At Musafir Khana Hotel & Restaurant, we strive to provide every guest with a high-quality dining experience. Our team is committed to ensuring your satisfaction with our food and service, whether you are dining in, ordering takeout, or receiving a delivery. However, we understand that issues may occasionally arise. This policy outlines the terms and conditions under which refunds, replacements, or other resolutions may be offered.
For dine-in customers, we kindly request that you inspect your meal upon being served. If there are any concerns with your food, such as incorrect items, undercooked meals, or quality issues, please inform our staff immediately. We will make every reasonable effort to correct the issue on the spot by:
Replacing the meal with a new one
Offering an alternative item of equal value
Adjusting the bill accordingly
Refunds for dine-in orders are generally not provided unless a replacement or adjustment is not feasible due to the nature of the issue.
For takeaway orders, we encourage you to check your order before leaving the premises. If you notice a problem after leaving, please contact us within 1 hour of pickup. Refunds or replacements may be issued in the following cases:
The wrong item was packed
The food is inedible due to preparation errors
Items are missing from the order
To process any resolution, we may request photographic evidence of the issue. If the complaint is valid, we will offer one of the following options:
A full or partial refund
A replacement item for pickup
A credit voucher for future orders
We do not offer refunds for food that has been consumed significantly or stored improperly after pickup.
If you receive a delivery that is incorrect, missing items, or otherwise unsatisfactory, please contact us immediately at the number provided with your order. Complaints must be made within 1 hour of receiving your delivery. We will investigate each complaint fairly and may offer:
A redelivery of the correct item
A partial or full refund
A credit for a future order
Please note, delivery fees are non-refundable once the delivery has been completed. Refunds are also not applicable for delays caused by third-party delivery services beyond our control, such as traffic or weather conditions.
We do not offer refunds or exchanges based on personal taste preferences once the food has been prepared as per the order. Refunds will also not be issued if the complaint is made several hours or days after the food has been consumed or discarded.
All refund decisions are made at the sole discretion of Musafir Khana Hotel & Restaurant management. Our goal is to resolve every issue in a fair and timely manner.
To report an issue or request a refund, please contact us through one of the following methods:
Phone: +880 1602-058942
Email: contact@musafirkhana.net
Visit Us: Abdullah Al Mafi Plaza, 44 Sonargaon Janapath, Diabari Golchottor, Uttara, Dhaka
Please include the following in your message:
Order number or receipt
Time and date of the order
A clear explanation of the issue
Photos (if applicable)
We aim to respond to all complaints within 24–48 hours.
Last updated: 23 May 2025
Thank you for choosing Musafir Khana Hotel & Restaurant. Your satisfaction is our top priority.
