Refund Policy & Quality Guarantee

Effective Date: April 20, 2026

At Lux Catering, we are committed to delivering a protein-dense, zero-filler culinary experience. Because we source premium, fresh ingredients specifically for each event, our refund policy is designed to balance client flexibility with the logistical demands of high-end catering.

1. Cancellation & Deposit Eligibility

  • 7+ Days Before Event: Cancellations made at least 7 days prior to the scheduled event date are eligible for a full credit toward a future booking or a refund of the deposit, minus a 10% administrative and processing fee.

  • Within 7 Days: Cancellations made within 7 days are subject to a forfeiture of the 50% deposit, as procurement of specialty proteins and heritage ingredients will have already commenced.

  • Within 72 Hours: Cancellations made within 72 hours of the event are non-refundable and non-transferable.

2. The 72-Hour Modification Window

We strive to accommodate the changing needs of corporate events.

  • Pax Increases: We will do our best to accommodate increases in guest counts up to 48 hours before the event, subject to ingredient availability.

  • Pax Reductions: Reductions in guest count must be finalized 72 hours before the event. We cannot offer refunds for a decrease in headcount after this window, as our kitchen will have already prepared for the original "minimum guaranteed" volume.

3. The Lux Quality Guarantee

If you are dissatisfied with the quality of our service or the "Zero-Filler" standard was not met, please notify our VIP Support Team via WhatsApp or email within 6 hours of the event conclusion.

  • Assessment: We will perform a formal quality assessment.

  • Resolution: Validated quality claims may result in a partial refund, a service credit, or a complimentary upgrade on a future booking.

4. Non-Refundable Customizations

Payments made for bespoke premium items (e.g., custom branding, specialized international seafood imports, or outsourced event rentals) are strictly non-refundable once the third-party procurement has been finalized.

5. Refund Processing

To initiate a request, please contact us at LuxCatering2U@gmail.com or via your dedicated WhatsApp Account Manager with:

  1. Your Order/Invoice Number.

  2. A detailed description of the circumstances.

  3. Any supporting documentation (e.g., photos or site reports).

Refunds are processed via bank transfer within 5-7 business days upon approval.