Refund Policy

At Firehouse Sandwiches, we strive to provide you with the highest quality food and service. We understand that sometimes things don't go as planned, and we want to make sure our refund and compensation policies are clear. This policy outlines when and how we process refunds and compensate for issues with your order.

Our Satisfaction Guarantee

Our goal is to ensure every customer has a positive experience with Firehouse Sandwiches. If your order doesn't meet your expectations, we offer several remedies depending on the situation, including refunds, store credit, replacement items, or free items on your next order.

Refund Eligibility

We consider refunds and compensation for the following situations:

1. Order Quality Issues

• Incorrect Items: If you received items different from what you ordered
• Missing Items: If items are missing from your order
• Food Quality: If the food quality does not meet our standards (cold food that should be hot, spoiled ingredients, etc.)
• Foreign Objects: If you find any foreign objects in your food

2. Delivery Issues

• Excessive Delay: If your delivery is significantly delayed beyond the estimated delivery time (typically more than 30 minutes)
• Damaged During Delivery: If your order arrives significantly damaged due to handling during delivery
• Undelivered Orders: If your order was marked as delivered but you never received it

3. Technical Issues

• Double Charging: If you were charged multiple times for the same order
• System Errors: If our ordering system made errors in processing your order

Refund Request Process

To request a refund or compensation, please follow these steps:

1. Contact Us Promptly: Please report any issues within 24 hours of receiving your order. You can reach us through:
   • Our website: Use the "Report an Issue" button in your order confirmation email or in your account order history
   • Email: info@firehousedelivery.com
   • Phone: +440565470031 during business hours
2. Provide Order Details: Please include your order number, date of order, specific items with issues, and a description of the problem
3. Photo Evidence (if applicable): For food quality or damaged order issues, photos help us address the problem more effectively

Once we receive your request, a customer service representative will review it and respond within 24 hours (except weekends and holidays, which may take longer).

Types of Compensation

Depending on the nature and severity of the issue, we may offer one or more of the following forms of compensation:

Full Refund

A complete refund of your order total will be processed to your original payment method. This is typically offered for:

• Orders that were never delivered
• Orders with serious food safety concerns
• Multiple significant issues with an order

Partial Refund

A refund for specific items that had issues. This is typically offered for:

• Individual incorrect or missing items
• Quality issues with specific items

Store Credit

Credit added to your account for use on future orders. This is typically offered for:

• Minor quality issues
• Moderate delivery delays
• As an alternative to partial refunds

Replacement Items

We may offer to remake and deliver replacement items at no charge on your next order.

Delivery Fee Refund

Refund of delivery fees only, typically offered for delivery delays or minor issues.

Refund Processing Time

Once a refund is approved:

• Credit/Debit Card Refunds: Typically processed within 1-2 business days on our end, but may take an additional 3-10 business days to appear on your statement, depending on your financial institution
• Store Credit: Added to your account immediately upon approval
• Other Payment Methods: Processing times vary; our customer service team will provide specific timeframes

Cancellation Policy

Order Cancellations

You may cancel your order and receive a full refund under the following conditions:

• Before Preparation: If you cancel before the restaurant begins preparing your order (typically within the first 5 minutes after ordering), you are eligible for a full refund
• After Preparation Begins: Once your order enters preparation, cancellations may result in partial or no refund, as food has already been prepared

To cancel an order, please call us immediately at +440565470031 or use the cancellation option in your order confirmation if available.

Scheduled Orders

For orders scheduled in advance:

• Cancellations made more than 2 hours before the scheduled delivery time will receive a full refund
• Cancellations made less than 2 hours before the scheduled delivery time may be subject to a 20% cancellation fee

Catering Orders

Catering orders have a separate cancellation and refund policy:

• Cancellations more than 24 hours before the scheduled delivery time will receive a full refund
• Cancellations within 24 hours of the scheduled delivery time may receive a partial refund (typically 50-75% of the order value)
• Same-day cancellations may not be eligible for a refund as food preparation has likely already begun

For large catering orders, specific cancellation terms will be provided at the time of ordering.

Exceptions and Limitations

Repeated Claims

While we value your feedback and want to ensure your satisfaction, accounts with an unusual pattern of refund requests may be flagged for review and may affect future refund eligibility.

External Factors

In some cases, issues may arise due to factors beyond our control, such as:

• Severe weather conditions affecting delivery times
• Road closures or traffic conditions
• Force majeure events

In these cases, we may offer alternative forms of compensation rather than full refunds.

Third-Party Delivery Platforms

If you ordered through a third-party delivery platform (e.g., DoorDash, Uber Eats, Grubhub), their refund policy may apply instead of ours. However, we still want to hear about your experience and will work with the platform to resolve issues.

Gift Cards and Promotional Credits

Purchased gift cards are non-refundable but have no expiration date.

Promotional credits, discount codes, and complimentary items are not eligible for cash refunds.

Policy Changes

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.