Refund Policy

Last updated: 23 July 2026

How refunds work for reservations, deposits and card payments at Mezra, in line with the UK Consumer Rights Act 2015.

1. Your statutory rights

Under the Consumer Rights Act 2015, food and drink we serve must be of satisfactory quality, fit for purpose and as described. If it is not, you are entitled to an appropriate remedy. This policy explains how to claim that remedy and does not affect those rights.

2. Reservations and deposits

Standard reservations do not require payment. Where we hold a deposit (for example, large group bookings, special events or private hire), the deposit is fully refundable if you cancel at least 48 hours before your booking. After that point the deposit may be retained to cover the cost of the table or space being held.

Where a card is held as a guarantee rather than charged, nothing is taken unless the no-show or late-cancellation terms shown at booking apply.

3. Cancellations by us

If we have to cancel your booking for any reason, any deposit or pre-payment you have made will be refunded in full.

4. Dine-in

If something is wrong with a dish or drink during your visit, please tell a member of our team straight away. We would rather fix it on the spot than have you leave unhappy. Where a complaint is raised after the meal has finished, please email us with your bill reference within 14 days.

5. How refunds are paid

Refunds are returned to the original payment method through our payment provider, Fiserv, within 14 days of the refund being agreed. Depending on your bank, the refund may take 5 to 10 working days to appear on your statement.

6. Contact

For any refund question, call 01277 588999 or email info@themezra.co.uk with your booking reference.