Refund and Cancellation Policy

Last updated: 11 August 2026

This policy applies to orders placed with MOKAÏ, including Click & Collect orders and orders placed for delivery.

Catering services are handled separately and are subject to terms agreed directly with MOKAÏ.

1. Payment methods

Payment arrangements depend on the type of order selected.

Click & Collect

For Click & Collect orders, the customer may choose:

• online payment via PayPal at the time the order is placed;

• or payment at the counter, by bank card or cash, when collecting the order.

Where payment at the counter is selected, confirming the order nevertheless creates an obligation for the customer to collect and pay for the order.

Delivery

Orders placed for delivery must be paid online via PayPal at the time of ordering.

Payment on delivery is not available.

Delivery is fulfilled through Uber Direct, acting as a delivery service provider appointed by MOKAÏ.

The food order itself is placed with MOKAÏ. Uber Direct is responsible for collecting the order from MOKAÏ and transporting it to the delivery address provided by the customer.

2. Cancellation before preparation begins

The customer may request cancellation of an order provided that preparation has not yet begun.

The request should be made to MOKAÏ as soon as possible and should include the order number.

If the order has already been paid online through PayPal and the cancellation is accepted, MOKAÏ will issue a refund for the relevant amount.

Where payment at the counter was selected and no payment has yet been made, the order will simply be cancelled provided that preparation has not begun.

3. Cancellation after preparation has begun

Once preparation has begun, the order can generally no longer be cancelled or refunded solely because:

• the customer has changed their mind;

• the customer selected the wrong product;

• or the customer’s plans have changed.

MOKAÏ products include prepared and perishable food items. In accordance with Article L221-28 of the French Consumer Code, the standard 14-day withdrawal right applicable to many distance purchases does not apply where the statutory exception for such products or services applies.

This does not restrict the customer’s rights where MOKAÏ has failed to fulfil the order correctly.

4. Click & Collect – order not collected

Customers should collect their order during the time slot or collection period selected when ordering.

Order already paid online

Where an order has been properly prepared but the customer fails to collect it, the order is not automatically refundable.

Payment due at the counter

Where the customer selected payment at the counter, confirmation of the order commits the customer to collecting and paying for it.

Failure to collect an order that has already been prepared does not constitute a valid cancellation.

If the customer is unable to collect the order, they should contact MOKAÏ as soon as possible.

5. Delivery through Uber Direct

Where delivery is selected, the order is delivered using the Uber Direct service.

Uber Direct acts as the delivery provider. The customer places the food order with MOKAÏ and makes payment to MOKAÏ.

The customer must provide:

• a complete and accurate delivery address;

• a valid telephone number;

• and any reasonable instructions needed to enable the courier to access the delivery location.

The customer should remain contactable during the delivery.

Any complaint concerning the MOKAÏ order or any request for a refund should be addressed to MOKAÏ, including where the issue occurred during a delivery carried out through Uber Direct.

6. Order not delivered

If a paid order is not delivered for reasons not attributable to the customer, the customer should contact MOKAÏ as soon as possible.

After reviewing the circumstances, MOKAÏ will offer an appropriate solution, which may include:

• a new delivery where this is reasonably possible and accepted by the customer;

• or a refund for the undelivered products and, where applicable, the relevant delivery charge.

Where the failed delivery results from an incident involving Uber Direct, MOKAÏ will handle any necessary follow-up with its delivery provider.

The customer is not required to resolve the refund of their MOKAÏ order directly with Uber Direct.

7. Incorrect address, absence or inability to contact the customer

The customer is responsible for ensuring that the information supplied when ordering is accurate.

Where delivery cannot be completed because of:

• an incorrect or incomplete address supplied by the customer;

• the customer not being present at the delivery location;

• inability to contact the customer;

• or inability to access the delivery location for reasons attributable to the customer,

the order will not automatically be refunded where the food has already been prepared and reasonable efforts have been made to complete the delivery.

MOKAÏ will nevertheless review the circumstances on a case-by-case basis.

Additional charges may apply where a new delivery is requested and can reasonably be arranged.

8. Delivery delays

Any delivery time or estimated arrival time shown to the customer represents the expected delivery time based on the information available at the time of ordering.

A minor delay does not automatically entitle the customer to a refund.

In the event of a substantial delay, the customer should contact MOKAÏ.

Where the delay prevents normal fulfilment of the order or causes the products to deteriorate to the extent that they can no longer reasonably be consumed as expected, MOKAÏ will review the circumstances and offer an appropriate solution.

This may include a replacement delivery or a full or partial refund.

9. Incorrect or incomplete order

If:

• a paid item is missing;

• or the product received differs from the product ordered,

the customer should contact MOKAÏ as soon as possible.

To allow the issue to be verified, MOKAÏ may request:

• the order number;

• a description of the problem;

• and, where relevant, a photograph of the order received.

After verification, MOKAÏ may:

• replace the affected product;

• arrange another delivery where appropriate;

• or refund the affected product.

10. Product unsuitable for consumption or damaged order

If the order is delivered or handed over in an abnormal condition, or if a product is unsuitable for consumption, the customer should notify MOKAÏ immediately or as soon as reasonably possible.

A photograph of the product or packaging may be requested where this helps to establish the nature of the problem.

After reviewing the issue, MOKAÏ may replace the product or issue a full or partial refund depending on the circumstances.

11. Personal preferences

Dissatisfaction based solely on personal preference, including:

• taste;

• spice level;

• texture;

• or the customer’s choice of dish,

does not in itself automatically entitle the customer to a refund where the product supplied corresponds to the order.

This does not apply where the product is incorrect, non-compliant, damaged or unsuitable for consumption.

12. Product unavailable

If a product that has been ordered and paid for becomes unexpectedly unavailable, MOKAÏ may offer the customer a replacement.

A materially different replacement will not be imposed without the customer’s agreement.

If the customer does not accept the replacement, the unavailable product will be refunded.

Where the unavailable item prevents reasonable fulfilment of the entire order, MOKAÏ may cancel and refund the full order.

13. Refund method

Orders paid online

Where an order paid online is eligible for a refund, MOKAÏ will normally initiate the refund through PayPal, where technically possible.

The time taken for the refund to appear on the customer’s account or payment method may then depend on PayPal, the payment method originally used and the customer’s bank or payment provider.

Orders paid at the counter

Where a refund relates to an order originally paid at the counter by bank card or cash, MOKAÏ will arrange the refund directly using a method appropriate to the original payment method and circumstances.

14. Catering services

Catering services are separate from food orders placed and paid for online through the website.

Catering enquiries are handled directly with MOKAÏ and are not paid through the website’s PayPal checkout.

Booking, payment, amendment, cancellation and refund conditions relating to a catering service are specified in the relevant quotation, confirmation or other terms agreed directly between the customer and MOKAÏ.

Where a catering quotation contains specific cancellation or refund conditions that differ from this policy, the terms of the accepted quotation apply to the relevant catering service.

15. How to request a refund

For any request concerning an order, cancellation or refund, customers may contact:

MOKAÏ
1 place Joseph Bermond – Ophira 1
06560 Valbonne
France

Telephone: 09 88 34 85 93
Email: dunordausud29@gmail.com

Customers should provide their order number and any information reasonably necessary for MOKAÏ to process the request.

16. Consumer rights

This policy explains MOKAÏ’s commercial procedures for cancellations and refunds.

It does not exclude, restrict or replace any mandatory rights available to consumers under French law.