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Refund, Cancellation & Returns Policy

Tusok Usok — operated by The 4101 Food Corporation

SEC Registration No. 2026060255191-00

Registered Office: One Corporate Center, Ortigas Center, Pasig City, Metro Manila

1. Our Commitment

We cook food to order. If we get it wrong, we fix it — no arguments, no runaround.

 

This policy explains when you are entitled to a replacement, a refund, or a cancellation, how to request one, and how long it takes. It applies to every channel we sell through, and it is written to comply with Republic Act No. 7394 (Consumer Act of the Philippines), Republic Act No. 11967 (Internet Transactions Act of 2023) and its Implementing Rules, and the Civil Code of the Philippines.

 

We do not operate a "No Return, No Exchange" policy. Such a policy is prohibited under Philippine law. Your statutory rights to repair, replacement, or refund cannot be waived by anything written on this page, on a receipt, on a menu, or on a signboard.

2. Scope

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Generally speaking, a Refund Policy often addresses these types of issues: the timeframe for asking for a refund; will the refund be full or partial; under which conditions will the customer receive a refund; and much much more.

Different rules apply to each. Find your channel below.

3. Your Rights in Every Channel

Regardless of how you ordered, you are entitled to a replacement or a full refund — at your option — if the food you receive is:

 

  • Spoiled, contaminated, or unsafe to eat;

  • Materially different from what you ordered (wrong item, wrong variant, wrong quantity);

  • Missing from your order;

  • Undercooked, or delivered outside safe temperature conditions;

  • Not fit for ordinary consumption for any other reason attributable to us.

 

You will not be charged for the return of a defective item, and we will not require you to return spoiled or unsafe food before we act.

 

Change of mind is a separate matter. Because prepared food is perishable and cooked to order, we are not legally required to refund a correctly prepared order simply because you changed your mind. Where we can do so without waste, we will still try to help — see Section 8.

4. Channel A — On-Site Purchases

Report within 2 hours of purchase, or before more than half the item has been consumed, whichever comes first.

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What we need from you: your official receipt or order number, and the item itself (or a photo of it, if you have already disposed of it).

 

On-site refunds are issued in the same form as payment. Cash payments are refunded in cash at the stall. Electronic payments are reversed to the source account.

5. Channel B — Online Orders on tusokusok.com

5.1 Cancelling before we start cooking

You may cancel any order free of charge at any time before it enters preparation. Once an order is marked "Preparing" in your order status, ingredients have been committed and the order can no longer be cancelled without charge.

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5.2 Delivery problems

Report within 1 hour of delivery (or of the scheduled delivery time, if the order never arrived).

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5.3 Uncollected pick-up orders

Pick-up orders not collected within 2 hours of the confirmed ready time are treated as completed and are not refundable, as the food can no longer be safely held or resold.

6. Channel C — Third-Party Delivery Platforms

Orders placed through GrabFood, foodpanda, or any similar platform are governed by that platform's own refund and cancellation policy, because the platform is your counterparty for payment and delivery.

 

File your claim in the platform's app first. Then message us with your platform order number — we will confirm what happened on the kitchen side and support your claim directly with the platform. Where the fault is clearly ours, we will not contest a refund.

7. Channel D — Catering & Event Bookings

Catering is different. We buy ingredients, block staff, and turn away other bookings for your date. Cancellation terms reflect the costs we actually incur, not a penalty.

7.1 Booking and payment

  • A 50% reservation deposit confirms your date. Dates are not held without it.

  • The balance is due 3 calendar days before the event.

  • Final guest count and menu lock 7 calendar days before the event. Increases after lock are accommodated subject to capacity; decreases after lock are not refundable.

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7.3 Rescheduling

One reschedule is free if requested 15 or more days before the event and the new date falls within 6 months. Later reschedules are treated as a cancellation followed by a new booking, though we will apply what we can toward the new date.

7.4 Cancellation by us

If we cancel for any reason within our control, you receive a 100% refund of all amounts paid plus, at our discretion, a goodwill credit toward a future booking.

7.5 Force majeure

If either party cannot proceed because of typhoon, flood, earthquake, government-declared suspension of work or classes covering the event location, power or water outage at the venue, civil disturbance, or a public health order:

 

  • Amounts paid are credited in full toward a rescheduled date within 12 months; or

  • Where rescheduling is impossible, amounts paid are refunded less documented, non-recoverable costs already incurred (typically perishable ingredients already procured). We will show you the receipts for any deduction.

7.6 Service quality issues at the event

Report on-site to our event lead so we can correct it immediately. Where a dish is unsafe, materially non-conforming, or not served, we refund the affected portion on a per-serving or per-tray basis. Claims raised after the event must be filed within 48 hours with photographs and specifics.

8. Goodwill Remedies

Where we are not legally required to refund but you have had a bad experience, we may still offer a replacement, a store credit, or a partial refund. This is discretionary, is decided case by case, and does not create a precedent or waive any term of this policy.

9. How to Request a Refund

Step 1 — Contact us within the applicable window:

 

 

Step 2 — Send us:

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Step 3 — We acknowledge within 24 hours and resolve within 7 calendar days of receiving complete information. If we need longer, we will tell you why and give you a date.

 

This is our internal redress mechanism as required under the Internet Transactions Act. Please use it before escalating — most issues are resolved at this step.

10. Refund Processing Times

Refunds are returned to the original payment method. We do not force store credit on you.

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Card refunds depend on your bank's posting cycle, which is outside our control. If nothing has appeared after 15 banking days, contact us with your order reference and we will trace it.

11. What Is Not Refundable

  • Correctly prepared orders where the only issue is a change of mind or a change in taste preference;

  • Items reported outside the applicable reporting window in Sections 4, 5, and 7;

  • Damage or spoilage caused after handover by improper storage, reheating, or handling;

  • Pick-up orders not collected within the stated window;

  • Delivery fees where delivery was completed successfully and the food was conforming;

  • Third-party platform service fees, which are charged and controlled by the platform;

  • Custom, personalised, or specially sourced items already produced to your specification, except where Section 3 applies.

 

None of the above limits your rights under Republic Act No. 7394 where an actual defect or imperfection exists.

12. Food Safety Incidents

If you believe you have suffered a foodborne illness from our products, contact us immediately on [+63 947 797 0190] and seek medical attention. Preserve any remaining food and packaging, and keep your medical records and receipts.

 

We treat these reports as urgent. We will investigate, cooperate fully with the Food and Drug Administration and the local health office, and act in accordance with Republic Act No. 10611 (Food Safety Act of 2013) and the Consumer Act. Refunds in these cases are automatic and do not require you to argue your case.

13. Escalation

If you are not satisfied with our resolution, you may escalate to:

 

  • DTI Consumer Care — 1-384 (1-DTI) · consumercare@dti.gov.ph · https://www.dti.gov.ph

  • DTI Fair Trade Enforcement Bureau — for consumer complaints under RA 7394

  • DTI E-Commerce Bureau — for online transactions under RA 11967

  • FDA Philippines — for food safety concerns

 

Nothing in this policy limits your right to pursue remedies under Philippine law.

14. Data Privacy

Information you give us in a refund request is processed solely to evaluate and settle your claim, and is retained in line with Republic Act No. 10173 (Data Privacy Act of 2012) and our Privacy Policy. We do not use it for marketing without your consent.

15. Changes to This Policy

We may update this policy. The version in force is the one published on this page on the date of your transaction. Material changes will be posted here with a revised "Last Updated" date. Changes do not apply retroactively to orders already placed.

16. Contact

The 4101 Food Corporation (operating as Tusok Usok), One Corporate Center, Ortigas Center, Pasig City

Email: tusokusok4101@gmail.com

Mobile: +63 947 797 0190

Customer service hours: Mon–Sun, 10:00 AM – 8:00 PM

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