Refund Policy

Last Updated: November 15, 2023

At Firehouse Sandwiches, we are committed to ensuring your satisfaction with our products and services. This Refund Policy outlines the terms and conditions for refunds and cancellations related to orders placed through our website at firehousesandwiches.ca or by phone for delivery or pickup.

1. Order Cancellations

1.1 Cancellation Window

You may cancel your order and receive a full refund under the following conditions:

• Online Orders: Cancellations are accepted within 5 minutes of placing your order through our website.
• Phone Orders: Cancellations are accepted within 5 minutes of placing your order by phone.

1.2 Cancellation Process

To cancel an order within the acceptable timeframe:

1. For online orders: Log into your account, navigate to "Order History," find the relevant order, and click "Cancel Order." Alternatively, you may call our customer service line at +1 (951) 762-1233.
2. For phone orders: Call our customer service line at +1 (951) 762-1233 to request cancellation.

1.3 Orders in Preparation

Once your order has entered the preparation phase, cancellations are at our discretion. If the order has not yet been prepared, we may approve the cancellation and issue a full refund. If preparation has begun, we may charge a cancellation fee of up to 50% of the order value to cover costs already incurred.

1.4 Orders in Delivery

Orders that have been dispatched for delivery cannot be canceled, and no refund will be provided except in cases covered under our "Refund Eligibility" section below.

2. Refund Eligibility

You may be eligible for a full or partial refund after receiving your order in the following circumstances:

2.1 Incorrect or Missing Items

If your order contains incorrect items or is missing items that were charged to your account, you may request a refund for the affected items. We may, at our discretion, offer to deliver the correct or missing items instead of providing a refund.

2.2 Quality Issues

If you are dissatisfied with the quality of your food due to issues such as:

• Food that is clearly spoiled or contaminated
• Foreign objects found in food
• Food that is significantly different from its description on our menu

You may be eligible for a full or partial refund, depending on the nature and extent of the quality issue.

2.3 Delivery Issues

If your order:

• Is delivered more than 30 minutes after the estimated delivery time provided at checkout
• Arrives in a severely damaged condition due to improper handling during delivery
• Is delivered to an incorrect address by our delivery personnel (despite correct address information provided by you)

You may be eligible for a full or partial refund, or for store credit, depending on the circumstances.

2.4 Service Issues

If you experience significant and verifiable issues with our service, such as:

• Rude or inappropriate behavior from our staff
• Excessive waiting times for pickup orders (more than 20 minutes past the provided pickup time)

You may be eligible for a partial refund or store credit as a gesture of goodwill.

3. Refund Request Process

3.1 Timeframe for Requests

To be eligible for a refund, you must submit your request:

• Within 2 hours of receiving your delivery order; or
• Within 1 hour of picking up your order; or
• Immediately upon discovering any issue during pickup (before leaving the premises)

3.2 How to Request a Refund

To request a refund:

1. Call our customer service line at +1 (951) 762-1233; or
2. Email us at support@firehousesandwiches.ca; or
3. Use the "Report an Issue" feature in your account on our website

3.3 Required Information

When requesting a refund, please provide:

• Your order number
• Date and time of order
• Specific items affected
• Detailed description of the issue
• Photographs of the affected items, if applicable and available

3.4 Verification

We may need to verify the issues reported before processing a refund. This may include:

• Requesting additional information or evidence
• Reviewing delivery or preparation records
• Consulting with the staff involved in preparing or delivering your order

4. Refund Processing

4.1 Refund Methods

Approved refunds will be processed using the original payment method used for the order:

• Credit/Debit Card Payments: Refunded to the same card used for the purchase
• Digital Wallet Payments (Apple Pay, Google Pay, etc.): Refunded to the same digital wallet account
• Gift Card Payments: Refunded as store credit or to the original gift card if possible

4.2 Refund Timing

We will process approved refunds within 3-5 business days of approval. The time it takes for the refund to appear in your account depends on your payment provider and may take an additional 5-10 business days.

4.3 Partial Refunds

In cases where only part of an order is affected by issues, we may issue a partial refund covering only the affected items, plus any applicable taxes on those items. Delivery fees are generally non-refundable unless the entire order is being refunded due to non-delivery or extreme delay.

4.4 Alternative Compensation

In some cases, we may offer alternative forms of compensation instead of a monetary refund, such as:

• Store credit (valid for future orders)
• Replacement of affected items on a future order
• Discount coupons for future orders

You are not obligated to accept these alternatives and may request a standard refund instead if you prefer.

5. Non-Refundable Situations

Refunds will generally not be provided in the following situations:

• Personal preference issues (e.g., you simply didn't like the taste of the food)
• Complaints about food temperature for orders picked up or delivered more than 15 minutes ago
• Orders that have been partially or fully consumed (except in cases of foreign objects or food safety issues discovered during consumption)
• Issues reported outside of the timeframes specified in section 3.1
• Cancellation requests made after the order has been prepared or dispatched for delivery
• Incorrect orders due to customer error (e.g., selecting the wrong items or providing incorrect delivery information)
• Delivery delays caused by factors beyond our control (severe weather, traffic accidents, building access issues, etc.)

6. Special Promotions and Discounted Orders

Orders placed using promotional codes, discounts, or special offers are subject to the same refund policy as regular-priced orders, with the following exceptions:

• For "Buy One Get One Free" promotions or similar offers, the free or discounted items are not eligible for cash refunds
• For percentage-based discounts, refunds will be calculated based on the actual amount paid, not the original price
• Limited-time promotional items may be subject to different refund terms, as specified in the promotion details

7. Disputes and Escalation

If you believe your refund request has been incorrectly denied or if you are dissatisfied with the resolution offered:

1. Contact our Customer Service Manager at manager@firehousesandwiches.ca
2. Include your order number and a detailed explanation of your concerns
3. We will review your case and respond within 3 business days

If we are unable to resolve the dispute to your satisfaction, you may have additional rights under applicable consumer protection laws in your jurisdiction.

8. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. We encourage you to review this policy periodically to stay informed about our refund procedures.

The date at the top of this policy indicates when it was last updated. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.

9. Contact Information