Delivery, Cancellation & Refund Policy

Delivery area and estimates

Delivery is available only within the radius shown at checkout for the selected NENA outlet. The estimate begins after payment confirmation and kitchen acceptance. Traffic, weather, demand and access to the address may affect arrival time.

Address responsibility

Customers must provide a complete address and accurate map pin. We may contact you by WhatsApp. Extra delivery cost caused by a materially incorrect or changed location must be agreed before delivery continues.

Cancellations

You may request cancellation before the kitchen starts preparation. Because food is made to order, cancellation is normally unavailable after preparation begins. A cancelled or expired Xendit checkout does not send the order to the kitchen.

Missing, incorrect or damaged items

Contact NENA as soon as possible, preferably within 24 hours, with the order number and a photo when relevant. We will review the kitchen record and delivery details.

Refunds

Approved issues may be resolved by replacement, NENA credit or refund to the original payment method. Bank processing times are outside NENA’s control; approved card or QRIS refunds may take up to 14 business days to appear.

Contact

Email admin@nena.cafe or contact the selected outlet through our Contact page.