Refund Policy
Thank you for choosing TerraMesaNexus. We strive to deliver an exceptional dining and ordering experience through our online platform at terramesanexus.xyz. This Refund Policy explains how we handle refunds and credits for orders placed for delivery or pickup, and for any related services provided through our site.
Basic principles: refunds are evaluated on a case-by-case basis. If you are not completely satisfied with your order, you may be eligible for a refund or credit depending on the circumstances, such as issues with accuracy, quality, or fulfillment. Our goal is to resolve issues promptly and fairly so you can enjoy a positive experience with TerraMesaNexus.
Eligibility for refunds
- Order accuracy: If your delivery or pickup order arrives with items missing or incorrect, you may request a refund or replacement for the affected items.
- Quality concerns: If the meal or product is not up to our standard, and the issue is verifiable, you may be eligible for a refund or a replacement.
- Timing: Requests must be submitted within 14 days of the order date. For dine-in experiences, refunds or credits are considered if the service was not delivered as described or if there was a significant disruption to your experience.
- Non-deliverable items: If a portion of the order could not be delivered due to circumstances beyond your control, we will assess on a case-by-case basis for refunds or credits.
How to request a refund
To request a refund, please contact our support team at +44 20 7946 0958 or via email through the contact options on terramesanexus.xyz. Please include the following information to help us process your request quickly:
- Order number and date
- A brief description of the issue and the items affected
- Photos or documentation if applicable
- Your preferred resolution (refund to original payment method, store credit, or replacement)
Requests submitted through our platform after delivery will be reviewed within 3–5 business days. We may require evidence or verification to confirm the issue before approving any refund or credit.
Resolution options
Approved refunds will be issued to the original payment method used for the order within a reasonable processing time, or as a store credit if you choose that option. The exact timing depends on your payment provider and financial institution. If a replacement item is provided, the replacement will be prepared with the same care as your original order and delivered using the same process as the initial order.
Gift orders and credits
Gift orders, once delivered, follow the same refund and credit policies. If a gift order is canceled within the eligibility window, we may issue a refund to the original payer or provide a store credit as appropriate. Store credits are valid for £ and can be used toward future orders placed via terramesanexus.xyz until the credit expires, if applicable.
Limitations and exclusions
Refund eligibility does not apply to items that have been consumed, used, or altered after delivery, or to services not provided as described due to customer modifications. We reserve the right to determine, at our sole discretion, whether a refund or credit is appropriate in each situation.
Billing disputes
If you dispute a charge with your payment provider, please contact us as soon as possible so we can cooperate with the investigation and make it right. Disputes submitted without prior contact may not be eligible for refunds or credits per our policies.
Contact and revisions
We may update this Refund Policy from time to time to reflect changes in our practices or applicable laws. The most current version will be posted on terramesanexus.xyz and will govern any refunds or credits. If you have questions about this policy or your specific order, reach out to our team at +44 20 7946 0958.
Last updated: October 2025
Address and contact details: 221B Baker Street, London, NW1 6XE, United Kingdom. You can also reach us at +44 20 7946 0958 for direct assistance related to refunds and orders.