Refund Policy

Overview

At Swiss Chalet, customer satisfaction is our top priority. We are committed to providing exceptional food and service to all our customers across Canada. This Refund Policy outlines the terms and conditions under which refunds may be requested and processed for orders placed through our restaurant, delivery services, or catering bookings.

We understand that sometimes orders may not meet your expectations or issues may arise with delivery or food quality. When such situations occur, we strive to resolve them promptly and fairly. This policy ensures transparency in our refund process while maintaining the high standards of quality and service that Swiss Chalet is known for.

Refund Eligibility

Refunds may be requested under the following conditions:

Timeframe Requirements

• Food quality issues must be reported within 2 hours of order receipt
• Delivery issues must be reported within 1 hour of expected delivery time
• Catering order cancellations must be made at least 24 hours before the scheduled event
• Gift card refund requests must be made within 30 days of purchase (if unused)

Valid Reasons for Refunds

• Food delivered cold or at unsafe temperatures
• Incorrect order items or missing items from your order
• Food quality issues (undercooked, overcooked, or spoiled items)
• Delivery failure due to restaurant error
• Order cancellation by Swiss Chalet due to unforeseen circumstances
• Duplicate charges on payment method

Required Documentation

• Original receipt or order confirmation number
• Photo evidence for food quality issues (when applicable)
• Valid contact information for refund processing
• Description of the issue and time of occurrence

Non-Refundable Items

The following items and services are not eligible for refunds:

• Consumed Food: Items that have been partially or fully consumed (unless due to food safety issues)
• Custom Orders: Special dietary modifications or personalized menu items prepared to customer specifications
• Gift Cards: Used gift cards or promotional codes (unused cards may be eligible within 30 days)
• Late Cancellations: Catering orders cancelled less than 24 hours before the event
• Customer Error: Wrong delivery address provided by customer or unavailability to receive delivery
• Preference Issues: Dislike of taste, portion size, or menu items that were correctly prepared
• Promotional Items: Free items, promotional offers, or discounted menu items
• Third-Party Services: Issues with third-party delivery services beyond our control

Refund Process

Follow these steps to request a refund:

1. Contact Us Immediately: Call our customer service line at +1 647-350-8221 or visit the restaurant location where you placed your order. Report the issue as soon as possible after discovering the problem.
2. Provide Order Details: Have your receipt, order confirmation number, or payment information ready. Describe the issue clearly and provide the time and date of your order.
3. Submit Documentation: If requested, provide photo evidence of food quality issues or delivery problems. Email additional documentation to [email protected] with your order number in the subject line.
4. Await Investigation: Our team will review your request within 24-48 hours. We may contact you for additional information or clarification during this process.
5. Receive Decision: You will be notified of our decision via phone or email. If approved, refund processing will begin immediately according to our refund methods policy.
6. Track Your Refund: Monitor your payment method for the refund credit. Processing times vary by payment method but typically occur within 3-7 business days.

Refund Methods & Processing Times

Refunds are processed using the following methods and timeframes:

Original Payment Method

• Credit Cards: 3-5 business days after approval
• Debit Cards: 3-7 business days after approval
• Digital Wallets (PayPal, Apple Pay): 1-3 business days after approval
• Gift Cards: 1-2 business days for reissuance

Alternative Refund Methods

• Store Credit: Immediate issuance for future orders (no expiration date)
• Cash Refunds: Available for in-person cash purchases at original location
• Bank Transfer: 5-7 business days for international customers (when applicable)

Processing Considerations

• Refund amounts include applicable taxes and fees
• Delivery fees are refunded only when delivery failure is due to restaurant error
• Processing may be delayed during holidays or high-volume periods
• Customers will receive email confirmation when refund is processed

Exchanges Policy

In some cases, exchanges may be more appropriate than refunds:

When Exchanges Are Offered

• Incorrect menu items delivered instead of ordered items
• Food temperature issues that can be resolved with reheating
• Minor order discrepancies or missing side items
• Customer preference for different menu items of similar value

Exchange Process

• Contact customer service within the eligible timeframe
• Describe the issue and preferred replacement items
• Return original items if requested (food safety permitting)
• Receive replacement order at no additional charge

Exchange Limitations

• Exchanges must be of equal or lesser value
• Additional charges apply for upgraded items
• Custom dietary modifications may limit exchange options
• One exchange per order item is permitted

Damaged or Defective Items

Special procedures apply for damaged or defective food items:

Immediate Actions Required

• Do not consume items that appear spoiled, contaminated, or unsafe
• Take photos of the items and packaging for documentation
• Contact Swiss Chalet immediately at +1 647-350-8221
• Preserve items for inspection if requested by our team

Priority Processing

• Food safety issues receive immediate attention and expedited processing
• Full refunds are provided without question for confirmed safety issues
• Replacement meals may be offered at customer discretion
• Incident reports are filed to prevent future occurrences

Health and Safety Commitment

• We follow all Canadian food safety regulations and standards
• Quality control measures are in place at all locations
• Customer health and safety reports are taken seriously
• Follow-up contact may be made to ensure customer well-being

Contact Information for Refund Requests

Multiple channels are available for refund requests and customer service:

Best Contact Methods by Issue Type

• Immediate Food Issues: Call +1 647-350-8221 for fastest response
• Delivery Problems: Call during business hours or email with order details
• Billing Questions: Email [email protected] with receipt attached
• Catering Refunds: Call at least 24 hours before event date
• General Inquiries: Email or visit any Swiss Chalet location

Information to Have Ready

• Order confirmation number or receipt
• Date and time of order placement
• Payment method used for original purchase
• Description of the issue or problem encountered
• Contact information for follow-up communication

Policy Updates and Legal Information

This Refund Policy is subject to the following terms:

Policy Changes

• Swiss Chalet reserves the right to update this policy at any time
• Changes will be posted on our website and take effect immediately
• Customers will be notified of significant changes via email when possible
• Continued use of our services constitutes acceptance of policy updates

Legal Compliance

• This policy complies with Canadian consumer protection laws
• Provincial regulations may provide additional consumer rights
• Nothing in this policy limits your statutory rights as a consumer
• Disputes are subject to Canadian jurisdiction and applicable laws

Last Updated: January 2024. This Refund Policy is effective immediately and applies to all orders placed after this date. For questions about this policy, please contact our customer service team.