Refund Policy

At 4 Rivers, we are committed to delivering a high-quality food experience to every customer. We understand that there are occasions where a refund or exchange may be necessary, and we have established this Refund Policy to ensure a fair, transparent, and straightforward process for all parties. Please read this policy carefully before placing your order.

1. Overview

This Refund Policy applies to all purchases made through our website bbq-4rivers.click, including online orders for pickup, delivery, catering, and any other food-related services offered by 4 Rivers. By placing an order with us, you acknowledge and agree to the terms set forth in this policy.

Our goal is to resolve all refund and complaint situations fairly and efficiently. If you are not satisfied with your purchase, we encourage you to contact us as soon as possible so we can work toward a resolution.

2. Eligibility Conditions for Refunds

To be eligible for a refund, one or more of the following conditions must be met:

• You received an incorrect item that does not match what was ordered.
• Your order arrived in a condition that was clearly unsatisfactory, spoiled, or unsafe for consumption.
• Your order was never delivered or picked up due to a fault on our part.
• A significant portion of your order was missing and not accounted for at the time of delivery or pickup.
• You experienced a documented allergic reaction due to an undisclosed ingredient that was not listed on the menu or communicated at the time of purchase.
• A duplicate charge occurred on your payment method for the same order.
• The food quality was substantially below the standard reasonably expected from a professional food service provider.

All refund requests are subject to review and verification by our customer service team. We reserve the right to request supporting documentation, such as photos of the received food, order confirmation numbers, or payment receipts.

3. Timeframes for Refund Requests

To ensure prompt resolution, refund requests must be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a full refund. However, we may, at our sole discretion, offer store credit or a partial refund in exceptional circumstances.

4. Non-Refundable Items and Services

Certain items and services are not eligible for refunds under any circumstances, including but not limited to:

• Orders that have been fully consumed or substantially eaten before a complaint is raised.
• Items where the customer provided incorrect delivery information, resulting in a failed delivery.
• Promotional, discounted, or complimentary items received as part of a special offer.
• Gift cards or store credit once they have been used or partially redeemed.
• Customized or specially prepared menu items that were made to the customer's specific instructions and delivered correctly.
• Orders cancelled after preparation has already begun (except in cases where we are at fault).
• Service fees, delivery fees, or gratuity charges applied at checkout.

5. How to Request a Refund (Step-by-Step)

Requesting a refund from 4 Rivers is simple. Please follow the steps below to ensure your request is processed quickly and efficiently:

1. Gather Your Information: Before contacting us, have the following ready: your order number, the date and time of your order, the email address used to place the order, and a brief description of the issue. If applicable, take clear photographs of the problem (e.g., incorrect or damaged items).
2. Contact Us: Reach out to our customer service team via email at [email protected] or visit our website at bbq-4rivers.click. In your message, clearly state that you are requesting a refund and include all relevant details.
3. Submit Supporting Evidence: Attach any photos, screenshots, or other documentation that supports your claim. This helps us assess your request faster and more accurately.
4. Await Confirmation: Our team will acknowledge receipt of your request within 1–2 business days and begin the review process.
5. Review and Decision: After reviewing your request and supporting documentation, we will notify you of our decision within 3–5 business days. If approved, we will inform you of the refund amount and method.
6. Refund Issuance: Once approved, your refund will be processed according to the timelines described in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive the funds depends on your original payment method:

Please be aware that while we process refunds promptly on our end, your bank or financial institution may take additional time to post the credit to your account. We recommend contacting your bank if you have not received a refund within the timeframe specified above.

7. Partial Refunds

In certain situations, only a partial refund may be granted. These include:

• Only a portion of the order was incorrect or unsatisfactory, while the remainder was delivered and received in acceptable condition.
• The issue reported pertains to a minor quality concern rather than a fundamental failure to deliver the order as described.
• The customer partially consumed the order before identifying the issue, making it impossible to return or assess the full quantity.
• A catering order was partially set up or served before an issue arose.

The amount of a partial refund will be determined at the discretion of our customer service team, based on the nature and extent of the issue and the proportion of the order affected.

8. Exchange Policy

Due to the perishable nature of food products, we generally do not offer direct exchanges. However, in situations where an incorrect item was delivered, we will make every reasonable effort to:

• Arrange for a replacement item to be delivered as soon as possible, subject to availability and operating hours.
• Offer a store credit equivalent to the value of the incorrect item if a replacement cannot be arranged in a timely manner.
• Issue a full or partial refund if neither a replacement nor store credit is a satisfactory solution for the customer.

Exchange and replacement requests must be made within the timeframes outlined in Section 3 of this policy. We reserve the right to assess each exchange request individually and offer the most appropriate solution based on the specific circumstances.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

9.1 Standard Orders (Delivery and Pickup)

• Orders may be cancelled free of charge if cancelled within 15 minutes of placing the order, provided that preparation has not yet begun.
• If an order has already entered the preparation stage, cancellation may not be possible, and no refund will be issued.
• To cancel an order, contact us immediately at [email protected] with your order number and cancellation request.

9.2 Catering Orders

• Catering orders cancelled more than 72 hours before the scheduled event are eligible for a full refund.
• Catering orders cancelled between 24 and 72 hours before the event are eligible for a 50% refund. The remaining 50% may be issued as store credit.
• Catering orders cancelled less than 24 hours before the event are not eligible for a refund, as preparation and staffing costs will have already been incurred.

9.3 Cancellation by 4 Rivers

In rare circumstances, 4 Rivers may need to cancel an order due to unforeseen operational issues, ingredient shortages, severe weather, or other events beyond our control. In such cases, customers will receive a full refund or may choose to reschedule at no additional charge.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, 4 Rivers offers a structured dispute resolution process to ensure fair treatment for all customers:

1. Step 1 – Internal Review: Submit a formal written dispute to [email protected] with the subject line "Refund Dispute." Include your original refund request details, the outcome you received, and the reason you believe the decision should be reconsidered. Our management team will review your case within 5 business days.
2. Step 2 – Escalated Management Review: If the internal review does not resolve your concern, your case will be escalated to senior management for a final internal review. You will receive a response within an additional 5 business days.
3. Step 3 – Third-Party Mediation: If the dispute cannot be resolved through internal channels, both parties agree to seek resolution through a neutral third-party mediator before pursuing any legal action. Mediation costs will be shared equally unless otherwise agreed.
4. Step 4 – Legal Remedies: If mediation is unsuccessful, either party may pursue available legal remedies under applicable United States federal and state law, including but not limited to consumer protection laws enforced by the Federal Trade Commission (FTC) under the FTC Act (15 U.S.C. § 45).

11. Chargebacks and Payment Disputes

We strongly encourage customers to contact us directly before initiating a chargeback with their bank or credit card provider. Most issues can be resolved quickly and amicably through our customer service team. Initiating an unwarranted chargeback may result in the suspension of your account and future ordering privileges with 4 Rivers.

If a chargeback is filed, we reserve the right to dispute the claim with supporting documentation, including order records, delivery confirmation, and communication history.

12. Store Credit

In some cases, refunds may be issued in the form of store credit rather than a monetary refund. Store credit:

• Is valid for use on future orders placed through bbq-4rivers.click.
• Has no expiration date unless otherwise stated at the time of issuance.
• Cannot be transferred, sold, or exchanged for cash.
• Will be applied automatically at checkout when your account is logged in.

13. Policy Updates

4 Rivers reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at bbq-4rivers.click with a revised effective date. Continued use of our website or services after any changes constitutes your acceptance of the updated policy. We recommend reviewing this page periodically to stay informed of any updates.

14. Contact Information for Refund Requests

For all refund inquiries, cancellations, exchanges, or disputes, please contact our customer service team using the information below. We are committed to responding to all inquiries in a timely and professional manner.

When contacting us, please include your order number, the email address used to place the order, and a detailed description of your concern to help us process your request as efficiently as possible.