Return and Exchange Policy
Last updated: 03.10.2026
These Rules explain when an order at cafe "Demo Cafe" can be cancelled, which items can be returned, how the refund amount is calculated and where it goes. The Rules are an integral part of the Public Offer and have been developed in accordance with the Law of Ukraine "On Consumer Protection" dated 12.05.1991 No. 1023-XII and Resolution of the Cabinet of Ministers of Ukraine dated 19.03.1994 No. 172.
1. General Provisions
Cafe "Demo Cafe" sells food products exclusively — prepared dishes, drinks and bakery. In accordance with CMU Resolution dated 19.03.1994 No. 172, food products of proper quality are not subject to return or exchange.
Therefore, a return of goods of proper quality is made only in the cases expressly listed in these Rules, and the scope of your rights depends on the stage the order has reached. The current stage is shown in the order card on the website and in the app.
Cases in which goods of proper quality are returned:
- before the cafe has accepted the order for preparation — the order is cancelled in full and everything paid is returned (section 3);
- after the cafe has accepted the order for preparation and before the order is handed over to you — only ready-made items are returned (sections 3 and 4).
2. Goods of Improper Quality and Complaint Deadlines
Inform us about a quality problem immediately upon receipt or within 24 hours of receiving the order; document the defects with a photo or video — this speeds up the review of your complaint. In accordance with Art. 8 of the Law of Ukraine "On Consumer Protection" (1023-XII), upon discovery of defects, the Buyer has the right to demand:
- — proportional price reduction;
- — free elimination of defects (dish replacement);
- — reimbursement of costs for elimination of defects;
- — termination of the contract and refund of the paid amount.
3. Cancellation and Return by Order Stage
The scope of what you can do depends on the stage the order has reached:
- before the cafe has accepted the order for preparation — you cancel it yourself in the order card; everything paid is returned: the cost of all items, delivery and the bag, spent bonuses are returned to the bonus account, and the promo code and partner ticket become available for reuse; partial cancellation is not available at this stage;
- after the cafe has accepted the order for preparation and before handoff to the courier, pickup or serving in the dining room — you may decline ready-made items only, and only item by item: you choose the specific items and their quantity (section 4);
- after handoff to the courier, pickup or serving in the dining room — you cannot cancel or return the order yourself; contact the cafe, the contacts are listed at the end of these Rules; the request is reviewed by the venue manager, the deadline for a request is 24 hours from receiving the order.
The Seller may cancel an order in case of:
- unavailability of required ingredients;
- inability to deliver (force majeure, address outside delivery zone);
- suspected fraud.
In these cases, funds are returned in full to the card used for payment, and spent bonuses, the promo code and the partner ticket are returned.
4. Which Items Are Returnable After the Cafe Has Accepted the Order
Ready-made items are items we do not cook to order and that physically go back on the shelf: bakery, desserts and factory-bottled drinks — water, juices and carbonated drinks in bottles and cans. A return is processed item by item: the list of items available for return, the amounts in money and in bonuses separately, and the list of what is not returned are shown before confirmation.
The following are not returned at this stage: first and main courses, pizza, salads, sides, breakfasts, all hot drinks and drinks poured into a cup (compote, uzvar, draught lemonade, assorted juice), as well as combo sets — regardless of their composition. We do not record the moment a particular dish was started, therefore dishes cooked to order are not returned regardless of the actual state of preparation. The cost of the bag is not returned at this stage, and the delivery cost is returned only when no items remain in the order after the return. If the order contains no ready-made items, a self-service return is not available at this stage — contact the cafe.
5. How the Refund Amount Is Calculated and Where It Goes
The amount actually paid for an item after all discounts is returned; the discounts themselves are not returned and not paid out. If part of the order was paid with bonuses, every item is considered paid with money and bonuses in the same proportion as the whole order: money is returned as money, bonuses — to the bonus account. Bonuses are not paid out as money.
If the return is on our initiative — we sent the wrong item, the product turned out to be of improper quality, or we cancelled the order — the funds are returned to the card used for payment; no choice of refund method is offered in this case.
If the return is at your request, you choose the method: the refund wallet — funds in your account at "Demo Cafe", credited immediately and spendable on any order with no amount limits, but not paid out in cash, not transferred to a bank account and not transferable to another person; or the card — a refund within 7 business days to the card used for payment.
For cash payments, refunds are made in cash at the cafe or, by arrangement, to a bank account. A promo code and a partner ticket are returned only when all items of the order have been returned; in a partial return they are considered used.
6. What Cannot Be Returned
- Food products of proper quality (CMU Resolution No. 172), except for the cases expressly described in sections 1, 3 and 4, as well as goods fully or partially consumed.
- Dishes cooked to order, combo sets and the cost of the bag — after the cafe has accepted the order for preparation; the delivery cost — if at least one item remains in the order after the return; discounts granted on the order.
- Claims submitted after 24 hours from receiving the order.
