Refund Policy

1. General Refund Policy

At Swiss Chalet, customer satisfaction is our top priority. We understand that sometimes issues may arise with your order. This Refund Policy outlines the conditions under which we provide refunds for our fried chicken delivery service in Canada.

By placing an order with Swiss Chalet, you agree to the terms of this Refund Policy. We reserve the right to modify this policy at any time, with changes becoming effective upon posting to our website.

2. Conditions for Refunds

We are committed to delivering high-quality food and service. Refunds may be issued under the following circumstances:

2.1 Order Quality Issues

• Food delivered in unacceptable condition (cold, undercooked, or spoiled)
• Missing items from your order
• Incorrect items delivered compared to what was ordered
• Foreign objects found in food

2.2 Delivery Issues

• Excessive delivery delays (over 60 minutes beyond the estimated delivery time)
• Order never delivered but marked as delivered in our system
• Delivery to incorrect address despite correct address being provided at checkout

2.3 Technical and Billing Issues

• Duplicate charges for the same order
• Incorrect amount charged
• Technical issues that resulted in unintended orders

3. Refund Options

Depending on the circumstances, we may offer one of the following types of refunds:

3.1 Full Refund

A complete refund of the order amount, including delivery fees and taxes, may be issued in cases of:

• Orders that were never delivered
• Completely inedible food due to quality issues
• Duplicate charges
• Severe allergic reactions due to incorrect ingredients (despite allergies being specified)

3.2 Partial Refund

A partial refund may be issued in cases where:

• Only certain items in your order had quality issues
• Missing items (refund for the cost of those specific items)
• Significant delivery delay but food was accepted

3.3 Store Credit

In some cases, we may offer store credit instead of a monetary refund:

• Minor quality issues where the food was still consumed
• As compensation for moderate delivery delays
• Customer preference for store credit over monetary refund

Store credits are typically issued with a 10% bonus value and are valid for 60 days from the date of issue.

4. Refund Timeframe

4.1 Request Submission Timeframe

To be eligible for a refund, you must submit your request within the following timeframes:

• Food Quality Issues: Within 2 hours of delivery
• Missing or Incorrect Items: Within 2 hours of delivery
• Delivery Issues: Within 24 hours of the scheduled delivery time
• Billing Issues: Within 7 days of the charge appearing on your account

4.2 Refund Processing Time

Once your refund request is approved, processing times are as follows:

• Credit Card Refunds: 3-5 business days to appear in your account
• Debit Card Refunds: 5-7 business days to appear in your account
• Digital Wallet Refunds (PayPal, Apple Pay, etc.): 1-3 business days
• Store Credit: Immediately available in your Swiss Chalet account

Please note that while we process refunds promptly, the actual time for funds to appear in your account depends on your financial institution's policies.

5. How to Request a Refund

To request a refund, please follow these steps:

5.1 Through Our Website/App

1. Log in to your Swiss Chalet account
2. Navigate to "Order History"
3. Select the order in question
4. Click on "Report an Issue" or "Request Refund"
5. Complete the form, providing details about the issue
6. Submit any supporting documentation (photos of the issue, if applicable)

5.2 By Phone

Call our Customer Service team at +444540116146 during business hours (8am-10pm daily). Please have your order number ready.

5.3 By Email

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

• Subject line: "Refund Request - [Order Number]"
• Your full name and contact information
• Order date and time
• Detailed description of the issue
• Photos of the issue (if applicable)
• Your preferred refund method

6. Refund Verification Process

To ensure the integrity of our refund system, we may take the following steps to verify refund requests:

• Review of order details and delivery information
• Communication with the delivery personnel or restaurant involved
• Examination of any photographic evidence provided
• Review of your order and refund history

Most straightforward refund requests are processed within 24-48 hours. Complex issues may require additional time for investigation.

7. Exceptions and Limitations

7.1 Non-Refundable Situations

Refunds may not be available in the following situations:

• Personal taste preferences (food was prepared correctly but you didn't enjoy it)
• Order cancellation attempts after food preparation has begun
• Self-reported delivery issues where our tracking indicates successful delivery
• Repeated refund requests from the same customer within a short period (indicating potential abuse)
• Failure to report issues within the specified timeframes

7.2 Refund Limits

To maintain the sustainability of our business and prevent misuse of our refund policy:

• Accounts with multiple refund requests within a 30-day period may be subject to review
• We reserve the right to limit or decline refunds for customers with a pattern of excessive refund requests
• After three refund requests within a 60-day period, additional requests may require more detailed verification

8. Special Promotions and Discounts

Refunds for orders placed using promotional codes, discounts, or special offers:

• If a full refund is issued, the promotional code may be reinstated for future use if it was a one-time use code
• For partial refunds, the discount will be applied proportionally to the remaining items
• Free items obtained through promotions that are part of a refunded order may affect the refund calculation

9. Corporate Orders and Catering

For large corporate orders or catering services:

• Refund requests must be submitted within 2 hours of delivery
• For pre-scheduled catering orders, cancellations must be made at least 24 hours in advance for a full refund
• Cancellations with less than 24 hours' notice may be subject to a 50% cancellation fee
• Partial refunds for large orders will be assessed on a case-by-case basis

10. Contact Information

If you have any questions about our Refund Policy or need assistance with a refund request, please contact us: