Refund Policy

1. Introduction

At Cheezario, customer satisfaction is our top priority. We understand that sometimes issues arise with orders, and we are committed to resolving these issues fairly and efficiently. This Refund Policy explains our procedures for refunds, exchanges, and order issues.

By placing an order with Cheezario, you agree to the terms of this Refund Policy. Please read this policy carefully to understand your rights and our responsibilities regarding refunds and exchanges.

2. Order Satisfaction Guarantee

We stand behind the quality of our products. If you are not satisfied with your order for any reason, please contact us within 30 minutes of delivery or at the time of pickup. We will work with you to make it right by offering one of the following solutions:

• Replacement of the item(s)
• Store credit for future orders
• Partial or full refund to the original payment method

The solution offered will depend on the specific circumstances and nature of the issue.

3. Refund Eligibility

You may be eligible for a refund in the following situations:

3.1 Food Quality Issues

We take food quality very seriously. If your order does not meet our quality standards, you may be eligible for a refund. Examples include:

• Undercooked or overcooked food
• Foreign objects in food
• Spoiled or expired ingredients
• Food that significantly deviates from its description

3.2 Incorrect Orders

If you receive an incorrect item or if items are missing from your order, please contact us immediately. We will verify the issue against your original order and offer an appropriate solution.

3.3 Delivery Issues

We may provide a full or partial refund in the following delivery scenarios:

• Excessive delivery delays (exceeding our quoted delivery time by more than 45 minutes)
• Food delivered to the wrong address due to our error
• Food that arrives in poor condition due to improper handling during delivery

3.4 Technical Issues

If you experience technical issues with our website or app that result in duplicate charges or other payment errors, we will issue a refund for the erroneous charges once verified.

4. Refund Process

4.1 How to Request a Refund

To request a refund, you can:

• Call our customer service at +449934716477
• Email us at [email protected]
• Use the "Contact Us" form on our website
• Speak to a manager at the restaurant (for pickup orders)

When requesting a refund, please provide:

• Your order number
• Date and time of order
• Description of the issue
• Photos of the problem (if applicable and possible)

4.2 Timeframe for Refund Requests

For food quality, incorrect orders, or delivery issues, you must contact us within 30 minutes of receiving your order to be eligible for a refund.

For technical or billing issues, please contact us within 7 days of the charge appearing on your account.

4.3 Refund Processing Time

Once we approve your refund request:

• Credit/debit card refunds typically take 3-5 business days to appear in your account, depending on your financial institution
• Digital payment method refunds (PayPal, Apple Pay, etc.) typically process within 1-3 business days
• Store credits are applied to your account immediately

5. Non-Refundable Situations

Refunds may not be available in the following situations:

• Customer preference issues (e.g., you ordered a menu item but simply didn't enjoy it)
• Complaints made more than 30 minutes after delivery or pickup
• Orders that have been fully consumed
• Special orders that were prepared according to your specific instructions
• Issues resulting from incorrect information provided by the customer (e.g., wrong delivery address)
• Delivery delays due to circumstances beyond our control (severe weather, traffic accidents, etc.)

However, we evaluate each situation on a case-by-case basis and may offer store credit or other accommodations even in these situations as a gesture of goodwill.

6. Promotions, Discounts, and Gift Cards

6.1 Promotions and Discounts

If your order included a promotion or discount:

• The promotional or discounted amount may not be refunded in cash
• If a partial refund is issued, it will be calculated proportionally based on the actual amount paid
• One-time use promotions that have been applied to an order that is subsequently refunded may not be reusable

6.2 Gift Cards

Purchased gift cards are non-refundable. However:

• If you experience issues with using a gift card, we will assist in resolving the problem
• If a gift card is damaged or defective at the time of receipt, we will replace it
• Gift card balances are protected from expiration in accordance with applicable laws

7. Delivery Fees and Service Charges

Our policy regarding delivery fees and service charges is as follows:

• Delivery fees may be refunded if the delivery was significantly delayed (more than 45 minutes beyond the estimated delivery time) due to reasons within our control
• Delivery fees are not refundable for issues related to food quality or incorrect items
• Service charges may be refunded proportionally with the refunded food items

8. Repeated Refund Requests

While we value your satisfaction and will address legitimate concerns, we monitor patterns of refund requests. In cases of excessive or suspicious refund requests, we reserve the right to:

• Request additional verification or documentation
• Limit future refund eligibility to store credit only
• Decline refund requests if we suspect abuse of our policy

Our goal is to maintain a fair refund policy for all customers while protecting our business from fraudulent claims.

9. 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. It is your responsibility to review this Refund Policy periodically for changes. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.

10. Contact Us

If you have any questions about our Refund Policy or need assistance with a refund request, please contact us at:

Cheezario
Flat 91 Lloyd View, Johnhaven WN6 8BX
Email: [email protected]
Phone: +449934716477

Our customer service team is available 7 days a week from 10:00 AM to 11:00 PM.

11. Customer Satisfaction Commitment

Beyond our refund policy, we want to emphasize our commitment to your satisfaction. If you're ever not completely satisfied with your Cheezario experience, we encourage you to let us know. Your feedback helps us improve our food and service for everyone.

In many cases, we may offer gestures of goodwill that exceed this formal policy because we truly value your business and want to ensure you remain a happy Cheezario customer.