Refund Policy

At Swiss Chalet, we are committed to ensuring your satisfaction with our products and services. This Refund Policy outlines the procedures and conditions for refunds when you order food and related products through our website (swisschalet.ca), mobile applications, or by phone for delivery or pickup.

Please read this Refund Policy carefully before placing an order with us. By placing an order, you agree to be bound by the terms of this Refund Policy.

1. Order Satisfaction Guarantee

Your satisfaction is our priority. If you are not completely satisfied with your order for any reason, please contact us immediately. We will make every reasonable effort to resolve the issue to your satisfaction.

1.1 Eligible Situations for Refunds

You may be eligible for a full or partial refund in the following situations:

• Incorrect Order: If you received items that you did not order or if items from your order are missing.
• Quality Issues: If the food quality does not meet our standards (e.g., food is cold when it should be hot, undercooked, or otherwise not properly prepared).
• Late Delivery: If your order is delivered significantly later than the estimated delivery time provided at checkout (more than 30 minutes past the estimated time) without prior notification from us.
• Damaged Products: If your order arrives damaged or compromised in a way that affects its edibility or enjoyment.
• Allergic Reactions: If you specified allergen requirements that were not properly addressed, resulting in a product unsuitable for consumption.

1.2 Non-Eligible Situations for Refunds

The following situations are generally not eligible for refunds:

• Personal preference or taste issues, provided the food was prepared correctly according to the menu description.
• Orders where more than 50% of the food has been consumed, unless there is a significant quality issue affecting the entire order.
• Complaints received more than 24 hours after delivery or pickup of the order.
• Issues related to third-party delivery services that are not directly partnered with Swiss Chalet.
• Cancelled orders where preparation has already begun (partial refunds may be considered).

2. Refund Process

2.1 How to Request a Refund

To request a refund, please follow these steps:

1. Contact our Customer Support team as soon as possible after receiving your order:
   • Phone: +442187393882
   • Email: [email protected]
   • Through the 'Contact Us' form on our website
   • Via our mobile app's support feature
2. Provide the following information:
   • Order number
   • Date and time of order
   • Detailed description of the issue
   • Photos of the order (if applicable and possible)

2.2 Review Process

Once we receive your refund request, we will:

1. Acknowledge receipt of your request within 24 hours.
2. Review your order details and the information provided.
3. May contact you for additional information if necessary.
4. Make a determination regarding your refund request within 3 business days.

2.3 Types of Resolutions

Depending on the nature and severity of the issue, we may offer one or more of the following resolutions:

• Full Refund: A complete refund of the order amount, including taxes and delivery fees.
• Partial Refund: A refund for specific items that were problematic, missing, or incorrect.
• Replacement: A replacement of the affected items delivered to you at no additional cost.
• Store Credit: Credit added to your Swiss Chalet account for use on future orders.
• Discount Coupon: A coupon code providing a discount on a future order.

3. Refund Processing

3.1 Refund Methods

Refunds will typically be processed to the original payment method used for the order:

• Credit/Debit Card Payments: Refunded to the same card used for purchase.
• Digital Wallet Payments (e.g., Apple Pay, Google Pay): Refunded to the same digital wallet account.
• Gift Card or Store Credit Payments: Refunded as store credit to your Swiss Chalet account.

3.2 Refund Timing

Once approved, refunds will be processed within the following timeframes:

• We will initiate the refund within 1-2 business days after approval.
• Credit/Debit Card refunds typically take 3-10 business days to appear on your statement, depending on your financial institution.
• Digital Wallet refunds typically appear within 1-5 business days.
• Store credits and gift card refunds are applied immediately to your account.

4. Cancellation Policy

4.1 Cancellation Timeframe

You may cancel your order and receive a full refund under the following conditions:

• Before Order Confirmation: 100% refund if you cancel before we confirm your order.
• After Order Confirmation but Before Preparation: 100% refund if you cancel after order confirmation but before we begin preparing your food.
• During Preparation: Partial refund may be available, depending on the preparation stage. Certain costs may be deducted for ingredients and labor already utilized.
• After Preparation Has Been Completed: Cancellations at this stage are generally not eligible for refunds, as the food has already been prepared specifically for your order.

4.2 How to Cancel an Order

To cancel an order, please:

1. Log into your account on our website or mobile app and select the option to cancel the order (if available for your order status).
2. Call our Customer Support team at +442187393882 immediately.
3. Respond to the order confirmation email with a cancellation request.

Please note that once an order has been dispatched for delivery, it generally cannot be cancelled for a refund.

5. Special Circumstances

5.1 Promotional Items and Discounts

For orders that include promotional items, discounts, or special offers:

• If a refund is issued for an order that qualified for a promotional discount, the refund amount will be adjusted to account for the discount appropriately.
• Free or promotional items that are part of a qualifying purchase may not be eligible for cash refunds but may be replaced if defective or incorrect.

5.2 Large Orders and Catering

For large orders (typically over $200) or catering orders:

• Cancellations must be made at least 24 hours before the scheduled delivery or pickup time to be eligible for a full refund.
• Cancellations made with less than 24 hours' notice may be subject to a cancellation fee of up to 50% of the order value.
• Specific refund terms for large catering orders may be provided at the time of order placement and may supersede this general policy.

6. Exceptions and Limitations

While we strive to ensure your satisfaction, there are certain limitations to our refund policy:

• We reserve the right to limit or refuse refunds if we detect abuse of our refund policy or fraudulent activity.
• Refunds for orders placed using third-party platforms (such as food delivery apps not operated by Swiss Chalet) are subject to the refund policies of those platforms.
• During extreme weather conditions, major public events, or other circumstances beyond our control that may affect delivery times, our standard delivery time guarantees may be temporarily suspended.
• We reserve the right to offer store credit or replacement instead of monetary refunds in certain situations, at our discretion.

7. Amendments to the Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting the updated policy on our website. It is your responsibility to review this policy periodically for changes. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.

8. Contact Information

If you have any questions about our Refund Policy, please contact us at:

Swiss Chalet
54 Tom Mount, Peterfort, TN31 7BY
Canada
Email: [email protected]
Phone: +442187393882

Our customer service team is available:

Monday-Sunday: 10:00 AM - 10:00 PM EST