Our policy on refunds, cancellations, and returns.
Last updated: April 2026
This policy applies to all purchases, reservations, and orders made at OBSIDIAN 17, operated by Eclipse Encantado Unipessoal Lda., Caminho João Fernandes Correia, 39, Seixal, Madeira, Portugal (NIF: 518139204). By making a purchase or reservation at our establishment, you agree to the terms set out below.
As is standard in the food and beverage industry, items that have been prepared and served are non-refundable once consumed. If you are dissatisfied with any item served to you, please notify a member of our staff immediately so we can address the issue promptly. We are committed to resolving any valid complaints at the time of service, which may include replacing the item or removing it from your bill at our discretion.
If an item delivered to you is incorrect (i.e. does not match what was ordered) or is reasonably deemed to be of unsatisfactory quality, we will replace it or offer a credit towards your bill. Requests must be raised before the item is substantially consumed. We are not able to process refunds or replacements for items based solely on personal taste preferences where the item was prepared as described on the menu.
For takeaway orders, any complaint regarding an incorrect or unsatisfactory item must be raised on the day of purchase, before the order leaves the premises where possible. If you discover an issue after leaving, please contact us at contact@eclipseencantado.com as soon as possible with a description of the problem. We will assess each case individually and may offer a replacement, credit, or partial refund at our discretion.
Where a deposit or advance payment is taken for a special order, event, or group reservation, the following conditions apply:
Cancellations made more than 48 hours in advance will receive a full refund of any deposit paid.
Cancellations made between 24 and 48 hours in advance will receive a 50% refund of any deposit paid.
Cancellations made less than 24 hours in advance or no-shows will forfeit the deposit in full, as preparation costs will have already been incurred.
We understand that exceptional circumstances arise. Cancellations due to verified medical emergencies or circumstances beyond your control will be assessed on a case-by-case basis.
For private events or group bookings with a confirmed minimum spend or pre-agreed menu, cancellation terms will be outlined in the booking confirmation. In the absence of specific written terms, the conditions in Section 5 apply.
Where payments are made online through our website or a third-party payment platform, refunds will be processed back to the original payment method within 5 to 10 business days of approval, subject to the conditions outlined in this policy. Processing times may vary depending on your bank or payment provider.
To request a refund or raise a complaint, please contact us at:
Eclipse Encantado Unipessoal Lda., trading as OBSIDIAN 17
Caminho João Fernandes Correia, 39, Seixal, Madeira, Portugal
NIF: 518139204
contact@eclipseencantado.com
Please include your name, date of visit or order, description of the issue, and any supporting information. We aim to respond to all refund requests within 5 business days.
Nothing in this policy affects your statutory rights under Portuguese consumer law or applicable European Union consumer protection regulations.