Refund Policy

1. Overview

At Swiss Chalet, we are committed to providing exceptional food quality and customer service. We understand that occasionally issues may arise, and we want to ensure you have a positive experience with every order. This refund policy outlines our commitment to customer satisfaction and the terms under which refunds may be granted.

We strive to resolve all customer concerns promptly and fairly. If you are not completely satisfied with your order, please contact us immediately so we can address your concerns and provide an appropriate solution.

2. Refund Eligibility

Refunds may be granted under the following conditions:

• Timeframe: Refund requests must be made within 24 hours of order delivery or pickup
• Valid Reasons: Incorrect order, food quality issues, missing items, or delivery problems
• Proof of Purchase: Valid order confirmation number or receipt required
• Food Safety: Items must be reported as unsatisfactory immediately upon receipt
• Delivery Issues: Late delivery (more than 60 minutes past estimated time) or failed delivery attempts
• Temperature Concerns: Food delivered at incorrect temperature (cold when should be hot)
• Allergies: Order containing undisclosed allergens when special dietary requirements were specified

3. Non-Refundable Items

The following items and services are not eligible for refunds:

• Orders cancelled after preparation has begun (within 10 minutes of order placement)
• Custom or special dietary orders that meet specified requirements
• Delivery fees when food is delivered successfully within estimated timeframe
• Promotional or discounted items (exchanges may be available)
• Orders where customer was not available for delivery at specified address
• Beverages and sides when main items are satisfactory
• Gift cards and promotional credits (non-refundable, but can be transferred)
• Orders consumed in full before reporting quality issues
• Change of mind after successful delivery

4. Refund Process

Follow these steps to request a refund:

5. Refund Methods

Refunds are processed using the following methods and timelines:

• Credit/Debit Cards: Refunds processed to original card within 3-5 business days
• Digital Wallets: PayPal, Apple Pay, Google Pay refunds within 1-3 business days
• Cash Orders: Store credit issued immediately, cash refunds require manager approval
• Gift Cards: Store credit applied to account or new gift card issued
• Bank Transfers: Direct deposit refunds within 2-4 business days

6. Exchanges

In many cases, we prefer to offer exchanges rather than refunds to ensure you receive the meal you ordered:

• Incorrect orders will be replaced with the correct items at no additional charge
• Missing items will be delivered or available for pickup within 30 minutes
• Quality issues may be resolved with replacement meals prepared fresh
• Cold food can be exchanged for hot, freshly prepared items
• Store credit may be offered as alternative to cash refunds for promotional orders
• Meal upgrades available when original item is unavailable

Exchanges are often faster than refunds and ensure you still receive a satisfying meal experience.

7. Damaged or Defective Items

Special procedures apply for damaged or defective food items:

• Immediate Reporting: Must be reported within 30 minutes of receipt
• Photo Documentation: Digital photos required for quality assurance review
• Full Replacement: Complete order replacement for contaminated or unsafe food
• Priority Processing: Expedited resolution within 2 hours during operating hours
• No Questions Asked: Automatic refund or replacement for legitimate safety concerns
• Investigation: Quality control review to prevent future occurrences
• Compensation: Additional credits may be offered for significant inconvenience

8. Contact Information

For refund requests, questions, or concerns, please contact our customer service team:

When contacting us, please have ready: Your order confirmation number, contact information, detailed description of the issue, and photos if applicable for quality concerns.