Refund Policy

1. Introduction

At Swiss Chalet, we are committed to ensuring your satisfaction with our products and services. This Refund Policy outlines the conditions under which we provide refunds for orders placed through our website, mobile application, or by phone.

By placing an order with us, you acknowledge that you have read, understood, and agree to be bound by the terms of this Refund Policy.

2. Refund Conditions

We understand that issues may arise with your order. You may be eligible for a refund in the following situations:

2.1 Order Quality Issues

• Food arrives cold or not at the proper temperature
• Order is incomplete (missing items)
• Food is of poor quality or incorrectly prepared
• Foreign objects found in food

2.2 Delivery Issues

• Order is excessively delayed (more than 60 minutes beyond the estimated delivery time)
• Order was never delivered
• Order was delivered to the wrong address (if the correct address was provided during checkout)

2.3 Technical Errors

• You were charged multiple times for the same order
• You were charged for an order that was canceled
• Pricing errors or discrepancies between advertised and charged amounts

3. Refund Process

3.1 How to Request a Refund

To request a refund, please follow these steps:

1. Contact our Customer Service team as soon as possible after receiving your order (or after the issue is discovered)
2. Provide your order number, date of purchase, and a detailed description of the issue
3. If applicable, include photos of the problematic items
4. Specify whether you are requesting a full or partial refund

You can contact our Customer Service team through:

• Phone: +44 394 874 9418
• Email: [email protected]
• Live Chat on our website (available 10:00 AM - 10:00 PM daily)

3.2 Refund Evaluation

Our Customer Service team will review your refund request and may ask for additional information if needed. We strive to handle all refund requests fairly and promptly.

3.3 Refund Options

If your refund request is approved, we may offer one of the following solutions:

• Full refund to your original payment method
• Partial refund for specific items
• Store credit for future orders
• Replacement of the order or missing items

4. Refund Timeframes

We aim to process all refund requests within the following timeframes:

• Review and Decision: 1-2 business days from receiving your request
• Processing Time: Once approved, refunds are processed within 3-5 business days
• Appearance on Statement: Depending on your payment provider, it may take an additional 5-10 business days for the refund to appear on your account statement

5. Exceptions and Limitations

5.1 Time Limitations

Refund requests must be submitted within 24 hours of receiving your order. Requests made after this period may be evaluated on a case-by-case basis.

5.2 Non-Refundable Situations

The following situations are generally not eligible for refunds:

• Personal taste preferences (when the food is prepared according to the menu description)
• Orders that have been consumed (beyond a reasonable sampling to determine quality)
• Delivery delays due to extreme weather conditions, natural disasters, or other force majeure events
• Issues arising from incorrect information provided by the customer (wrong delivery address, phone number, etc.)
• Canceled orders that were already in preparation or in transit

5.3 Special Promotional Items

Items purchased as part of a special promotion or with a significant discount may have different refund terms, which will be specified at the time of purchase.

6. Customer Satisfaction Guarantee

At Swiss Chalet, your satisfaction is our priority. If you are not completely satisfied with your order for any reason, please let us know, and we will do our best to make it right.

For loyal customers with a history of orders, we may offer additional flexibility in our refund policy as a gesture of goodwill.

7. Abuse Prevention

We reserve the right to refuse refunds to customers who appear to be abusing our refund policy, such as making frequent refund requests or exhibiting patterns of fraudulent behavior.

In cases of suspected fraud, we may investigate further and take appropriate action, including terminating the customer's account and pursuing legal remedies if necessary.

8. Changes to Refund Policy

We may update our Refund Policy from time to time. We will notify you of any changes by posting the new policy on this page and updating the "Last Updated" date.

Your continued use of our services after any such changes constitutes your acceptance of the new Refund Policy.

9. Contact Us

If you have any questions about our Refund Policy, please contact us at:

• Email: [email protected]
• Phone: +44 394 874 9418
• Address: Flat 14z Courtney Tunnel, South Daniellemouth, CO6 3EG