Last Updated on : June 11, 2026

Thank you for choosing KOOKXTRA for your food purchases. We strive to provide you with the highest quality and satisfaction. In the event that you need to request a refund for your purchase, please review our fulfillment policy below.

(a). Eligibility for Refunds:

Refunds are not possible if the chef/entrepreneur has already accepted the orders due to the nature of perishable items (food products). However, the refunds are possible only for below reasons and within a certain time.

• Refunds are eligible within 24 hours of receiving or collecting or picking up the order.

• Incorrect or incomplete order delivered.

• Quality issues or product defects.

• Allergy-related concerns that were not accurately addressed.

• Non-compliance with dietary restrictions communicated during the order.

(b). Refund Request Process:

To request a refund, please follow these steps:

1. Contact our customer support team within 24 hours of receiving your order.

2. Provide the following order details:

   • Date of purchase

   • Orde number

   • Reason for the refund request

3. Please note that without this information, the refund process may be delayed.

4. You can reach us by email – info@kookxtra.com.

5. Our customer support team will review your request and respond within a maximum of 24 business hours with further instructions.

(c). Refund Resolution:

• If your refund request is approved, we will initiate the refund process through Stripe.

• Refunds will be issued to the original payment method used for the purchase.

• Please note that it may take 5-7 business days for the refunded amount to reflect in your account.

(d). Non-Refundable Items:

Certain circumstances may make an item ineligible for a refund, including:

• Consumed or partially consumed food items.

• Refund requests made after the 24-hour eligibility window.

• Customer dissatisfaction based on personal taste preferences or subjective evaluations.

(e) Modification or Cancellation:

• Order modifications can be done 24 hours prior to the scheduled delivery or pickup time.

• Any modifications made after this timeframe may not be accommodated, and refunds may not be applicable.

• Order cancellation is not possible if the order has been accepted by the chef/entrepreneur

• Order cancellation and a full refund is possible if the chef/entrepreneur rejects an order (f). TariniOS Platform — Fulfillment Policy for Entrepreneurs and Customers

f.1 Definition and Legal Identity of TariniOS

TariniOS is a registered trading name and proprietary AI-native commerce operating system owned, developed, and operated exclusively by Kookxtra (registered in the Netherlands, Chamber of Commerce KVK: 88788695, VAT/BTW: NL864779379B01, registered address: Antillenstraat 28H, 1058HB, Amsterdam, The Netherlands).

TariniOS enables independent Entrepreneurs to launch and operate their own branded storefronts, booking systems, product catalogues, payment flows, and digital services — all powered by Kookxtra's infrastructure. TariniOS is not a separate legal entity. All legal rights, obligations, and responsibilities under TariniOS remain solely with Kookxtra as the registered legal entity.

f.2 Scope

This section applies to:

(a). all independent entrepreneurs, businesses, and service providers (referred to as "Entrepreneurs") who operate storefronts, booking systems, or digital services through the TariniOS platform; and

(b). all individuals or entities (referred to as "Customers") who visit, browse, purchase, book, or interact with any storefront, booking page, or service powered by TariniOS.

This section serves as the umbrella fulfillment policy for all transactions, bookings, and service agreements conducted through TariniOS-powered storefronts. Where an Entrepreneur has published their own fulfillment, refund, or cancellation policy on their TariniOS storefront, that policy governs the specific transaction between the Customer and the Entrepreneur. In the absence of an Entrepreneur-specific policy, the provisions of this section apply.

f.3 Entrepreneur Fulfillment Obligations

Entrepreneurs operating on TariniOS are solely responsible for:

(a). the fulfilment of all orders, bookings, and service agreements placed through their TariniOS storefront, in accordance with the product descriptions, service details, pricing, and availability published on their storefront;

(b). maintaining accurate, complete, and up-to-date information regarding their products, services, pricing, availability, delivery timelines, and booking schedules on their TariniOS storefront;

(c). communicating clearly to Customers the applicable fulfillment, delivery, cancellation, and refund policies for their specific products and services before the Customer completes a purchase or booking;

(d). fulfilling orders and services within the timeframes and conditions stated on their storefront or as agreed with the Customer at the time of purchase;

(e). handling all Customer complaints, disputes, and refund requests relating to their products and services promptly and in accordance with applicable consumer protection laws;

(f). ensuring compliance with all applicable laws and regulations in their country of operation, including consumer rights legislation, distance selling regulations, and any sector-specific requirements relevant to their business;

(g). managing cancellations, rescheduling, and modifications in accordance with their published policy and applicable consumer protection laws.

Kookxtra is not responsible for the fulfilment, quality, accuracy, or legality of any product or service offered by an Entrepreneur on TariniOS. The Entrepreneur is solely liable to the Customer for all matters relating to fulfilment, delivery, and service performance.

f.4 Customer Refund and Cancellation Rights on TariniOS Storefronts

f.4.1 General Principle

When a Customer purchases a product, books a service, or places an order through a TariniOS-powered storefront, the refund and cancellation terms are determined by the Entrepreneur operating that storefront. Customers are advised to review the Entrepreneur's stated refund and cancellation policy before completing a purchase or booking.

f.4.2 Statutory Consumer Rights

Regardless of the Entrepreneur's individual policy, Customers retain all statutory consumer rights under applicable laws in their country of residence. Nothing in this fulfillment policy limits or excludes any rights that Customers hold under applicable consumer protection legislation, including but not limited to rights under EU Directive 2011/83/EU on consumer rights and the right of withdrawal for distance selling where applicable.

f.4.3 Eligibility for Refunds

Where an Entrepreneur has not published a specific refund policy, the following general principles apply:

• Refund requests should be submitted within 14 days of receiving, collecting, or completing the service or order.

• Refunds may be eligible in cases of incorrect or incomplete orders or services delivered.

• Refunds may be eligible in cases of quality issues or product defects.

• Refunds may be eligible where the product or service delivered materially differs from the description published on the TariniOS storefront.

• Refunds may be eligible in cases of non-fulfilment or cancellation by the Entrepreneur.

f.4.4 Non-Refundable Circumstances

The following circumstances may make a transaction ineligible for a refund:

• Consumed, used, or partially consumed products or services where no material defect exists.

• Refund requests made outside the applicable eligibility window.

• Customer dissatisfaction based on personal preference where the product or service was delivered as described.

• Digital products or downloadable content that has already been accessed or downloaded, unless a material defect exists.

• Customised or bespoke products or services created specifically for the Customer.

f.4.5 Booking Cancellations and Modifications

• Booking cancellations and modifications are subject to the Entrepreneur's published cancellation policy.

• Where no cancellation policy is stated, Customers may cancel a booking up to 24 hours before the scheduled appointment or service time for a full refund.

• Cancellations made within 24 hours of the scheduled time may be subject to a cancellation fee at the Entrepreneur's discretion.

• In the event of cancellation by the Entrepreneur, the Customer is entitled to a full refund.

f.5 Refund Request Process for TariniOS Storefronts

To request a refund for a purchase or booking made through a TariniOS-powered storefront:

1. Contact the Entrepreneur directly in the first instance using the contact details provided on their TariniOS storefront.

2. Provide the following details:

   • Date of purchase or booking

   • Order or booking reference number

   • Name of the TariniOS storefront

   • Reason for the refund request

3. The Entrepreneur will review your request and respond within a reasonable timeframe in accordance with their published policy or within 5 business days where no policy is stated.

4. If the matter is not resolved satisfactorily by the Entrepreneur, the Customer may escalate the complaint to Kookxtra at info@kookxtra.com. Kookxtra will assume a mediating role where appropriate.

f.6 Refund Resolution for TariniOS Storefronts

• Where a refund is approved, it will be processed through the original payment method used at the time of purchase.

• Refunds are processed through Kookxtra's payment infrastructure on behalf of the Entrepreneur.

• It may take 5–10 business days for the refunded amount to reflect in the Customer's account depending on the payment method and financial institution.

• Kookxtra's role in the refund process is strictly limited to facilitating the payment infrastructure. The financial liability for any approved refund rests solely with the Entrepreneur.

f.7 Kookxtra's Role and Liability Limitation

Kookxtra operates solely as the technology infrastructure provider for TariniOS-powered storefronts and is not a party to the transaction between the Customer and the Entrepreneur. Kookxtra:

(a). is not responsible for the quality, accuracy, legality, availability, or fulfilment of any product or service offered by an Entrepreneur on TariniOS;

(b). is not liable for any loss, damage, injury, or claim arising from an Entrepreneur's failure to fulfil an order or service;

(c). may assume a mediating role in disputes between Customers and Entrepreneurs where appropriate but is under no obligation to do so;

(d). reserves the right to suspend or terminate an Entrepreneur's TariniOS access where repeated fulfilment failures, Customer complaints, or non-compliance with this policy are identified.

f.8 Contact

For any queries relating to fulfillment, refunds, or cancellations on TariniOS-powered storefronts:

Step 1 — Contact the Entrepreneur directly using the contact details on their TariniOS storefront.

Step 2 — If unresolved, contact Kookxtra:

Email: info@kookxtra.com

Website: www.kookxtra.com

Address: Antillenstraat 28H, 1058HB, Amsterdam, The Netherlands

Please note that this fulfillment policy is subject to change. We appreciate your understanding and cooperation in adhering to these guidelines.