Refund Policy - Swiss Chalet

Our Commitment to Satisfaction

At Swiss Chalet, we take pride in providing high-quality food and exceptional service. Your satisfaction is our priority, and we are committed to ensuring that every dining experience meets your expectations. This Refund Policy outlines the conditions under which we offer refunds, credits, or replacements for orders placed through our website, mobile application, or by phone.

Refund Eligibility

Quality Issues

We accept refund requests when:

The food quality does not meet our standards (e.g., undercooked, overcooked, spoiled);
The order is missing items that were charged;
The order contains incorrect items;
The food arrives at an unacceptable temperature (cold when it should be hot, or vice versa); or
The order contains items that do not match the description provided on our menu.

Delivery Issues

Refunds may be provided when:

The delivery takes significantly longer than the estimated delivery time (over 30 minutes beyond the estimate without prior communication);
The order is damaged during delivery due to improper packaging or handling; or
The delivery is not completed (e.g., driver unable to locate address, driver cancellation).

System or Technical Errors

We will provide refunds for:

Duplicate charges for the same order;
Incorrect pricing due to system errors;
Orders that were not received by our restaurant due to technical issues; or
Other technical malfunctions that result in order problems.

Refund Request Timeframe

To be eligible for a refund:

Immediate Issues (Missing/Incorrect Items, Quality Issues): Please contact us within 30 minutes of receiving your order.
Delivery Issues: Please report within 1 hour of the scheduled delivery time.
Billing Discrepancies: Please notify us within 7 days of the charge appearing on your account.

We strongly recommend reporting any issues as soon as possible to allow us to address them promptly.

How to Request a Refund

If you experience an issue with your order, you can request a refund through the following channels:

1. Phone Support

Call our customer service team at +1 (512) 907-8247 during our business hours (10:00 AM - 10:00 PM EST, seven days a week).

2. Email

Send an email to [email protected] with the following information:

Order number
Date and time of order
Description of the issue
Photos of the problem (if applicable)
Your contact information

3. Contact Form

Submit a refund request through the Contact Us form on our website.

4. In-App Support (Mobile App Users)

Open your Swiss Chalet mobile app, navigate to "Order History," select the problematic order, and tap "Report a Problem."

Required Information for Refund Requests

To process your refund request efficiently, please provide:

Your name and contact information
Order number (found on your receipt or confirmation email)
Date and time of the order
Specific items that were problematic
Detailed description of the issue
Photos of the problem (if applicable)
Your preferred resolution (refund, replacement, or credit)

Refund Process

Review and Verification

Once we receive your refund request, our customer service team will:

Review your order details
Verify the reported issue
May contact you for additional information if needed
Make a determination regarding your refund request

Resolution Options

Based on the nature of the issue, we may offer one or more of the following resolutions:

Full Refund: The entire order amount will be refunded to your original payment method.
Partial Refund: A refund for specific items that did not meet standards.
Store Credit: A credit applied to your account for use on future orders.
Replacement: We may offer to replace the problematic items at no additional cost.
Discount on Future Order: A percentage or dollar amount discount on your next purchase.

Processing Time

If your refund request is approved:

We will process the refund within 1-2 business days after approval.
The time it takes for the refund to appear in your account depends on your payment provider:
- Credit Cards: 3-5 business days
- Debit Cards: 1-3 business days
- PayPal/Digital Wallets: 1-2 business days
Store credits will be applied to your account immediately.

Non-Refundable Situations

Refunds may be denied or limited in the following situations:

Significant Consumption: If the majority of the order has been consumed.
Late Reporting: Issues reported after the timeframe specified in our policy.
Subjective Preferences: Dissatisfaction based solely on personal taste preferences when the food was prepared according to menu descriptions.
External Factors: Delivery delays due to severe weather conditions, natural disasters, or other circumstances beyond our control (though we may still offer compensation as a goodwill gesture).
Incorrect Information: Issues arising from incorrect delivery information provided by the customer.
Third-Party Orders: Orders placed through third-party delivery services (in these cases, refund requests should be directed to the delivery service).

Special Circumstances

Catering Orders

For catering orders (orders over $150):

Cancellations made at least 24 hours before the scheduled delivery time will receive a full refund.
Cancellations made less than 24 hours before delivery are eligible for a 50% refund.
Quality or delivery issues follow the same policy as standard orders.

Promotional Items and Discounts

For orders that include promotional items or discounts:

Refunds will be based on the actual amount paid after any discounts were applied.
Free items received as part of a promotion are not eligible for cash refunds.
If a qualifying item for a promotion is refunded, the promotional discount may be adjusted accordingly.

Customer Satisfaction Guarantee

At Swiss Chalet, we stand behind the quality of our food and service. If you're not completely satisfied with your experience for any reason, please let us know, and we'll do our best to make it right.

While we aim to follow the refund guidelines outlined in this policy, we recognize that each situation is unique. Our customer service team has the discretion to offer appropriate resolutions on a case-by-case basis to ensure your satisfaction.

Repeat Refund Requests

We monitor refund patterns to ensure the fair use of our policy. In cases of excessive or suspicious refund requests, we may:

Require additional verification
Limit future refund eligibility
Offer alternative compensation methods
In extreme cases, restrict account ordering capabilities

Gift Cards and Promotional Credits

Please note the following regarding gift cards and promotional credits:

Gift card purchases are non-refundable once the card has been delivered or the code has been sent.
Unused gift card balances can be used for future purchases but cannot be converted to cash.
Promotional credits (such as loyalty rewards or compensation for previous issues) are non-transferable and non-refundable.

Policy Updates

We may update this Refund Policy from time to time. Any changes will be posted on this page with a revised "Last Updated" date. By continuing to use our services after such revisions are in effect, you accept and agree to the revised policy.

Contact Information

If you have any questions or concerns about this Refund Policy, please contact us at:

Swiss Chalet
2374 Mayert Field Suite 918
Port Jermain, NU K2A 5R4
Canada

Email: [email protected]
Phone: +1 (512) 907-8247