Last Updated: June 15, 2024
1. Introduction
At Swiss Chalet, customer satisfaction is our top priority. We understand that sometimes issues arise with orders, and we've established this Refund Policy to address such situations fairly and transparently. This policy outlines when and how you can request refunds for orders placed through our website, mobile app, or by phone.
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, so please review it frequently.
2. Order Satisfaction Guarantee
We stand behind the quality of our food and service. If you're not completely satisfied with your Swiss Chalet order for any reason, please let us know, and we'll make it right.
Our Order Satisfaction Guarantee covers issues including but not limited to:
- Missing items from your order
- Incorrect items delivered
- Food quality issues
- Food temperature issues (cold food that should be hot, etc.)
- Significant delay in delivery (exceeding our estimated delivery time by 30 minutes or more)
3. Refund Eligibility
3.1 Timeframe for Reporting Issues
To be eligible for a refund or credit, you must report any issues with your order within:
- Delivery Orders: Within 2 hours of the delivery time
- Pickup Orders: Within 1 hour of pickup time
3.2 Valid Reasons for Refund
We offer refunds or credits in the following situations:
- Missing Items: If items listed on your order confirmation are not included in your delivery or pickup
- Incorrect Items: If you receive items different from what you ordered
- Quality Issues: If the food quality is substandard (undercooked, spoiled, etc.)
- Temperature Issues: If hot food items arrive cold or cold items arrive warm
- Significant Delivery Delay: If your delivery arrives more than 30 minutes after the estimated delivery time provided at checkout
- Order Cancelation: If you cancel your order before it enters preparation (typically within 5 minutes of ordering)
4. How to Request a Refund
4.1 Contact Methods
If you experience any issues with your order, please contact us promptly through one of the following methods:
- Phone: Call our customer service at +1 202-219-2029 (available during business hours: 11:00 AM - 10:00 PM daily)
- Email: Send details to [email protected]
- Online Form: Complete the customer feedback form on our website's Contact Us page
- In-App: Use the "Report an Issue" feature in our mobile app for the fastest response
4.2 Information Required
To process your refund request efficiently, please provide the following information:
- Order number (found in your confirmation email or receipt)
- Date and time of order
- Description of the issue(s) with your order
- Photos of the affected items (if applicable and possible)
- Your contact information (name, phone number, email)
5. Refund Process
5.1 Review Period
Once you submit a refund request, our customer service team will review it promptly. Most refund requests are processed within 1-2 business days.
5.2 Refund Options
Depending on the nature and severity of the issue, we may offer one of the following solutions:
- Full Refund: A complete refund of your order amount to the original payment method
- Partial Refund: A refund for specific items that were problematic
- Store Credit: Credit added to your Swiss Chalet account for future orders (typically with a bonus amount added)
- Replacement Order: A new delivery of the affected items or a complete replacement order
5.3 Refund Timeframe
Once a refund is approved:
- Credit/Debit Card Refunds: Typically processed within 3-5 business days, though it may take up to 10 business days to appear on your statement, depending on your bank or card issuer
- Store Credit: Applied to your account immediately
6. Non-Refundable Situations
While we strive for 100% customer satisfaction, there are certain situations where refunds may not be provided:
- Requests made outside the reporting timeframe specified in Section 3.1
- Personal taste preferences (when the food is prepared correctly according to menu descriptions)
- Orders that have been partially or fully consumed, except in cases of quality issues
- Changes of mind after food preparation has begun
- Incorrect delivery address provided by the customer
- Customer unavailable to receive delivery after multiple attempts
- Minor delivery delays (less than 30 minutes beyond estimated delivery time)
7. Special Circumstances
7.1 Large Catering Orders
For catering orders over $100, special refund terms apply:
- Cancellations must be made at least 3 hours before the scheduled delivery or pickup time
- Cancellations made less than 3 hours in advance may be subject to a 50% cancellation fee
- Quality issues must be reported within 2 hours of delivery or pickup
7.2 Promotional Items and Discounts
Refunds for orders that include promotional items or discounts will be adjusted to reflect the actual amount paid. Free items obtained through promotions are not eligible for cash refunds but may be replaced if defective.
7.3 Third-Party Delivery Services
For orders placed through third-party delivery services (e.g., UberEats, DoorDash, Skip the Dishes), refund requests must be submitted through those platforms directly, as they have their own refund policies and processes.
8. Recurring Issues
We monitor refund requests to ensure the integrity of our refund system. Customers with an unusual pattern of refund requests may be subject to additional verification steps or limitations on future refunds. Swiss Chalet reserves the right to refuse refunds to customers who abuse our refund policy.
9. Gift Cards and Promotional Codes
9.1 Gift Cards
Gift cards are non-refundable and cannot be exchanged for cash unless required by law. Lost or stolen gift cards may be replaced with proof of purchase and the original card number.
9.2 Promotional Codes
Once applied to an order, promotional codes cannot be refunded or transferred to another order. If a refund is issued for an order that used a promotional code, the promotional discount will not be refunded, and the code cannot be reused unless specified otherwise.
10. Our Commitment to Fair Resolution
At Swiss Chalet, we are committed to resolving all customer issues fairly and promptly. If you are not satisfied with the resolution offered, please ask to speak with a manager, who will review your case and work to find an appropriate solution.
11. Contact Us
If you have any questions about this Refund Policy, please contact us:
