REFUND AND RETURNS POLICY
SLO Space Restaurant L.L.C
License No. 1555370 | 22nd St – Al Quoz Industrial Area 2 – Dubai, UAE
Last updated: March 1, 2026
OVERVIEW
SLO Space Restaurant L.L.C ("SLO", "we", "us", or "our") is committed to ensuring your satisfaction with every order. As all of our products are freshly prepared food items, our refund and returns policy is specifically designed to reflect the perishable nature of food while protecting your rights as a customer.
Please read this policy carefully. By placing an order with us, you agree to the terms set out below.
1. NATURE OF OUR PRODUCTS — WHY STANDARD RETURNS DO NOT APPLY
All products sold by SLO are freshly prepared, perishable food items. Due to the nature of these products:
- physical returns of food items are not accepted under any circumstances;
- the standard 30-day return window applicable to non-perishable goods does not apply;
- food items cannot be resold, restocked, or reused once delivered.
Important: If you have a concern about your order, please do not attempt to return the food. Instead, contact us immediately as set out in Section 3 below. We will assess your case and determine the appropriate remedy.
2. WHEN YOU ARE ELIGIBLE FOR A REFUND
You may be eligible for a full or partial refund in the following circumstances:
2.1 Order not delivered
- Your order was confirmed but not delivered, and the failure is attributable to us or our delivery partner.
- Note: If delivery failed due to an incorrect address provided by you, or your absence at the delivery location, a refund may not be issued (see Section 5).
2.2 Incorrect items
- You received items that are materially different from what you ordered.
- This must be reported to us at the time of delivery or within 2 hours of receiving your order.
2.3 Defective or unsafe products
- The product you received is visibly defective, damaged, or raises a genuine food safety concern.
- This must be reported to us at the time of delivery or within 2 hours of receiving your order.
- We may ask you to provide photographic evidence to support your claim.
2.4 Missing items
- Part of your order was missing upon delivery.
- This must be reported at the time of delivery or within 2 hours of receiving your order.
3. HOW TO REQUEST A REFUND
To submit a refund request, please contact us as soon as possible:
Email: customer@slo.space
Phone: +971 56 878 1188
Please include the following in your request:
- your full name and order number;
- a description of the issue;
- photographic evidence where applicable (defective, incorrect, or missing items);
- the date and time of delivery.
We aim to acknowledge all refund requests within 24 hours and to resolve them within 3–5 business days.
4. REFUND PROCESS AND TIMELINE
4.1 Once we have reviewed your request and supporting evidence, we will notify you whether your refund has been approved or declined.
4.2 If approved, refunds will be issued:
- to your original payment method; or
- as store credit — at our discretion and subject to your preference.
4.3 Processing times:
- Refunds to the original payment method: typically 7–14 business days, depending on your bank or card provider.
- Store credit: applied to your account within 1–2 business days of approval.
4.4 If more than 14 business days have passed since your refund was approved and you have not received it, please contact us at customer@slo.space.
5. NON-REFUNDABLE CIRCUMSTANCES
Refunds will not be issued in the following circumstances:
- The order was not received due to an incorrect delivery address provided by you.
- You were absent at the delivery location at the agreed delivery time.
- The concern was not reported within the required timeframe (see Section 2).
- The issue relates to personal taste preference or subjective dissatisfaction with flavour or presentation, where the product was correctly prepared and delivered.
- The order was placed on a third-party delivery platform (e.g. Talabat, Deliveroo) — in such cases, the refund policy of the relevant platform applies.
- Promotional, discounted, or gifted items, unless defective or not delivered.
6. CANCELLATIONS
6.1 You may cancel an order only before preparation has begun.
6.2 Once preparation has started, cancellation may not be possible and the full order amount may be charged.
6.3 To request a cancellation, contact us immediately at customer@slo.space or +971 56 878 1188. We will confirm whether cancellation is still possible at the time of your request.
6.4 We may cancel your order due to product unavailability, operational issues, or errors in order details, in which case a full refund will be issued.
7. ORDERS PLACED THROUGH THIRD-PARTY PLATFORMS
If your order was placed through a third-party delivery platform (such as Talabat, Deliveroo, or similar), the refund and cancellation policy of that platform governs your order. Please contact the relevant platform directly for all refund and complaint requests relating to such orders.
We are unable to process refunds for orders placed and paid through third-party platforms.
8. HEALTH AND SAFETY CONCERNS
If you believe a product has caused or may cause a health or safety issue, please contact us immediately at customer@slo.space or +971 56 878 1188. We take all food safety concerns seriously and will investigate promptly. In such cases, refunds or appropriate remedies will be determined on a case-by-case basis.
9. CHANGES TO THIS POLICY
We may update this policy from time to time. Any changes will be posted on the Website and will take effect immediately upon posting. We encourage you to review this policy periodically.
10. CONTACT
For any questions about this policy or to submit a refund request:
Email: customer@slo.space
Phone: +971 56 878 1188
Address: 22nd St – Al Quoz Industrial Area 2 – Dubai – S01 – MK4 – MK9
SLO Space Restaurant L.L.C | License No. 1555370