Refund & Cancellation Policy

1. SanQ website orders & delivery

• An order remains a SanQ website order when it is placed on sanq.ca and paid to SANQIN RESTAURANT, even if Uber or another third-party delivery provider is used to fulfill delivery. This policy still applies.
• Orders placed and transacted directly through Uber Eats or another third-party marketplace are subject to that platform’s own support, cancellation, and refund rules.

2. ASAP orders, scheduled orders & changes

• ASAP orders may enter preparation shortly after payment and confirmation, so the window for cancellation or changes is usually short.
• Where scheduled ordering is offered, the scheduled time must be no later than 24 hours after ordering. Before a scheduled order actually enters preparation, you may contact us to request cancellation or a reasonable change. Once preparation starts, it is handled as an order already in preparation.
• If you need to change spice level, ingredients, quantity, pickup or delivery information, contact the store as soon as possible. We can assist only before preparation or where operations reasonably allow, and not every change can be guaranteed.

3. Customer-requested cancellation

• If preparation has not started, you may contact the store to request cancellation. If the order is eligible after verification, we will issue the applicable refund to the original payment method.
• If preparation has started, food has been completed, or food prepared specifically for the order can no longer reasonably be reused, a full refund is generally not available simply because the customer changed their mind. If part of the order has not yet been prepared, we will assess the unfulfilled portion for an appropriate refund or other solution.

4. Store cancellation, stock & payment issues

• If we must cancel the entire order because of an out-of-stock item, equipment failure, inability to fulfill, or another issue on our side, we will refund the full amount due for that order. For a credit-card transaction where a surcharge was actually charged, a full refund will include the applicable surcharge.
• If you see a duplicate charge, an obvious amount error, or an actual charge for a failed order, contact us with the order information and relevant payment record. We will review the SanQ and payment-processor records and handle any amount due for refund.

5. Missing, wrong, quality or delivery issues

• For missing items, wrong items, visible preparation/packaging problems, or other food-quality issues, contact us as soon as reasonably possible on the day you receive the order and provide the order number and a description of the issue.
• For issues that can reasonably be documented by photo—such as a wrong item, foreign object, visible spill, damaged packaging, or visible quality problem—we may require clear photos or other reasonable evidence before the affected food is discarded or consumed. For issues that cannot reasonably be proven by photo, such as non-delivery, a clearly missing item, or a payment error, we may verify using order records, delivery records, receipts, or other reasonable information.
• After verification, we will provide an appropriate remedy based on the nature and extent of the issue, which may include remake, replacement, partial refund, full refund, or another reasonable solution.

6. Points, Store Balance, coupons & surcharge

• For a full refund, points earned on the order are reversed and points actually redeemed are restored accordingly. For a partial refund, points are adjusted based on the refunded portion and the remaining eligible spend.
• An amount paid with Store Balance is generally returned to the corresponding Store Balance. Whether a coupon is restored, remains usable, or retains its expiry depends on the clearly stated coupon or promotion terms and the reason for the refund.
• For a partial credit-card refund, the corresponding surcharge is handled according to applicable payment-network rules and the amount or proportion actually refunded.

7. Refund posting

After we confirm that a refund is due, we initiate it to the original payment method or applicable original account. Once initiated, the time for a card or other payment refund to appear depends on the processing timelines of the payment processor, payment network, or issuing institution.

8. Policy changes & statutory rights

We may update this policy from time to time and will state the new effective date on this page. Updated terms apply to later orders after the effective date and do not retroactively change confirmed order terms merely because this page was later updated. This policy does not limit any mandatory consumer rights under applicable law.