Refund Policy

You may cancel an order free of charge if the kitchen has not yet started preparing it. Once preparation has begun, the order can no longer be cancelled, as ingredients have already been committed to your meal.

To request a cancellation, contact us as soon as possible after placing your order at support@primebites.ae or by phone. We will confirm whether the order can still be cancelled.

If your order arrives incorrect, incomplete, or with a genuine food quality issue (for example, the wrong dish, missing items, or the food arriving in an unacceptable condition), please contact us within 24 hours of delivery with your order number and, where possible, a photo of the item.

We will review each case individually and, where appropriate, offer a replacement, a partial refund, or a full refund.

As food is prepared fresh to order, we are unable to offer refunds for change of mind once preparation has started or the order has been delivered.

Approved refunds are issued back to the original payment method through our payment gateway, Network International. Refunds are typically initiated within 3–5 business days of approval, and may take a further 5–10 business days to reflect on your bank or card statement, depending on your card issuer.

Refunds will generally not be granted where the delivery address or contact details provided at checkout were incorrect, where the order was already picked up or delivered successfully with no reported issue, or where a request is made after the 24-hour reporting window.

For cancellations, refund requests, or any questions about this policy, please reach out to support@primebites.ae or by phone during our operating hours, 11AM – 11PM, daily.