Last Updated: June 20, 2024
At Swiss Chalet, we strive to provide high-quality food and excellent service. We understand that sometimes issues may arise with your order. This Refund Policy outlines the circumstances under which we may provide refunds, credits, or replacements for orders placed through our website (swischaletc.com), mobile application, or by phone.
By placing an order with Swiss Chalet, you agree to the terms of this Refund Policy. This policy should be read in conjunction with our Terms & Conditions.
We may provide refunds, credits, or replacements in the following situations:
If your order is missing items that you ordered and paid for, or if you received incorrect items, you may be eligible for a refund, credit, or replacement of the affected items.
If you receive food that does not meet our quality standards (e.g., undercooked, spoiled, or containing foreign objects), you may be eligible for a refund, credit, or replacement.
If your delivery is significantly delayed (more than 60 minutes beyond the estimated delivery time) due to factors within our control, you may be eligible for a partial or full refund, or credit toward a future order.
If we are unable to complete delivery due to factors within our control (e.g., driver unable to find the address despite correct information provided), you may be eligible for a refund or credit.
If you experience technical issues with our website or mobile application that result in duplicate charges or incorrect order processing, you may be eligible for a refund of the affected amount.
If your order is canceled by Swiss Chalet (e.g., due to restaurant closure, item unavailability), you will receive a full refund.
To be eligible for a refund, credit, or replacement, you must report the issue:
You may be required to provide proof of purchase, such as an order confirmation email, receipt, or order number.
For quality issues, we may request photographic evidence of the affected items to help us improve our service and prevent similar issues in the future.
The following items and situations are generally not eligible for refunds:
For orders delivered through third-party delivery partners, refund policies may vary. While we will make reasonable efforts to assist you, certain issues may need to be addressed directly with the delivery partner.
To request a refund, credit, or replacement, please contact our customer service team through one of the following methods:
When contacting us, please be prepared to provide:
Our customer service team will review your request and may contact you for additional information if needed. We aim to resolve all refund requests within 3-5 business days.
If your refund request is approved, we will process the refund using the same payment method you used for the original transaction, unless otherwise agreed. The time it takes for the refund to appear in your account depends on your payment provider and may take 5-10 business days.
In some cases, we may offer store credit, a replacement item, or a discount on a future order instead of a monetary refund. You have the right to accept or decline these alternative forms of compensation.
Special promotions, discounts, and limited-time offers may have specific refund conditions that differ from this general policy. These specific conditions will be communicated at the time of the promotion.
Gift cards and electronic gift certificates are not refundable for cash except where required by law. Lost or stolen gift cards may be replaced with proof of purchase and subject to verification.
Refunds for orders that earned reward points or other loyalty benefits may result in an adjustment of the points or benefits earned from that transaction.
Swiss Chalet reserves the right to make exceptions to this policy at our discretion. We may evaluate refund requests on a case-by-case basis and may consider factors such as customer history, the nature of the issue, and other relevant circumstances.
In cases of suspected fraud or abuse of our refund policy, we reserve the right to decline refund requests and to take appropriate action as outlined in our Terms & Conditions.
This Refund Policy does not affect any statutory rights that cannot be waived or limited under applicable consumer protection laws. If any provision of this policy conflicts with applicable law, that provision will be deemed modified to comply with applicable law.
We reserve the right to modify this Refund Policy at any time. Changes will be effective upon posting on our website, with the "Last Updated" date at the top of this page. We encourage you to review this policy periodically for any changes.
If you have any questions or concerns about this Refund Policy, please contact us at:
Swiss ChaletTo help clarify our refund policy, here are some examples of how it applies in common situations:
Situation: You ordered a Quarter Chicken Dinner with fries and coleslaw, but the coleslaw was missing from your delivery.
Resolution: Contact customer service within 2 hours of delivery. Upon verification, you would receive a refund for the missing item or a credit toward a future order.
Situation: You received your Crispy Chicken Sandwich, but the chicken was undercooked.
Resolution: Contact customer service immediately with a description and, if possible, a photo of the issue. We would typically offer a full refund or replacement of the affected item.
Situation: Your order was estimated to arrive at 7:00 PM but was not delivered until 8:15 PM due to restaurant delays.
Resolution: Upon verification of the delay, we might offer a partial refund, waive the delivery fee, or provide a credit for a future order.
Situation: You ordered a Family Feast Bundle but decided after receiving it that you would have preferred different side options, though everything was correctly prepared.
Resolution: Since this is a matter of personal preference and not a quality or service issue, a refund would not typically be provided under our standard policy.
Situation: Due to a glitch in our mobile app, you were charged twice for the same order.
Resolution: Contact customer service with your order details and proof of the duplicate charge. Upon verification, a full refund for the duplicate charge would be processed.