Complaint Policy

We're committed to exceptional experiences, but as hard as we try, keeping every aspect of your experiences perfect and under control is hard. This can lead to issues during your service and dissatisfied guests. Our complaint policy outlines how we handle and resolve escalations transparently and fairly for guests and Chefs alike.

When can a complaint be submitted?

Guests can submit feedback within 24 business hours after their service is concluded. When a complaint is raised, payment will be temporarily paused, and the Chef will promptly be notified of the allegations.

Guests and Chefs can provide evidence to support their claims for 24 business hours after a complaint is raised. Failure to respond or provide evidence may impact the outcome.

With the information received, Take a Chef will determine a resolution within 24 business hours. Thus, complaints are resolved in 72 business hours post-service.

If feedback is not received within this timeframe, we will automatically file the experience as successful, in which case we will proceed with the Chef's payment.

Chef's Tip: Feedback goes both ways. If any Chef has something to note about a guest’s behavior, complaints will be managed with the same attention and could lead to vetos or banning if deemed necessary.

How are complaints managed?

• Initial Response: Once a complaint is raised, we will acknowledge the guest's input and launch an investigation. In this step, we may request more details or evidence.
• Payout Hold: Payment for the service will be temporarily paused until the investigation concludes. Depending on the outcome, Chef payments will be processed no longer than 72 hours post-service. Clearing timeframes may vary for different banking institutions.
• Chef's Input: Guest feedback and evidence will be shared with the Chef, and we will hear their side of the story. Chefs are encouraged to provide detailed responses, plus any relevant documentation. Suggestions for resolution or compensation are also welcome.
• Case Analysis: Our team will review all information objectively, aiming to protect each party's interests with the fairest outcome. Guest's proposals for compensation will be considered.
• Final Resolution: After thorough analysis, we will communicate the outcome to both parties. This may include compensation details.
• Payment Processing and Further Actions: Following the resolution, we will process the Chef's payment and make any necessary adjustments. If applicable, profile penalties will be communicated at this stage.

How is compensation determined?

Just because a complaint was presented, does not mean compensation will be granted to our guests. However, when deemed necessary, the gravity of the situation will define the type of refund the guests will be credited, this amount will be deducted out of the Chef's payment.

The types of compensation include:

• Partial Refund: Applied if agreed-upon service details were not met or service level agreements were breached. Failing to deliver the selected menu, or skipping over details of your experience are breaks in quality that could result in a partial refund.
• Full Refund: In cases of severe service failure, including no-shows, altercations, or acts of violence. Staying positive and communicating timely can always open new opportunities to resolve issues before they arise.

Remember, this policy is designed to maintain trust and quality within our community, ensuring both guests and Chefs have a positive and fair resolution.