Refund Policy
Uber Eats and Third-Party Orders
Orders placed through Uber Eats or another third-party platform must be reported and submitted for refund through that platform. Its terms and refund process apply to delivery fees, missing items, late delivery and payment disputes. Oasis Express may assist with food-quality or preparation issues, but the platform generally controls the transaction and refund.
Direct Catering Orders and Cancellations
Catering orders are prepared specifically for the customer and may require advance purchasing, scheduling and preparation. Deposit, payment, cancellation and change terms will be stated in the written quote, invoice or order confirmation, and those terms control. Unless otherwise agreed in writing, payments may become non-refundable once ingredients have been purchased, staff have been scheduled or food preparation has begun. Changes are subject to availability and may affect price. No refund is provided for unused food, reduced attendance after the final guest count, or a customer's change of preference, except where required by law. If Oasis Express cancels a direct order and no alternative is agreed, payments for unprovided services will be refunded.
Problems With a Direct Order
Please inspect pickup or delivery orders promptly. If an item is missing, incorrect, damaged or does not meet the confirmed order, contact us as soon as possible and preferably within 24 hours at orders@oasisexpress.ca or 905-891-7777. Include the order name, date, affected items and photographs when appropriate. We will review the circumstances and, where responsibility is confirmed, may offer replacement, store credit, a partial refund or a refund to the original payment method. Nothing in this policy limits rights or remedies available under applicable law.