Legal · Bookings & Refunds

Refund & Cancellation Policy

How we handle cancellations, deposits and refunds for reservations, private dining, takeaway orders and gift vouchers.

Effective date: 1 August 2026 · Last updated: August 2026

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Questions about this policy? Email contact@primeplater.com or call +880 1760-300642.

Overview

This Refund & Cancellation Policy explains how Prime Plater handles cancellations, deposits and refunds for reservations, private dining, takeaway orders and gift vouchers. It forms part of our Terms & Conditions. Our aim is always to be fair, and we review every case individually.

Standard table reservations

Standard reservations for up to six guests do not require a deposit.
You may cancel or change your booking at any time free of charge — please let us know as early as possible.
Repeated no-shows may mean we ask for a deposit on future bookings.

Group and private dining bookings

Groups of seven or more and all private dining bookings require a deposit of 30% of the estimated total to confirm the date.
Cancellations made 7 days or more before the event receive a full refund of the deposit.
Cancellations made 3 to 6 days before the event receive a 50% refund of the deposit, or the full deposit can be transferred to a new date within 60 days.
Cancellations made less than 72 hours before the event are non-refundable, as food and staff will already have been arranged.
Final guest numbers are due 48 hours before the event; reductions after that point are charged at the agreed menu price.

If we need to cancel

In the rare event that we must cancel a booking because of circumstances beyond our control — such as a utility failure or an emergency — we will contact you as soon as possible and refund any deposit in full, or rebook you on a date of your choice.

Food quality and order issues

If something is not right with your meal, please tell your server straight away so we can replace the dish or remove it from your bill. Because food is prepared fresh and consumed on the premises, we cannot offer refunds after a meal has been finished without a concern being raised during the visit.

Takeaway collection orders

Takeaway orders placed by phone can be cancelled free of charge before preparation begins. Once a dish has been prepared, it cannot be cancelled or refunded. If an item is missing or incorrect, contact us the same day and we will put it right.

Gift vouchers

Gift vouchers are non-refundable and cannot be exchanged for cash, but they are valid for 12 months. If a voucher was purchased in error, contact us within 7 days of purchase and we will review the request.

How refunds are paid

Approved refunds are returned to the original payment method — card, bank transfer or mobile financial service — within 7 to 10 working days. Processing times may vary depending on your bank or provider. To request a refund or discuss a cancellation, contact Prime Plater, by email at contact@primeplater.com, by phone on +880 1760-300642, or by post at the address on our Contact page.

Prime Plater · contact@primeplater.com · +880 1760-300642. See also our Privacy Policy, Terms & Conditions, Cookie Policy, Disclaimer and Refund & Cancellation Policy.