Our Commitment to Quality
At Al Marah Restaurant, we take pride in the quality of every dish we prepare. If your experience does not meet our standards due to an error on our part, we are committed to making it right promptly and fairly.
All refund requests must be submitted within 2 hours of delivery or collection. Requests made after this window may not be eligible for a full refund.
Refund Eligibility
The following scenarios are covered under our refund policy:
Order delivered with missing items that were charged.
Incorrect items delivered that do not match your order.
Food quality is significantly below standard upon delivery (with evidence).
Order not delivered within 90 minutes of confirmed dispatch.
Change of mind or personal taste preference after delivery.
Request submitted more than 2 hours after delivery.
Issues caused by incorrect delivery address provided by customer.
Promotional or complimentary items included in the order.
How to Request a Refund
To submit a refund request, please follow these steps:
- 1 Contact us within 2 hours of receiving your order via email at support@almarah.ae or use the Contact Form.
- 2 Include your order details: Order number, date and time, and a description of the issue.
- 3 Attach photographic evidence clearly showing the issue (missing items, incorrect order, quality concern).
- 4 Our team will review your request within 1 business day and confirm eligibility.
- 5 Approved refunds will be processed to your original payment method within the timeframes stated below.
Refund Timeline
Once a refund is approved, processing times depend on your payment method:
- Credit / Debit Card: 5–10 business days (depending on your bank)
- Digital Wallets: 2–5 business days
- Al Marah Store Credit: Applied instantly to your account for use on future orders
You will receive an email confirmation once the refund has been issued from our end.
Refund Methods
Refunds are issued via the following options:
- Original Payment Method: The default and preferred option — refunded to the card or wallet used at checkout.
- Al Marah Store Credit: Credited to your account for immediate use, typically processed faster than card refunds.
- Replacement Order: In some cases, we may offer a replacement dish or order as an alternative to a monetary refund.
We reserve the right to determine the most appropriate refund method based on the nature of the issue.
Non-Refundable Items
The following are not eligible for a refund under any circumstances:
- Delivery fees (unless the delivery was not completed)
- Service charges or gratuity added to dine-in orders
- Special event and private dining reservation deposits once the event has commenced
- Gift vouchers or prepaid meal packages (these are non-refundable but may be transferred)
Order Cancellation
Orders may be canceled under the following conditions:
- Before kitchen preparation begins: Full refund will be issued automatically.
- After preparation has started: Cancellations are not accepted. Please ensure your order is correct before confirming.
- Restaurant-initiated cancellation: In the rare event we must cancel your order (e.g., ingredient unavailability), a full refund will be processed automatically within 2 business days.
Disputes and Escalation
If you are not satisfied with the outcome of your refund request, you may escalate the matter by emailing management@almarah.ae with your case reference number.
We are committed to resolving all disputes fairly and aim to respond to escalations within 3 business days. If a resolution cannot be reached internally, the matter may be referred to the relevant consumer protection authority in Dubai, UAE.
Contact Support
Our customer support team is available during restaurant operating hours to assist with refunds and complaints:
Al Marah Restaurant — Customer Support
Al Wasl Road, Dubai, UAE
Email: support@almarah.ae
Management: management@almarah.ae
Opening Hours: Daily 10:00 – 23:00