Refund Policy

1. Introduction

At Firehouse Sandwiches Delivery, we strive to provide you with the best quality food and service. We understand that sometimes issues may arise with your order. This Refund Policy outlines the procedures for requesting refunds or credits for your orders.

By placing an order with us, you agree to the terms of this Refund Policy. This policy is subject to change, and any modifications will be effective immediately upon posting on our website.

2. Refund Eligibility

We want you to be completely satisfied with your Firehouse Sandwiches order. You may be eligible for a refund or credit in the following situations:

• Order Errors: Items missing from your order, incorrect items delivered, or significant quality issues with the food
• Delivery Issues: Excessive delivery delays (more than 30 minutes beyond the estimated delivery time) or failure to deliver your order
• Food Safety Concerns: Any issues related to food safety or improper food handling
• Canceled Orders: Orders canceled by us due to unavailability of items, delivery area restrictions, or other operational issues

To be eligible for a refund, you must notify us of the issue within 24 hours of the order delivery time (or scheduled delivery time in case of non-delivery).

3. How to Request a Refund

If you experience any issues with your order, please follow these steps to request a refund:

1. Contact Customer Service: Reach out to our customer service team through one of the following methods:
   • Phone: +1 (951) 762-1233 during business hours (10:00 AM - 9:00 PM PST, seven days a week)
   • Email: [email protected]
   • Through the 'Help' section in our mobile app
2. Provide Order Details: Be prepared to provide your order number, delivery address, and a description of the issue
3. Documentation: If applicable, provide photos of the order issue (for quality or incorrect item claims)

Our customer service team will review your request and may contact you for additional information if needed.

4. Refund Processing

4.1 Refund Methods

Refunds will generally be processed using the original payment method used for the order. The refund options include:

• Credit Card Refunds: Processed back to the original credit card used for payment
• Digital Payment Refunds: Processed back to the original digital payment method (Apple Pay, Google Pay, etc.)
• Account Credit: Applied as credit to your Firehouse Sandwiches Delivery account for future orders

In some cases, we may offer account credit as an alternative to a monetary refund, especially for partial order issues.

4.2 Refund Timeframe

We will process approved refund requests within 3-5 business days. However, the actual time it takes for the refund to appear in your account depends on your payment provider:

• Credit card refunds typically take 5-10 business days to reflect in your account
• Digital payment refunds usually process within 1-5 business days
• Account credits are applied immediately and can be used for your next order

5. Refund Options

5.1 Full Refunds

Full refunds may be issued in the following situations:

• Orders that were never delivered
• Orders delivered to the wrong address (by our error)
• Orders with major quality issues affecting the entire order
• Orders canceled by us before delivery

5.2 Partial Refunds

Partial refunds may be issued in the following situations:

• Missing items from an order (refund for the specific missing items)
• Quality issues with specific items (refund for the affected items)
• Excessive delivery delays, while still delivering the order (partial refund or delivery fee waiver)

5.3 Replacement Orders

In some cases, we may offer to send a replacement order instead of providing a refund, particularly for:

• Missing items
• Incorrect items
• Quality issues with specific items

The availability of replacement orders depends on your location, the time of the request, and our operational capacity at that time.

6. Non-Refundable Items and Situations

Some situations are generally not eligible for refunds:

• Customer Errors: Incorrect delivery address provided by the customer, customer not available to receive the order, or incorrect items selected by the customer
• Minor Customization Issues: Minor deviations from requested customizations that do not significantly impact the order
• Late Refund Requests: Requests made more than 24 hours after the order was delivered
• Used Promotional Codes: The discounted portion of an order paid for with a promotional code
• Third-Party Delivery Issues: Issues caused by third-party delivery services that are outside our direct control (though we will still advocate on your behalf)

However, we evaluate each situation individually and may make exceptions at our discretion.

7. Our 30-Minute Delivery Guarantee

We stand by our commitment to deliver your order within 30 minutes of the confirmed order time. If your delivery exceeds this timeframe, you may be eligible for:

• A free sandwich on your next order (of equal or lesser value to the highest-priced sandwich in your current order)
• Waiver of the delivery fee

Exclusions to the 30-minute guarantee include:

• Orders placed during peak hours (as indicated during checkout)
• Orders to locations outside our standard delivery area
• Orders during severe weather conditions
• Circumstances beyond our control (traffic accidents, road closures, etc.)

To claim the 30-minute guarantee, contact our customer service team within 24 hours of the delivery.

8. Catering Orders

Catering orders are subject to the following specific refund terms:

• Cancellation Timeline:
  • Cancellations made more than 24 hours before the scheduled delivery time are eligible for a full refund
  • Cancellations made 12-24 hours before the scheduled delivery time are eligible for a 50% refund
  • Cancellations made less than 12 hours before the scheduled delivery time are not eligible for a refund
• Modifications: Modifications to catering orders must be made at least 12 hours before the scheduled delivery time
• Quality Issues: Quality issues with catering orders must be reported within 2 hours of delivery

For large catering orders, we may require a non-refundable deposit at the time of ordering.

9. Gift Cards and Promotional Credits

Gift cards and promotional credits are subject to the following terms:

• Gift cards are non-refundable and cannot be exchanged for cash
• Promotional credits (including referral credits and loyalty rewards) are non-refundable and have no cash value
• Expired promotional credits cannot be reinstated
• If a refund is issued for an order paid partially with a gift card or promotional credit, the refund will be allocated proportionally to the original payment methods

10. Excessive Refund Requests

While we want to ensure customer satisfaction, we monitor refund patterns to maintain the integrity of our refund policy. If we identify excessive or potentially fraudulent refund requests, we reserve the right to:

• Limit or deny future refund requests
• Require additional verification for refund claims
• Suspend or terminate accounts associated with excessive refund activity

We evaluate each case individually and make determinations based on order history, refund frequency, and the nature of the issues reported.

11. Dispute Resolution

If you disagree with our decision regarding your refund request, please contact our customer service management team at [email protected] with 'Refund Dispute' in the subject line. Please include:

• Your order number
• Date of the original refund request
• Detailed explanation of why you believe the decision should be reconsidered
• Any supporting documentation or evidence

Our management team will review your case and respond within 5 business days.

12. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. It is your responsibility to review this policy periodically for changes. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.