Terms & Conditions

Terms & Conditions of Service

Welcome to The Bhansa Restaurant. These Terms and Conditions ("Terms") govern your use of our website, services, and dining experiences. By accessing our website or using our services, you agree to be bound by these Terms. Please read them carefully.

1. General Terms

1. These Terms apply to all services provided by The Bhansa Restaurant, including dine-in, takeaway, delivery, catering, and private events.
2. The Bhansa Restaurant reserves the right to modify these Terms at any time. Changes will be effective immediately upon posting on our website.
3. By making a reservation, placing an order, or using our services, you confirm that you are at least 18 years old or have parental consent.

2. Reservations and Bookings

• Reservations are subject to availability and confirmation by The Bhansa Restaurant.
• We require a valid contact number and email address for all reservations.
• For groups of 8 or more, a deposit may be required to secure the booking.
• Cancellations must be made at least 4 hours before the reservation time.
• No-shows or late cancellations may result in a cancellation fee.
• We reserve the right to release tables if guests are more than 15 minutes late without prior notice.

3. Orders and Payments

3.1 Pricing

• All prices are in Polish Złoty (PLN) and include applicable VAT.
• Prices are subject to change without prior notice.
• Menu items and availability may vary based on seasonal ingredients.

3.2 Payment Methods

• We accept cash, credit cards, debit cards, and approved digital payment methods.
• For delivery orders, payment must be made in full at the time of ordering.
• Tips and service charges are at the customer's discretion.

3.3 Order Modifications

• Order modifications may be accepted subject to kitchen capacity and timing.
• Additional charges may apply for special requests or modifications.

4. Delivery Services

• Delivery is available within specified areas of Warsaw.
• Minimum order values may apply for delivery services.
• Delivery times are estimates and may vary due to traffic, weather, or kitchen capacity.
• We are not responsible for delays caused by incorrect delivery information provided by customers.
• Customers must be available to receive deliveries at the specified address.

5. Return and Refund Policy

This Return and Refund Policy applies to all food orders placed with The Bhansa Restaurant, whether directly through our channels or via third-party delivery platforms. This policy complies with Polish consumer protection laws and EU regulations.

5.1 General Return Policy

• Due to the perishable nature of food products, returns are generally not accepted once the order has been prepared and dispatched.
• Refunds or replacements may be provided in cases of quality issues, incorrect orders, or service failures as outlined below.
• All refund requests must be made within 2 hours of delivery or pickup for immediate resolution.
• Photographic evidence may be required to process quality-related claims.

5.2 Third-Party Delivery Platform Orders

5.3 Eligible Grounds for Refund or Replacement

We will provide a full refund or replacement in the following circumstances:

• Incorrect Order: If you receive items different from what you ordered (verified against order confirmation).
• Missing Items: If any paid items are missing from your order.
• Quality Issues at Source: If food quality issues can be proven to have originated from our kitchen (e.g., undercooked food, foreign objects, spoilage).
• Allergen Contamination: If allergen-free items contain allergens despite proper notification to us.

5.4 Non-Eligible Circumstances

Refunds or replacements will NOT be provided for:

• Temperature Issues: Food that has cooled during third-party delivery, unless collected directly from our restaurant.
• Packaging Damage: Leakage or packaging damage caused by third-party delivery handling, unless the packaging was defective when it left our premises.
• Delivery Delays: Late deliveries by third-party platforms, as we have no control over their logistics.
• Personal Preferences: Dislike of taste, spice level (when correctly prepared as ordered), or portion size expectations.
• Changed Mind: Orders cannot be cancelled once preparation has begun.
• Wrong Delivery Address: Issues arising from incorrect customer-provided information.

5.5 How to Request a Refund

To request a refund or report an issue with your order:

1. Contact Us Immediately: Within 2 hours of receiving your order.
2. Provide Order Details: Order number, time of order, and description of the issue.
3. Submit Evidence: Photos of the affected items (required for quality claims).
4. Retain the Food: Do not dispose of the food until the claim is resolved, as we may request to inspect it.

5.6 Refund Processing

• Approved refunds will be processed within 7-14 business days.
• Refunds will be issued to the original payment method used for the order.
• For cash payments, refunds may be collected in person or transferred to a provided bank account.
• Partial refunds may be issued for partially affected orders.

5.7 Our Quality Commitment

The Bhansa Restaurant is committed to maintaining the highest standards of food quality and safety. All our food is prepared fresh to order in accordance with HACCP standards and Polish food safety regulations. We take all customer concerns seriously and strive to resolve issues promptly and fairly.

5.8 Legal Rights

This policy does not affect your statutory rights as a consumer under Polish law, including rights under the Civil Code and the Consumer Rights Act. In case of disputes, Polish consumer protection laws shall prevail. Consumers may also seek assistance from the Office of Competition and Consumer Protection (UOKiK) or European Consumer Centre Poland.

6. Private Dining and Catering

• Private dining and catering services require advance booking and confirmation.
• A deposit of 30% is required to secure private event bookings.
• Final guest numbers must be confirmed 48 hours before the event.
• Cancellations less than 72 hours before the event may forfeit the deposit.
• Custom menus are subject to ingredient availability and chef approval.

7. Gift Cards

• Gift cards are valid for 12 months from the date of purchase.
• Gift cards cannot be exchanged for cash or refunded.
• Lost or stolen gift cards cannot be replaced.
• Gift cards can be used for dine-in, takeaway, or delivery orders.
• No change will be given for purchases made with gift cards.

8. Health and Safety

• Please inform us of any food allergies or dietary requirements when ordering.
• While we take precautions, we cannot guarantee that any dish is completely free from allergens.
• Our kitchen handles nuts, gluten, dairy, and other common allergens.
• Customers with severe allergies dine at their own risk.

9. Intellectual Property

• All content on our website, including text, images, logos, and recipes, is the property of The Bhansa Restaurant.
• You may not reproduce, distribute, or use our content without prior written permission.
• Reviews and feedback submitted become the property of The Bhansa Restaurant.

10. Limitation of Liability

• The Bhansa Restaurant shall not be liable for any indirect, incidental, or consequential damages.
• Our total liability shall not exceed the amount paid for the specific service in question.
• We are not responsible for items left on our premises.
• Force majeure events release us from obligations under these Terms.

11. Privacy and Data Protection

Your privacy is important to us. Please refer to our Privacy Policy for information on how we collect, use, and protect your personal data in accordance with GDPR regulations.

12. Governing Law

These Terms are governed by the laws of Poland. Any disputes arising from these Terms shall be subject to the exclusive jurisdiction of the courts in Warsaw, Poland.

13. Contact Information

For questions about these Terms & Conditions, please contact us:

The Bhansa Restaurant
Email: [email protected]
Phone: +48 739 566 577
Address: al. Jana Pawła II 18/B, 00-116 Warszawa, Poland