Return Terms

These Return Terms are developed in accordance with the legislation of the Republic of Kazakhstan, including the Law of the Republic of Kazakhstan "On Consumer Protection", and regulate the procedure for filing claims, returning funds, and replacing dishes ordered through the website itakeli.kz from:

IE ZHUMALEEVA ALYONA VLADIMIROVNA
IIN/BIN: 841125450307
Restaurant address: Petropavlovsk, Pavla Vasilyeva Str., 61, 1st floor

By using the Website and placing an order, the user (hereinafter — "User") confirms agreement with these Return Terms.

1. General Provisions

1.1. ITAKELI Restaurant sells ready-made dishes and food products classified as perishable goods.

1.2. In accordance with the legislation of the Republic of Kazakhstan, including the Law of the RK "On Consumer Protection", ready-made dishes of proper quality are not subject to return and exchange.

1.3. Refunds or dish replacements are possible only in cases and on conditions provided for by these Return Terms.

2. Grounds for Return or Replacement of a Dish

Refunds or dish replacement are made in the following cases:

2.1. Improper quality of the dish, including:

• signs of product spoilage;
• presence of foreign impurities;
• non-compliance with the temperature regime affecting the safety and suitability of the dish for consumption.

2.2. Significant discrepancy of the dish composition with the description on the Website (e.g., absence of key ingredients specified in the description).

2.3. Incorrect order completion (the wrong dish was prepared and/or issued compared to what was specified in the order).

2.4. Packaging damage if such damage affected the quality, safety, or suitability of the dish for consumption.

3. Deadlines for Filing Claims

3.1. Claims regarding the quality and completeness of the order are accepted within 1 (one) hour from the moment of actual receipt of the order by the User. This is due to the short shelf life, special storage conditions, and the fact that the Restaurant cannot control storage conditions after transferring the order to the User.

3.2. After 1 (one) hour from the moment of receiving the order, the Restaurant cannot guarantee compliance with storage conditions and the suitability of dishes for consumption, therefore claims are not accepted, and returns or replacements are not performed.

4. Procedure for Filing a Claim

To consider a claim, the User must provide:

• photo or video of the dish (general view, problematic area);
• photo of the packaging (especially in case of its damage);
• order number and delivery/receipt time;
• brief description of the problem (what the defect is, when it was discovered, etc.).

The claim can be sent by phone or to messengers indicated on the Website:

📞 Phone for communication on quality and return issues: +7 (707) 711-69-95

If there are additional communication channels (messengers, email), the Restaurant has the right to indicate them on the Website, and the claim can be sent through such channels.

5. Claim Review

5.1. The Restaurant reviews the claim within a reasonable period, but no more than 24 (twenty-four) hours from the moment of its receipt.

5.2. During the claim review, the Restaurant has the right to request additional photo, video, or text materials from the User, as well as clarifying information (storage conditions, time of defect discovery, etc.).

5.3. Based on the results of the claim review, the Restaurant makes one of the following decisions:

• replacement of the dish with a new one with free redelivery (or provision of an analogous dish by agreement with the User);
• full or partial refund of funds (depending on the nature of the defect and the scope of the problem);
• refusal of return and replacement if the review establishes that the dish quality meets the standards, defects are absent, or violations occurred for reasons beyond the Restaurant's control (including non-compliance with storage conditions by the User).

6. Refund of Funds

6.1. Refunds are made using the same method that was used to pay for the order, including through:

• Kaspi Pay
• Halyk Pay
• other payment services connected at the time of ordering.

6.2. The refund period is determined by the rules and regulations of the corresponding payment system and (or) the acquiring bank and, as a rule, ranges from 1 (one) to 3 (three) working days.

6.3. If a commission is charged by the payment system or bank during payment or refund, such commission may be withheld according to the rules of the corresponding payment system and (or) bank.

7. Cases Where Return is Impossible

Refunds and/or dish replacement are not performed if:

• 7.1. The dish is of proper quality, corresponds to the description on the Website and the User's order.
• 7.2. The User changed their mind after the dish was prepared and/or transferred to the courier/delivery service, while there are no claims to the dish quality.
• 7.3. The claim is filed after 1 (one) hour from the moment of receiving the order by the User.
• 7.4. Storage conditions of the dish were violated after its receipt by the User (e.g., the dish was outside the refrigerator for a long time or under adverse external conditions).
• 7.5. It is impossible to identify the order (no order number, confirmation of purchase) or confirmation of the stated problem.
• 7.6. The defect arose as a result of actions by third parties for whom the Restaurant is not responsible, or due to force majeure circumstances.

8. Delivery and Terms for Delivery Cost Refund

8.1. The delivery cost of the order is not subject to refund, except in cases where the return or cancellation of the order occurred due to the Restaurant's fault (e.g., in case of confirmed improper dish quality, significant error in order completion, etc.).

8.2. In case of the User's absence at the specified delivery address, as well as if it is impossible to contact the User using the specified contact data, the order is considered duly fulfilled, and no refund is made.

8.3. If order delivery is carried out through third-party courier services (including Yandex Couriers (Yandex Go) and other delivery partners), the Restaurant is not responsible for delivery delays caused by such services.

However, claims regarding dish quality and order completion are reviewed by the Restaurant in the general order established by these Terms.

9. Contact Information

For issues regarding dish quality, refunds, and order replacements, the User may contact:

📞Phone: +7 (707) 711-69-95📍Restaurant address: Petropavlovsk, Pavla Vasilyeva Str., 61, 1st floor🌐Website: itakeli.kz