Refund Policy

At Swiss Chalet, we are committed to providing our customers with the highest quality food products and dining experiences. We understand that situations may arise where a refund or exchange is necessary, and we want to ensure that the process is as straightforward and fair as possible. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are handled for orders placed through our website swis-chalets.com or at our locations across Canada.

This policy is governed by applicable Canadian consumer protection legislation, including the Consumer Protection Act and relevant provincial regulations. We encourage all customers to read this policy carefully before placing an order.

1. General Eligibility Conditions for Refunds

Swiss Chalet is dedicated to customer satisfaction. Refunds may be issued under the following conditions:

• The order was placed through swis-chalets.com or an authorized Swiss Chalet ordering channel.
• The refund request is submitted within the applicable timeframe outlined in this policy.
• The customer provides valid proof of purchase, such as an order confirmation number, receipt, or transaction record.
• The issue reported is verifiable, including but not limited to: incorrect items received, missing items, food quality concerns, or technical errors resulting in duplicate charges.
• The food item(s) in question have not been substantially consumed, unless the quality concern was discovered only upon consumption (e.g., undercooked food, foreign objects, spoilage).
• The request is made in good faith and is consistent with a legitimate customer experience issue.

2. Timeframes for Refund Requests

To be considered for a refund, customers must submit their request within the following timeframes:

Requests submitted outside the above timeframes may not be eligible for a full refund but may be considered for a partial refund or store credit at Swiss Chalet's discretion.

3. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. These include:

• Consumed food items where no quality issue is identified or can be verified.
• Customized or special-request orders that were prepared according to the customer's specific instructions (e.g., specific dietary modifications, custom sauces).
• Promotional items received as part of a deal or limited-time offer, unless the underlying paid item is also subject to a valid refund claim.
• Gift cards and vouchers purchased through swis-chalets.com or at our locations are non-refundable and cannot be exchanged for cash, except as required by law.
• Delivery fees charged by third-party delivery platforms are generally non-refundable unless Swiss Chalet determines the delivery failure was our responsibility.
• Orders cancelled after preparation has begun, as outlined in the Cancellation Policy section below.
• Dissatisfaction based on personal taste preferences, provided the food was prepared correctly and as described.

4. How to Request a Refund — Step-by-Step

To initiate a refund request, please follow the steps below:

1. Gather Your Information: Before contacting us, have the following details ready:
   • Your order confirmation number or receipt
   • The date and time of your order
   • A description of the issue (e.g., missing item, quality concern)
   • Photographs of the item(s) if applicable (especially for food quality issues)
   • The payment method used
2. Contact Our Customer Support Team: Reach out to us using one of the following methods:
   • Email: [email protected]
   • Website: swis-chalets.com (via the Contact Us page)
3. Submit Your Refund Request: Provide all relevant details and attach any supporting documentation, including photos if available. Clearly state whether you are requesting a full refund, partial refund, or replacement.
4. Receive an Acknowledgment: Our customer support team will acknowledge your request within 1–2 business days via email.
5. Review and Decision: Our team will review your claim and may follow up with additional questions. A decision will be communicated to you within 5–7 business days of receiving all required information.
6. Refund Issuance: If your refund is approved, it will be processed according to the payment method timelines outlined in Section 5 below.

5. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will vary depending on the original payment method used:

6. Partial Refunds

In certain circumstances, Swiss Chalet may offer a partial refund rather than a full refund. Partial refunds may be granted in the following situations:

• Only a portion of the order was affected (e.g., one item out of several was missing or unsatisfactory).
• The food item was partially consumed before a quality issue was identified.
• The refund request falls outside the standard timeframe but is still considered valid in part.
• A discount, coupon, or promotional credit was applied to the original order; in such cases, the refund amount will reflect the actual amount paid.
• The customer accepts a partial refund in lieu of a full replacement or exchange.

Partial refund amounts will be communicated clearly to the customer prior to processing. Customers may accept or dispute the partial refund decision, as outlined in the Dispute Resolution section.

7. Exchange Policy

Swiss Chalet offers exchanges in situations where a full refund is not preferred by the customer. The following exchange conditions apply:

• Incorrect Item Received: If you received the wrong item, we will arrange for the correct item to be prepared and delivered or made available for pickup at no additional cost, subject to availability.
• Food Quality Issue: If a food item does not meet our quality standards, we may offer to replace the item with the same or a comparable menu item.
• Exchange Timeframes: Exchange requests must be made within 24 hours of the original order delivery or pickup.
• In-Store Exchanges: For in-store purchases, exchanges may be processed directly at the location where the purchase was made, subject to management approval.
• Non-Exchangeable Items: Customized items prepared to specific customer instructions are not eligible for exchange unless there is a verifiable error on Swiss Chalet's part.

8. Cancellation Policy

Our cancellation policy varies depending on the type of order placed:

8.1 Standard Online Orders

• Orders may be cancelled within 5 minutes of placement through swis-chalets.com or by contacting us immediately at [email protected].
• Once food preparation has begun, cancellations are generally not accepted, and a refund may not be issued.
• If a cancellation is accepted after preparation has started, a partial refund may be offered at Swiss Chalet's discretion.

8.2 Catering and Group Orders

• Catering orders must be cancelled at least 48 hours prior to the scheduled delivery or pickup time to receive a full refund.
• Cancellations made between 24 and 48 hours before the order time may be subject to a cancellation fee of up to 25% of the total order value.
• Cancellations made less than 24 hours before the scheduled time may not be eligible for a refund, as ingredients and preparation will have already commenced.

8.3 Third-Party Platform Orders

For orders placed through third-party delivery platforms such as UberEats, DoorDash, or Skip The Dishes, cancellation policies are governed by the respective platform's terms and conditions. Swiss Chalet is not responsible for cancellation decisions made by third-party platforms.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund or exchange request, Swiss Chalet encourages the following dispute resolution process:

1. Internal Review Request: Submit a written request for an internal review to [email protected] with the subject line "Refund Dispute – [Your Order Number]." Include all relevant documentation and a clear description of your concern.
2. Escalation to Management: Your dispute will be escalated to a senior customer experience manager, who will review the case and respond within 7 business days.
3. Mediation: If the dispute remains unresolved after internal review, both parties may agree to engage a neutral third-party mediator in accordance with applicable Canadian law.
4. Consumer Protection Authorities: Customers in Canada have the right to file a complaint with their provincial consumer protection office. For example:
   • Ontario: Consumer Protection Ontario
   • British Columbia: Consumer Protection BC
   • Quebec: Office de la protection du consommateur
   • Alberta: Service Alberta – Consumer Investigations Unit
5. Legal Recourse: As a last resort, customers may pursue legal remedies through Canadian small claims courts or other applicable legal channels, as permitted by law.

10. Special Circumstances and Exceptions

Swiss Chalet recognizes that extraordinary circumstances may occasionally warrant exceptions to this Refund Policy. These may include:

• Allergic Reactions: If a customer experiences an allergic reaction due to an error on our part (e.g., incorrect allergen information or cross-contamination not disclosed), we urge the customer to seek medical attention immediately and contact us as soon as possible. Such cases will be treated with the highest priority and sensitivity.
• Natural Disasters or Service Disruptions: In the event of significant service disruptions due to unforeseen circumstances (e.g., power outages, severe weather, natural disasters), Swiss Chalet will assess refund eligibility on a case-by-case basis and communicate with affected customers promptly.
• Technical Errors: If a technical error on swis-chalets.com results in an incorrect charge, duplicate order, or failed transaction, a full refund will be issued upon verification.

11. Compliance with Canadian Law

This Refund Policy is intended to comply with all applicable Canadian federal and provincial consumer protection laws, including but not limited to:

• The Consumer Protection Act, 2002 (Ontario) and equivalent provincial legislation
• The Competition Act (Canada)
• The Personal Information Protection and Electronic Documents Act (PIPEDA) with respect to handling personal data submitted during refund requests
• Applicable provincial food safety and retail regulations

Nothing in this policy is intended to limit or waive any rights that customers have under applicable Canadian law. In the event of a conflict between this policy and applicable law, the law shall prevail.

12. Policy Updates

Swiss Chalet reserves the right to update or modify this Refund Policy at any time. Changes will be effective upon posting to swis-chalets.com. Customers are encouraged to review this policy periodically. Continued use of our services after any changes constitutes acceptance of the updated policy.

13. Contact Information for Refund Requests

For all refund requests, exchanges, cancellations, and related inquiries, please contact us using the details below: