) may not qualify for a refund.

4. Online Orders and Takeaway

4.1 Incorrect Orders

If you receive an incorrect item:

  • Contact us immediately at +1 418-294-4874 or [email protected].
  • Provide your order number and details of the issue.

We may offer:

  • A replacement item
  • A partial refund
  • A full refund (if appropriate)

4.2 Quality Issues

If the food quality does not meet reasonable expectations due to preparation errors:

  • Contact us within a reasonable time after receiving your order.
  • Supporting information (such as a photo) may be requested.

Approved claims may result in a replacement or refund at our discretion.

4.3 Non-Refundable Situations

Refunds may not be granted if:

  • Incorrect delivery information was provided by the customer
  • The customer was unavailable to receive delivery
  • The issue is reported long after the order was completed
  • The complaint is based solely on taste preference without preparation error

5. Reservation Deposits (If Applicable)

If reservations require a deposit:

  • Cancellations made within the permitted cancellation window may qualify for a full refund.
  • Late cancellations or no-shows may result in forfeiture of the deposit.

Specific deposit terms will be clearly stated at the time of booking.

6. Payment Errors and Duplicate Charges

If you believe you have been charged incorrectly or charged more than once:

  • Contact us immediately with payment details and transaction confirmation.
  • Verified duplicate or erroneous charges will be refunded promptly.

Refunds will be issued to the original payment method unless otherwise agreed.

7. Processing Time

Approved refunds are typically processed within:

  • 5–10 business days, depending on the payment provider
  • Additional time may be required by your bank or card issuer

Crovela is not responsible for delays caused by financial institutions.

8. Method of Refund

Refunds will generally be issued using the same payment method used for the original transaction. Cash payments may be refunded in cash or by alternative agreed method, subject to verification.

9. Fraud Prevention

Crovela reserves the right to:

  • Investigate suspicious or repeated refund requests
  • Refuse refund requests that appear fraudulent or abusive
  • Request additional verification where necessary

10. Consumer Protection Rights

Nothing in this Refund Policy limits your rights under applicable Canadian consumer protection laws, including those of the Province of Ontario.

Where legally required, refunds will be issued in accordance with applicable law.

11. Policy Updates

We reserve the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting on the Website with an updated “Last Updated” date.

12. Contact Us

If you have any questions regarding refunds or wish to submit a request, please contact:

Crovela
577 Paradise Crescent
Waterloo, ON N2T 2J7
Canada

Phone: +1 418-294-4874
Email: [email protected]

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