Ordering & Service Policy

Last updated: 31-12-2025

By placing an order on xiangyu.ch, the customer confirms that they have read, understood, and agreed to the following terms and conditions.

1. Scope of Service

This policy applies to all orders placed through our website, including:

  • Dine-in reservations (if applicable)

  • Takeaway (pickup)

  • Home delivery

2. Order Confirmation

  • An order is considered confirmed once it has been successfully submitted through our website.

  • After placing an order, the customer will receive an order confirmation by email or on-screen confirmation.

  • Please check all order details carefully before submitting (items, quantities, address, and contact details).

3. Prices & Taxes

  • All prices displayed on the website are in CHF (Swiss Francs).

  • Prices include applicable taxes unless stated otherwise.

4. Payment Method

  • Payment is currently accepted via cash upon pickup or delivery.

  • Please ensure you have the correct amount ready, where possible.

  • We reserve the right to refuse delivery if payment is not available at the time of delivery.

5. Order Modification & Cancellation

Due to the nature of food preparation:

  • Orders cannot be modified or cancelled once they are confirmed and preparation has started.

  • If you notice an error immediately after placing an order, please contact us as soon as possible. We will try to assist where feasible, but changes are not guaranteed.

6. Refund Policy

  • As food is prepared fresh, refunds are generally not provided once an order has been prepared or delivered.

  • If there is a problem with your order (missing item, incorrect item, or quality issue), please contact us promptly.

  • Each case will be reviewed individually, and appropriate solutions may be offered at our discretion.

7. Delivery Policy

  • Delivery times are estimated and may vary due to traffic, weather, or peak hours.

  • Please ensure that the delivery address and phone number are correct and reachable.

  • If delivery cannot be completed due to incorrect information or customer unavailability, the order may be cancelled without refund.

8. Allergies & Dietary Requirements

  • Our dishes may contain allergens such as peanuts, nuts, gluten, dairy, seafood, and soy.

  • While we take care in food preparation, cross-contamination cannot be fully guaranteed.

  • Customers are responsible for informing themselves and ordering accordingly.

9. Customer Responsibilities

By placing an order, the customer agrees to:

  • Provide accurate contact and address information

  • Be available at the selected time for pickup or delivery

  • Treat staff and delivery personnel respectfully

10. Right to Refuse Service

We reserve the right to refuse or cancel any order in cases of:

  • Suspected misuse or fraudulent activity

  • Repeated failure to accept deliveries

  • Abusive or inappropriate behavior toward staff

11. Data Protection

  • Customer information is used only for order processing and communication.

  • We do not sell or share personal data with third parties, except where required to fulfill the service.

12. Acceptance of Terms

By placing an order on this website, the customer confirms that they agree to this Ordering & Service Policy.

Contact

For questions regarding your order, please contact us via: