Refund Scenarios: When Can You Request a Refund?

While we aim to provide high-quality food and exceptional service, there are a few specific situations in which you may be eligible for a refund. These scenarios are outlined below:

1. Incorrect or Missing Items

If you receive an order that is missing items or contains incorrect items (for example, if the wrong dish or drink was delivered), you are eligible for a refund or replacement. We ask that you contact us immediately upon discovering the issue so that we can investigate and resolve it as quickly as possible.

2. Poor Food Quality

If the food you receive does not meet your expectations in terms of quality, freshness, or preparation (such as being undercooked, overcooked, stale, or otherwise unappetizing), we want to know about it. We take pride in the quality of our meals, and if we fail to meet that standard, we will offer a full refund or a replacement.

3. Delivery Issues or Delays

We understand that waiting for food to be delivered can be frustrating, especially if there are delays or issues with the delivery. If your order is significantly delayed beyond the expected delivery time, or if the delivery service fails to reach your location, we may issue a partial or full refund depending on the circumstances. However, if the delay is caused by factors beyond our control, such as weather conditions or issues with the third-party delivery service, we may not be able to offer a full refund.

4. Allergens or Food Sensitivity Issues

If you experience an allergic reaction or food sensitivity issue because of an undisclosed ingredient, or if we have failed to adequately address a known allergy or dietary restriction, you may be eligible for a refund. We encourage customers to always notify us of any allergies or sensitivities before placing an order, but if we fail to accommodate these concerns, we will take responsibility and work to make it right.

5. Incorrect Orders or Mistakes Made by Our Team

If you receive an order that has been prepared incorrectly, due to a mistake on our part (for example, an error with special instructions or a misunderstanding of your order preferences), we will offer you a full refund or a replacement meal.

6. Issues Related to Special Promotions or Discounts

If you experience issues with special promotions, discounts, or voucher codes (such as a discount not being applied correctly to your order), you may be eligible for a refund or compensation in the form of store credit, depending on the nature of the issue. Our team is always happy to assist with any concerns related to promotions or pricing errors.

How to Request a Refund

If you find yourself in one of the above situations and feel that you are entitled to a refund, please follow the steps below to request a refund:

1. Contact Us Immediately

To begin the refund process, it’s important that you reach out to us as soon as possible. You can contact us by:

• Phone: Call our customer service team at [phone number] and explain the issue. Our team will work with you to resolve the problem and determine if a refund is appropriate.
• Email: Send an email to [email address] with the details of your order and the issue you encountered. Please include any relevant information, such as your order number, photos (if applicable), and a description of the issue.
• In-Store: If you dined in at one of our locations, inform a member of the staff about your concern while you’re still on the premises, and they will help you with the refund process.

2. Provide Necessary Information

To process your refund quickly and accurately, we will need the following information:

• Order Number: Your order number helps us identify your purchase in our system.
• Details of the Issue: A clear explanation of what went wrong with your order. Please be specific so we can understand the issue and resolve it appropriately.
• Photos (If Applicable): If you received an incorrect or damaged item, providing photos will help us assess the situation more effectively.
• Date and Time of the Order: This allows us to cross-check the order with our system.

3. Resolution

Once we receive your complaint or refund request, we will review the details and respond as quickly as possible. If we determine that a refund is warranted, we will offer one of the following resolutions:

• Full Refund: If your order was incorrect, of poor quality, or if there were significant delivery delays, you may be eligible for a full refund.
• Partial Refund: If only part of your order was problematic, we may issue a partial refund.
• Replacement: In many cases, we prefer to offer a replacement meal instead of a refund. If you’d like, we can remake the dish and have it delivered to you.
• Store Credit: If a refund is not possible, or if you prefer, we may offer store credit for the value of your order, allowing you to use it for future purchases.

Refund Timeline

The refund process timeline may vary depending on the method of payment used and the specific situation:

• Credit/Debit Card: Refunds to credit or debit cards typically take 5-7 business days to process, depending on your bank.
• Cash Payments: If you paid with cash, we will issue a cash refund at the restaurant if you report the issue before leaving.
• Online Payment Systems (e.g., PayPal, Mobile Payments): Refunds to online payment methods can take up to 7-10 business days.
• Store Credit: If a store credit is issued, it will be available immediately for use on your next order.

Please note that while we do our best to process refunds quickly, the exact timing can depend on external factors such as payment processors and delivery services.

Exceptions to the Refund Policy

While we strive to accommodate every request fairly, there are some situations where a refund may not be issued:

1. Change of Mind: If you simply change your mind after placing an order, we generally do not issue refunds unless the order has not yet been processed or dispatched.
2. Failure to Notify Us: If you do not contact us within a reasonable time frame (ideally within 24 hours of receiving the order), we may not be able to offer a refund or replacement.
3. Unforeseen Delivery Delays: While we will do our best to ensure timely delivery, there are instances where factors beyond our control (such as weather, traffic, or third-party delivery service issues) may cause delays. These are generally not grounds for a refund, although we may offer compensation in the form of a discount on a future order.

Conclusion

At Foodie’s Crush, we value your satisfaction and are committed to providing exceptional food and service. However, we understand that issues can arise, and we want to make sure that you are happy with your experience. If something goes wrong with your order, please don’t hesitate to reach out to us—we are here to help and will do our best to resolve any concerns quickly and fairly.

We appreciate your understanding and trust in us, and we look forward to serving you again soon. Thank you for being a valued customer of Foodie’s Crush!