TOMIK Restaurant & Snack-Bar
Refund & Cancellation Policy
At TOMIK, we cook every dish fresh to order. Because we deal with perishable food and custom preparations, our refund policy is designed to be fair to both our kitchen team and our guests.
General Refund Terms
You acknowledge that TOMIK TMK is not responsible for full or partial refunds on purchases of Products or related order fulfillment charges, including delivery-related fees.
Refund requests are handled exclusively by the specific location where the order was placed. Please visit TOMIK TMK directly as soon as possible to discuss any issues.
Official Channel Notice: We are not responsible for products ordered through unauthorized third parties or outside our official website/location at Sitio Montinhos da Luz.
Payment Agreement
Confirmed orders represent a binding agreement. Online transactions are processed securely via Stripe. In-store payments are cash-only. Prices and availability are subject to change.
Additional Costs
You assume full responsibility for any costs associated with order modifications or "add-ons" (e.g., extra bacon, cheese, or specialty ingredients) requested via our platform.
How to Start a Refund
To initiate a claim, please contact us immediately. Timing is critical for food-based refunds.
Note: We do not fulfill orders via third-party apps (Glovo, Uber Eats, etc.).
Food Quality & Dissatisfaction
Incomplete Orders: If you have paid for the product but have not received it, please notify us immediately. We will check the order and refund the missing product. No cash refunds for online orders.
Food Dissatisfaction: We take pride in our ingredients. Refunds are provided if the order is wrong or omitted. We typically do not offer refunds if a guest simply "does not like" the taste of a dish.
The 20% Rule: If 20% or more of the food has been consumed or removed, no refund will be issued. Food that has been discarded or tampered with cannot be verified or refunded.
Cancellations & Exchanges
Exchanges
Exchanges are only possible if you contact us within 5 minutes of placing your order. After 5 minutes, our kitchen has already begun preparation.
Online Cancellations
Orders can only be cancelled within 9 seconds of placement on the Stripe platform. Once preparation or dispatch begins, cancellations are strictly prohibited.
Delivery Cancellations
We cannot cancel orders already in progress or on the delivery route. If a driver makes a reasonable effort to contact you and you are unavailable, you are not eligible for a refund.
Inaccurate Information
We reserve the right to cancel any order based on inaccurate pricing, descriptions, or stock availability.
Exceptions & Non-Returnable Items
Certain items cannot be returned, including perishable goods (food), custom/personalized orders, sale items, and gift cards. Please inspect your order upon receipt and contact us immediately if the item is defective or damaged.
Decree-Law 10/2015 of 16/1 (Portugal)
Nenhum prato, produto ou bebida pode ser cobrado, a menos que solicitado pelo cliente ou tornado inutilizável.
Last updated: March 2026
Approved refunds are processed to the original payment method within 10-15 business days.
"Our respect for you is the same as the respect you show us."