Refunds & Cancellation

Refunds & Cancellation Policy

At KAIO, we strive to ensure that every order we deliver meets your expectations — in taste, freshness, and service. However, we understand that occasionally, things may not go as planned.

This Refunds & Cancellation Policy outlines how you can cancel an order, request a refund, and how we handle such cases to ensure your satisfaction.

Refunds & Cancellation Policy

At KAIO, we are committed to delivering high-quality sushi and service that meets your expectations. However, we understand that issues may occasionally arise. This policy outlines how you can cancel an order, request a refund, and how such situations are handled.

1. Order Cancellations

1.1 Cancelling an Order

  • For Delivery Orders: You may cancel before we begin preparing your order. Once preparation starts, cancellation is no longer possible.

  • For Pickup Orders: You may cancel before arriving, provided that preparation hasn’t started.

1.2 How to Cancel

To cancel an order, please contact us immediately via the KAIO website, messaging apps (LINE, WhatsApp, Telegram), or call us directly at +66 945-900-100. If cancellation is eligible, your order will be canceled and you will not be charged.

1.3 Cancellation Fees

No cancellation fee will apply if the order hasn’t entered the preparation stage. However, if preparation has started, we reserve the right to deny cancellation and charge in full.

2. Refunds

2.1 When Refunds Are Issued

We may offer refunds in the following situations:

  • Incorrect Orders: Items missing, wrong dishes delivered, or major inaccuracies

  • Unsatisfactory Quality: If your order arrives cold, damaged, or is not up to standard

  • Requests must be submitted within 24 hours of delivery or pickup

Each case is reviewed individually, and refunds are granted at our discretion.

2.2 How to Request a Refund

To request a refund, please contact us via info@kaio.asia, LINE, or call +66 945-900-100. Please include:

  • Your name

  • Order number

  • Description of the issue (photos recommended)

  • Preferred resolution: refund or replacement

2.3 Refund Processing

Approved refunds will be returned to your original payment method. Processing may take 5–10 business days, depending on your bank or payment provider.

3. Non-Refundable Items

Refunds will not be issued in the following cases:

  • Orders that were correctly fulfilled and delivered

  • Cancellations after the order has been prepared or dispatched

  • Dissatisfaction due to personal taste preferences

Please review your order carefully before confirming.

4. Delivery and Pickup Issues

4.1 Delivery Delays

Delays due to traffic, weather, or high demand may occur. If a delay results in an unacceptable experience (e.g. cold or compromised food), you may request a refund or credit.

4.2 Incorrect Delivery

If you receive the wrong order, notify us immediately. We’ll arrange a replacement or issue a refund for the incorrect items.

4.3 Missed Pickup

If you fail to collect your order on time, we reserve the right to dispose of it without a refund.

5. Changes to Orders

Once an order is confirmed, changes to items, delivery details, or pickup time cannot be made. You may cancel (if still eligible) and place a new order.

6. Contact Us

If you have any questions about cancellations, refunds, or delivery issues, feel free to reach out:

KAIO Sushi Delivery
📍 84/6 Moo 4, Rawai, Phuket 83130, Thailand
📧 info@kaio.asia
📞 +66 945-900-100 (WhatsApp, Telegram, Line)

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