Refund of Payment

1. (a) For any refund requests, the customer can email to hello@lot10hutong.com, stating the nature of the complaint. The email should attach the receipt, clearly showing the transaction ID/order number, date of purchase, food item and transacted price and the food picture as evidence of the purpose of the complaint. No request for refunds shall be entertained unless such request is received by Lot 10 Hutong within 24 hours of the relevant Order being placed. The response timing for Lot 10 Hutong management is 2 working days. ​

(b) Lot 10 Hutong offer no guarantee of any nature for the timeliness of the refunds reaching the customer’s account. The processing of payment may take time and it is subject to the respective banks and/or payment provider internal processing timeline. ​

(c) All costs associated with the refund process imposed by the processing bank and/or payment provider shall be borne by the customer. ​

(d) Lot 10 Hutong reserve the right to modify the mechanism of processing refunds at any time without notice. ​

(e) Notwithstanding any of the foregoing, Lot 10 Hutong is not obliged to give effect to any request to refund, cancel or amend any Order. ​
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2. Suspension of transaction: Lot 10 Hutong has the right to suspend the processing of any transaction where it reasonably believes that the transaction may be fraudulent, illegal or involves any criminal activity or where Lot 10 Hutong reasonably believes the customer to be in breach of the Terms & Conditions of Sale. ​

3. Cooperation: The customer shall agree to cooperate in relation to any financial crime screening that is required and to assist Lot 10 Hutong in complying with any prevailing laws or regulations in place. ​

4. Dispute with card company: The customer shall be responsible to resolve any disputes with the customer’s credit, debit or other payment card company on their own. ​

5. If refund requests is approved by Lot 10 Hutong management, the customer will receive a notification from iPay88 on the refund process. The estimated processing duration for the refund is about 7-14 working days.​