Cancellation and refunds

You can cancel an order free of charge until the kitchen starts preparing it: call the branch the order was placed with right away, or email sushifamily2024@gmail.com with the order number. If the order is already paid, we refund the full amount.

Dishes are made to order, so once preparation has started the order cannot be cancelled and its price is not refunded.

If we cannot fulfil an order (a dish has run out, the address is outside the delivery zone, a technical pricing error), we tell you and refund the full amount paid or the price of the items we could not provide.

Dishes are short shelf-life products, so dishes of proper quality are not returned or exchanged once handed over.

If the order is wrong or something is off with a dish, tell the branch on receipt or right after, with a photo if you can. For a justified complaint we replace the dish or refund its price.

A card payment made on the website is refunded to the same card through Bank of Georgia. We issue the refund within 3 working days of the decision; how long it takes to arrive depends on the bank that issued the card, usually up to 10 working days.

A payment made through a branch payment link is refunded the same way it arrived. We do not refund in cash. An amount entered on a branch link above or below the order total is not refunded (offer, clause 5).

Zones, timing and pickup are described on the Delivery page (/delivery). Delivery by Yandex courier is paid to the courier directly, so we do not refund it: that money never reaches us.

Individual entrepreneur Alisa Abakelia (Sushi Family), identification number 62006061583. Email: sushifamily2024@gmail.com. Branch addresses and phone numbers are at the bottom of the page.