CANCELLATION & REFUND POLICY

Ciao Bar-Caffe-Ristorante Sdn Bhd

1. General Policy

This Cancellation & Refund Policy applies to all reservations, private events, group bookings, and services provided by Ciao Bar-Caffe-Ristorante Sdn Bhd (“Ciao”, “we”, “our”, or “us”).

By confirming a booking or event reservation, customers agree to the terms outlined below.

2. Event Booking Deposit

To secure an event or private function booking, a 50% deposit of the total confirmed booking value is required.

This deposit confirms the reservation of space, staffing arrangements, and preparation resources.

All deposits paid for event bookings are strictly non-refundable.

3. Cancellation of Event Bookings

If a customer cancels an event booking at any time after confirmation:
– The 50% deposit will be forfeited.
– Any additional costs already incurred by Ciao (including special ingredient orders, customised menus, equipment rental, or third-party arrangements) may also be chargeable where applicable.

4. Final Guest (Pax) Confirmation

The final number of guests (“final pax”) must be confirmed at least 72 hours (3 days) prior to the scheduled event date.

– The confirmed final pax will be considered the minimum guaranteed number of guests for billing purposes.
– Reductions in guest numbers after this deadline will not reduce the final bill.
– Increases in guest numbers after confirmation are subject to availability and operational approval.

This policy ensures adequate preparation of food, staffing, and seating arrangements.

5. Changes to Event Bookings

Requests to amend event dates, times, or guest numbers:
– Must be submitted at least 7 days prior to the event date.
– Are subject to availability and management approval.
– May result in price adjustments depending on revised requirements.

Approved changes do not convert deposits into refundable payments.

6. Refund Eligibility

Refunds may only be considered under the following circumstances:
– Duplicate or accidental payment; or
– Cancellation initiated by Ciao Bar-Caffe-Ristorante Sdn Bhd.

Where approved, refunds will be processed within 5–7 business days via the original payment method. Processing time may vary depending on banking providers.

7. No-Show or Same-Day Cancellation

Failure to attend a confirmed booking or cancellation on the event day will result in:
– Full forfeiture of the deposit; and
– Additional charges where food preparation, staffing, or reserved facilities have already been committed.

8. Cancellation by Ciao

Ciao Bar-Caffe-Ristorante Sdn Bhd reserves the right to cancel or reschedule bookings due to circumstances beyond reasonable control, including but not limited to:
– Safety concerns
– Government regulations or restrictions
– Operational emergencies
– Force majeure events

In such cases, customers will be offered rescheduling options or a refund where applicable.

9. How to Request a Cancellation or Amendment

All cancellation or amendment requests must be submitted in writing to:

Email: info@ciao.com.my

Requests are only considered valid upon written confirmation from our team.