Complaint Policy

Complaint Policy: Fairness & Transparency

We're committed to exceptional experiences, but keeping every aspect of your experiences perfect is hard. This can lead to issues during your service. Our complaint policy outlines how we handle and resolve escalations transparently and fairly for guests and Chefs alike.

When can a complaint be submitted?
  • Guests can submit feedback within 24 business hours after their service is concluded.
  • Payment will be temporarily paused, and the Chef will be notified.
  • Both parties have 24 business hours to provide evidence.
  • Take a Chef determines a resolution within 24 business hours (Total: 72 business hours post-service).
  • If no feedback is received, the experience is filed as successful and payment proceeds.
Chef's Tip: Feedback goes both ways. If any Chef has something to note about a guest’s behavior, complaints will be managed with the same attention and could lead to vetos or banning if deemed necessary.
How are complaints managed?
  • Initial Response: Once a complaint is raised, we will acknowledge the guest's input and launch an investigation.
  • Payout Hold: Payment is paused until the investigation concludes. Chef payments are processed no longer than 72 hours post-service depending on the outcome.
  • Chef's Input: Guest feedback is shared with the Chef. Chefs are encouraged to provide detailed responses and documentation.
  • Case Analysis: Our team reviews all information objectively, aiming to protect each party's interests with the fairest outcome.
  • Final Resolution: We communicate the outcome to both parties, including any compensation details.
  • Payment Processing: We process the Chef's payment with any necessary adjustments. Profile penalties may be communicated at this stage.
How is compensation determined?

Just because a complaint was presented does not mean compensation will be granted. However, when deemed necessary, the gravity of the situation will define the type of refund, which will be deducted out of the Chef's payment.

  • Partial Refund: Applied if agreed-upon service details were not met (e.g., failing to deliver the selected menu or skipping details).
  • Full Refund: In cases of severe service failure, including no-shows, altercations, or acts of violence.

Remember, this policy is designed to maintain trust and quality within our community, ensuring both guests and Chefs have a positive and fair resolution.