Refund and Cancellation Policy

Working policy • Version 2026-09-09 • To be reviewed by legal counsel

At Caribbean Vibes, we want every order to leave you satisfied. If something isn’t right, please contact us as soon as possible so we can help.

Cancellations

• An order may be canceled for a full refund if the kitchen has not started preparing it.
• Once preparation has begun, the order generally cannot be canceled because food and ingredients have already been committed to it.
• Contact Caribbean Vibes immediately to request cancellation. A request is not complete until we confirm that the order was stopped.

Missing, incorrect or damaged items

Please report missing, incorrect, damaged or otherwise unusable items within two hours of pickup or delivery. Depending on the circumstances, we may offer a replacement, a refund for the affected item, store credit accepted by the customer, or another reasonable solution. We may request the order number, receipt, description or photograph.

Preferences and special requests

We try to accommodate modifications and special requests, but they are not guaranteed. A refund normally will not be issued when an item was prepared correctly but a customer simply did not enjoy the taste. This does not limit assistance for food that was incorrect, damaged, unsafe or materially different from what was ordered.

Unavailable items

If an item becomes unavailable, we will try to offer a replacement. If no acceptable replacement is available, the affected item will be refunded. If Caribbean Vibes cancels the entire order, the customer will receive a full refund, including applicable fees charged directly by Caribbean Vibes.

Pickup orders not collected

Pickup orders should be collected near the estimated time. We cannot guarantee temperature, freshness or quality when food is collected significantly late. Prepared orders that are never collected are not normally eligible for a refund.

Delivery problems

• A separately listed delivery fee is normally nonrefundable after a driver has been dispatched.
• If delivery cannot be completed because of an incorrect address, an unavailable customer or unanswered reasonable contact attempts, the food and delivery fee may be nonrefundable.
• If Caribbean Vibes or its delivery provider caused non-delivery, we will review the order and offer an appropriate refund, replacement or redelivery.
• A late delivery does not automatically qualify for a full refund, but significant delays will be reviewed fairly.

Refund processing

Approved refunds normally return to the original payment method. Processing time is controlled partly by the payment provider and bank and may take approximately 5–10 business days.

Marketplace orders

Report orders placed directly through Caribbean Vibes to us, even if a delivery provider completes delivery. Orders placed through a separate marketplace may also be subject to that marketplace’s support and refund procedures.