Refund & Cancellation Policy

1. Order Cancellation

Orders may be cancelled only before preparation has started.

Once an order has entered the preparation stage, cancellation may no longer be possible because our beverages are freshly made to order.

2. Refund Eligibility

A full refund or replacement may be provided when:

• You receive the wrong order.
• Your order is incomplete.
• The product is defective or unsuitable because of a preparation error.
• The order cannot be fulfilled by The Matcha Club.
• Your payment was successfully charged, but your order was not processed.

3. Non-Refundable Orders

Because our food and beverages are freshly prepared, refunds are not normally available for:

• A change of mind after preparation has started.
• An incorrect customization selected by the customer.
• An order that is not collected within the designated pickup period.
• Personal taste preferences where the item was prepared correctly.

This does not affect any rights provided under the applicable consumer protection laws of the Sultanate of Oman.

4. Payment Refunds

Approved refunds will be returned through the original payment method whenever possible.

The time required for the refunded amount to appear may vary depending on the bank or payment provider.

5. Failed or Duplicate Payments

If you are charged more than once for the same order, please contact us promptly. Any verified duplicate payment will be refunded.

6. Contact Us

To report an order or payment issue, please provide:

• Your order number.
• The date and approximate time of purchase.
• Your mobile phone number.
• A brief description of the issue.

Our team will review the matter and respond as quickly as reasonably possible.