Refund policy

Last updated 1 August 2026

At Cuseho (Culinary Service House), we understand that plans can change, and we do our best to accommodate them. Because every menu is cooked to order for your date, our terms are based on how much notice you give us rather than on returning a product. Once food has left our kitchen it cannot be returned or exchanged. Below are our refund and rescheduling terms.

What This Policy Covers:

Full-Service Buffet
Wedding & Gala Buffet
Mini Buffet & Social Platters
Individual Boxed Meals (Bentos)
Event Equipment Rental
Styling, Set-Up & Other Event Services

Cancellation & Rescheduling (All Catering Packages):

More than 21 days before the event: Credit reservation, or a full refund minus a one-time S$250 processing fee.
15 to 21 days before the event: Credit reservation, or a full refund minus a one-time S$350 processing fee.
9 to 14 days before the event: 50% of the total package price is refunded.
6 to 8 days before the event: 40% of the total package price is refunded.
4 to 5 days before the event: 20% of the total package price is refunded.
3 days or less before the event: No refund is provided.

Notice is counted from the day we receive your written cancellation or rescheduling request, by email or WhatsApp, to your event date. The processing fee is a one-time cancellation charge deducted from your refund, separate from any delivery fee. It covers the ingredients, scheduling and coordination already committed to your event.

Rescheduling, Credit & Small Orders:

Rescheduling to a new date: Available only in the first two tiers above, where a credit reservation is offered. From 14 days before your event onwards, rescheduling is no longer possible and only the refund percentages above apply.
Credit reservation validity: 6 months from your original event date, usable against any Cuseho package of equal or greater value.
Individual Boxed Meals (Bentos) and Mini Buffet & Social Platters: The processing fee is capped at 20% of your order value, so a smaller drop-off order is never charged the full fee. All other terms above apply unchanged.

Event Equipment Rental:

Once payment is made: Rental items are strictly non-refundable. This covers plates, glasses, cutlery, tables, chairs and all equipment arranged through Cuseho.

Add-Ons, Guest Count & Dietary Requests:

Additions to a confirmed booking: Extra guests, added menu items or extra equipment must be paid before the event day to be confirmed.
Reductions to your guest count: Follow the cancellation tiers above, calculated on the value of the portion removed.
Menu changes after consultation: May incur additional charges once the menu is finalised.
Dietary requirements: Please inform us at least 72 hours before your event so we can accommodate them properly.

If Something Is Wrong With Your Order:

Tell us within 24 hours of handover: Email or WhatsApp us with your order number, a short description, and photographs where possible. Because food is perishable, we are not able to assess a complaint raised after this window.
If we got it wrong: A missing dish, the wrong package delivered, or food that did not meet our standard. We will make it right with a replacement, a partial refund of the affected portion, or a credit toward a future booking.
Best of all, tell us on the day: Raise anything you notice with the team on site, or with our driver for drop-off orders. Issues caught in the first few minutes are usually the ones we can still fix there and then.

Delivery Fees:

Orders S$200 and above: Free delivery.
Orders S$180 to S$199.99: S$10 delivery fee.
Orders below S$180: S$25 delivery fee.
Where a refund is due: The delivery fee is refunded only if your order has not yet been dispatched. We deliver within Singapore only.

How Refunds Are Issued:

Method and timing: Approved refunds are returned to the original payment method within 7 working days of approval, plus your bank or card issuer's own processing time.
Amount: Refunds are calculated on the package price paid. Any processing fee set out above is deducted before the refund is issued.

If We Are Unable To Deliver:

Something on our side: Choose a full refund of the amount paid, or a credit reservation for a future date, with no processing fee.
Circumstances outside anyone's control: Extreme weather, a public health directive or a venue closure. We will work with you to reschedule at no processing fee wherever we can.

Additional Information:

We understand that unforeseen circumstances can occur, and we handle such instances on a case-by-case basis. We encourage you to contact us by email at info@bonvivantgroup.sg or on WhatsApp at +65 8060 5998 to discuss your specific situation. We are committed to working with you to find the best possible solution.

This policy sits alongside our Terms of Service, which governs your booking. Where the two overlap, the Terms of Service applies. It is designed to protect both your interests and ours while maintaining our commitment to quality service and customer care. We appreciate your understanding and look forward to serving you.