Refund Policy
Your satisfaction is our priority. Learn about our refund process and policies.
Effective Date: January 1, 2025
Our Commitment to Customer Satisfaction
At Swiss Chalet, we are committed to providing exceptional dining experiences and high-quality food. We understand that sometimes things don't meet your expectations, and we want to make it right.
Our Promise: If you're not completely satisfied with your order, we will work with you to resolve the issue promptly and fairly.
This refund policy outlines the terms and conditions under which refunds may be requested and processed. By placing an order with Swiss Chalet, you agree to the terms outlined in this policy.
Refund Eligibility
To be eligible for a refund, your request must meet the following conditions:
Timeframe Requirements
- Dine-in orders: Concerns must be raised during your visit
- Takeout orders: Within 2 hours of pickup
- Delivery orders: Within 1 hour of delivery
- Catering orders: Within 2 hours of scheduled service time
- Gift cards: Within 30 days of purchase (unused only)
Condition Requirements
- Food must be substantially uneaten (more than 75% remaining)
- Original packaging must be intact for takeout/delivery
- No evidence of tampering or mishandling
- Valid reason for dissatisfaction must be provided
Proof of Purchase
- Original receipt or order confirmation
- Credit card statement (if receipt unavailable)
- Order number for online/app purchases
- Valid government-issued ID may be required
Non-Refundable Items & Services
The following items and services are not eligible for refunds:
Food & Beverages
- Consumed or partially consumed meals (less than 75% remaining)
- Custom or special-order items
- Alcoholic beverages (unless defective)
- Items ordered with specific dietary restrictions that were met
Services & Other Items
- Completed catering services
- Event booking fees
- Promotional items and freebies
- Gift cards used partially or in full
Note: Items excluded from refunds may still be eligible for exchange or store credit at management's discretion.
How to Request a Refund
Follow these steps to request a refund:
Contact Us Immediately
Reach out as soon as possible within the eligible timeframe through phone, email, or in-person.
Provide Order Details
Share your receipt, order number, and specific details about the issue you experienced.
Allow for Assessment
Our team will review your request and may ask for photos or additional information.
Receive Resolution
We'll provide a solution within 24-48 hours, which may include a refund, exchange, or store credit.
Important: Keep all items and packaging until your refund request has been processed and approved.
Refund Processing & Methods
How Refunds Are Processed
- Refunds are issued to the original payment method used
- Cash payments receive cash refunds (with valid receipt)
- Credit/debit card payments are refunded to the same card
- Gift card purchases are refunded as store credit or new gift card
Processing Timeframes
Immediate Refunds
- • Cash payments: Instant
- • Gift card refunds: Instant
- • In-restaurant issues: Same visit
Processing Time
- • Credit cards: 3-5 business days
- • Debit cards: 1-3 business days
- • Bank transfers: 5-7 business days
Note: Processing times may vary depending on your financial institution's policies.
Exchanges vs. Refunds
In many cases, we prefer to offer exchanges or replacements rather than refunds to ensure you have a positive dining experience.
Exchange Options
- Replacement of the same item
- Different menu item of equal or lesser value
- Store credit for future visits
- Complimentary meal voucher
When Exchanges Are Preferred
- Incorrect order preparation
- Food temperature issues
- Missing items from order
- Quality concerns that can be addressed
Customer Choice: You always have the option to choose between a refund or exchange, subject to our policy terms.
Damaged or Defective Items Policy
We take special care with damaged or defective items and have expedited procedures for these cases:
Immediate Action Items
- Foreign objects found in food
- Spoiled or expired ingredients
- Packaging damage causing contamination
- Incorrect allergen information resulting in safety concerns
Our Response
- Immediate refund or replacement (customer's choice)
- Incident documentation for quality improvement
- Follow-up to ensure customer satisfaction
- Potential additional compensation for inconvenience
Safety First: If you encounter any safety concerns with your food, please contact us immediately and do not consume the item.
Contact Us for Refund Requests
Our customer service team is ready to help resolve any issues with your order.
Phone
+31 242 594 8915
Daily: 8:00 AM - 10:00 PMIn Person
122 Queen Street, Canada
Speak with a managerWhen Contacting Us, Please Have Ready:
- • Order receipt or confirmation number
- • Date and time of purchase/visit
- • Detailed description of the issue
- • Photos if applicable
Policy Updates
Swiss Chalet reserves the right to update this refund policy at any time. Changes will be effective immediately upon posting on our website.
- Customers will be notified of significant changes via email (if subscribed)
- Updated policies apply to orders placed after the effective date
- Previous policy terms apply to orders placed before updates
Last Updated: January 1, 2025