Refund Policy

Our commitment to customer satisfaction and service excellence

1. Overview

At Swiss Chalet, customer satisfaction is our top priority. We are committed to providing exceptional food quality and service. This refund policy outlines the terms and conditions under which we will issue refunds for orders placed through our restaurant, delivery service, or online platform.

Customer Satisfaction Guarantee: We stand behind the quality of our food and service. If you are not completely satisfied with your order, we will work with you to make it right.

This policy applies to all purchases made at Swiss Chalet locations, through our delivery partners, or via our online ordering system. By placing an order with us, you acknowledge that you have read, understood, and agree to be bound by this refund policy.

2. Refund Eligibility

To be eligible for a refund, your request must meet the following criteria:

Timeframe Requirements

  • Refund requests must be made within 24 hours of order delivery or pickup
  • For dine-in orders, issues must be reported before leaving the restaurant
  • Delivery orders must be reported within 2 hours of delivery completion
  • Catering orders must be reported within 4 hours of delivery or pickup

Valid Reasons for Refund

  • Order was incorrect or incomplete
  • Food quality does not meet our standards (cold, overcooked, undercooked)
  • Food safety concerns or contamination
  • Delivery was significantly delayed beyond estimated time
  • Order was not delivered or received
  • Billing errors or duplicate charges

Proof of Purchase

You must provide valid proof of purchase, including:

  • Original receipt or order confirmation
  • Order number and date of purchase
  • Payment method used for the transaction
  • Photo evidence (if applicable for quality issues)

3. Non-Refundable Items

The following items and services are not eligible for refunds:

  • Gift cards and promotional vouchers
  • Delivery fees (unless delivery was not completed)
  • Service charges and tips
  • Special event catering after service has begun
  • Custom or special-order items that were prepared to specification
  • Orders that were consumed in full before reporting an issue
  • Orders refused by customer at delivery without valid reason
  • Orders where customer provided incorrect delivery address
Note: Partial refunds may be available for large orders where only certain items were affected. Each case will be evaluated individually.

4. Refund Process

Follow these steps to request a refund:

1
Contact Customer Service
Call us at +1 905-625-1137 or email [email protected] with your order details and reason for refund request.
2
Provide Order Information
Share your order number, receipt, date of purchase, and detailed description of the issue.
3
Investigation
Our team will review your request and may contact you for additional information or clarification.
4
Resolution
We will provide a decision within 24-48 hours and process approved refunds according to our refund methods policy.
5
Confirmation
You will receive confirmation of the refund processing and expected timeline for the funds to appear in your account.

5. Refund Methods

Refunds will be processed using the following methods and timeframes:

Original Payment Method

  • Credit Cards: 3-5 business days from approval
  • Debit Cards: 2-3 business days from approval
  • Cash Payments: Immediate refund or store credit
  • Digital Wallets: 1-3 business days from approval
  • Third-party Apps: According to platform's refund policy

Alternative Refund Options

  • Store credit for future orders (issued immediately)
  • Replacement order of equal or lesser value
  • Swiss Chalet gift card for the refund amount
Processing Time: Please note that while we process refunds quickly, the time for funds to appear in your account depends on your financial institution's processing times.

6. Exchanges

In many cases, we prefer to resolve issues through exchanges rather than refunds:

Exchange Options

  • Replacement of incorrect or unsatisfactory items
  • Upgrade to higher-value menu items (customer pays difference)
  • Alternative menu items of equal value
  • Fresh preparation of the same order

Exchange Process

  • Exchanges must be requested within the same timeframe as refunds
  • Original items may need to be returned (when safe and applicable)
  • Exchange orders will be prioritized for quick preparation
  • No additional delivery charges for exchange orders

Exchanges are often the fastest way to resolve order issues and ensure you receive the quality meal you expected.

7. Damaged or Defective Items

Special procedures apply to damaged or defective food items:

Immediate Action Required

  • Do not consume items that appear contaminated or unsafe
  • Take photos of the issue for documentation
  • Contact us immediately at +1 905-625-1137
  • Preserve the item for inspection if requested

Food Safety Priority

  • Full immediate refund for food safety concerns
  • Investigation of preparation and handling procedures
  • Additional compensation may be provided case by case
  • Follow-up to ensure customer health and safety
Health and Safety: Your health and safety are paramount. Any food safety concerns will be handled with utmost priority and urgency.

8. Contact Information

For refund requests, questions about this policy, or any other customer service needs, please contact us:

Customer Service

Phone: +1 905-625-1137

Email: [email protected]

Address: 2179 Dundas St E, Mississauga, ON L4X 1M3, Canada

Hours: Monday - Friday: 9:00 AM - 6:00 PM

Response Times

  • Phone: Immediate assistance during business hours
  • Email: Response within 24 hours
  • Urgent Issues: Same-day resolution priority
  • Weekend/Holiday: Next business day response
Tip: For fastest resolution, please have your order number and receipt ready when contacting customer service.

Policy Updates

This refund policy may be updated periodically. Current policy version is always available on our website. Changes become effective immediately upon posting. Continued use of our services after policy changes constitutes acceptance of the updated terms.

Last Updated: January 2025