Refund Policy

At 4 Rivers BBQ, we are committed to delivering exceptional food and a satisfying dining experience to every customer. We understand that situations may arise where a refund or exchange is necessary, and we want to ensure that our process is transparent, fair, and straightforward. Please read this Refund Policy carefully to understand your rights and our obligations regarding refunds, cancellations, and exchanges.

By placing an order — whether in-person, online through 4rivers-bbq.rest, or via a third-party delivery platform — you acknowledge and agree to the terms outlined in this Refund Policy. This policy applies to all food orders, catering services, merchandise, and any other products or services offered by 4 Rivers BBQ.

1. Our Commitment to Customer Satisfaction

4 Rivers BBQ takes pride in the quality of our food and service. Every order is prepared with care using fresh, high-quality ingredients. However, we recognize that issues can occasionally occur, and we are dedicated to resolving them promptly and professionally. Our goal is to ensure that every customer feels valued and treated fairly.

If you are not satisfied with your order for any legitimate reason, we encourage you to contact us as soon as possible so we can work toward a resolution. We review all refund and complaint requests on a case-by-case basis and strive to reach the most equitable outcome for all parties involved.

2. Eligibility Conditions for Refunds

Refunds may be granted under the following circumstances:

• You received an incorrect item that does not match your order confirmation.
• Your food arrived in a condition that is clearly unsatisfactory, spoiled, or unsafe to consume.
• A significant portion of your order was missing at the time of delivery or pickup.
• Your order was never delivered and cannot be confirmed as received.
• A duplicate charge was applied to your payment method for a single order.
• A catering order was canceled within the permitted cancellation window (see Section 8).
• You experienced a verified quality issue substantiated with photographic or other evidence.

To be eligible for a refund, you must meet the following general requirements:

• The refund request must be submitted within the applicable timeframe outlined in Section 3.
• You must provide sufficient information and, where applicable, photographic evidence of the issue.
• The claim must be legitimate and verifiable through our records or the delivery platform's records.

3. Timeframes for Refund Requests

We require that all refund requests be submitted within the following timeframes to be considered eligible:

Requests submitted after these timeframes may not be honored. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issues are identified.

4. Non-Refundable Items and Services

Certain items and services are non-refundable under our policy. These include:

• Consumed food items: Food that has been substantially consumed cannot be returned or refunded based solely on dissatisfaction with flavor or seasoning preferences.
• Special or custom orders: Items specially prepared upon customer request with specific customizations that deviate from our standard menu are non-refundable unless they contain a verified quality defect.
• Gift cards: Gift cards are non-refundable once purchased and cannot be exchanged for cash, except as required by applicable state law.
• Promotional or discounted items: Items purchased using promotional discounts, coupons, or special offers are non-refundable unless a clear quality issue is present.
• Catering deposits (non-cancellable): Deposits made for catering events that are canceled outside the permitted cancellation window are non-refundable (see Section 8).
• Third-party platform orders: Orders placed through third-party delivery services (e.g., DoorDash, Uber Eats, Grubhub) are subject to those platforms' individual refund policies. 4 Rivers BBQ does not control and is not responsible for refunds processed by third parties.

5. How to Request a Refund

If you believe you are eligible for a refund, please follow these steps to submit your request:

1. Gather your information: Before contacting us, please have the following ready:
   • Your full name and contact information
   • Order number or confirmation number
   • Date and time of the order
   • Description of the issue
   • Photographs or supporting evidence (if applicable)
2. Contact us through one of the following channels:
   • Email: [email protected]
   • Website: 4rivers-bbq.rest
3. Submit your request in writing: Provide a clear description of the problem, including all relevant details. Attach any photos or documentation that support your claim.
4. Await our response: Our customer service team will review your request and respond within 2–3 business days. We may contact you for additional information if necessary.
5. Receive a decision: Once your claim has been reviewed, we will notify you of our decision via the contact information you provided. If approved, we will initiate the refund process promptly.

6. Refund Processing Times by Payment Method

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

Please note that processing times are estimates and may vary depending on your bank or financial institution. 4 Rivers BBQ is not responsible for delays caused by your bank or payment processor after we have initiated the refund from our side.

7. Partial Refunds

In some situations, a partial refund may be issued rather than a full refund. Partial refunds may apply in the following circumstances:

• Only a portion of your order was incorrect, missing, or of unsatisfactory quality.
• The item in question was partially consumed before the issue was identified.
• A catering order was partially completed before cancellation.
• A discount, coupon, or promotional code was applied to the original order, in which case the refund may be calculated based on the actual amount paid.
• The issue reported affects only a specific component of a combo or bundle order.

The amount of a partial refund will be determined by 4 Rivers BBQ at our sole discretion based on the nature and extent of the issue reported. We will clearly communicate the refund amount and the reasoning behind it when issuing our decision.

8. Cancellation Policy

8.1 Standard Food Orders (Pickup and Delivery)

Because our food is freshly prepared upon order, cancellations must be made immediately after placing your order — ideally within 5 minutes of confirmation. Once preparation has begun, we are unable to guarantee a cancellation or full refund for standard orders. Please contact us immediately if you need to cancel a recently placed order.

8.2 Catering Orders

Catering orders require significant advance planning and resource allocation. Our catering cancellation policy is as follows:

In the event of an emergency or extraordinary circumstance (such as a severe weather event or medical emergency), please contact us directly. We will review such cases on an individual basis and may offer store credit or rescheduling as an alternative.

9. Exchange Policy

We understand that receiving an incorrect item can be frustrating. Where operationally feasible, we will offer to replace an incorrect or defective item rather than issue a monetary refund. Our exchange policy works as follows:

• Incorrect items: If you received a menu item different from what you ordered, we will prepare and deliver or make available the correct item at no additional charge.
• Quality issues: If an item does not meet our quality standards and you choose an exchange over a refund, we will prioritize preparing a fresh replacement.
• Merchandise: Unopened, unused merchandise in its original packaging may be exchanged within 14 days of purchase. Shipping or return costs for merchandise exchanges are the responsibility of the customer unless the exchange is due to our error.

Exchanges are subject to item availability. If the item you ordered is no longer available, we will offer you a comparable substitute or a refund for that item.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, we encourage you to follow the steps below to seek further resolution:

1. Internal escalation: Contact us again at [email protected] and request that your case be escalated to a senior manager. Please reference your original request number or case details so we can review the matter thoroughly.
2. Written dispute: Submit a formal written dispute via email outlining your concerns, the resolution you are seeking, and any additional documentation you believe is relevant. We will respond within 5 business days.
3. Chargeback / Payment provider dispute: If you believe you have been wrongfully charged and we have been unable to resolve the matter, you retain the right to contact your bank, credit card issuer, or payment provider to initiate a chargeback or payment dispute in accordance with their terms and applicable federal law under the Fair Credit Billing Act (FCBA).
4. Consumer protection resources: Customers in the United States may also contact the Federal Trade Commission (FTC) at ftc.gov or their respective state's Attorney General office if they believe their consumer rights have been violated. Customers in California may also exercise rights under the California Consumer Protection Act.

11. Third-Party Delivery Platforms

If your order was placed through a third-party delivery platform such as DoorDash, Uber Eats, Grubhub, or any other similar service, please be aware of the following:

• Refund and cancellation requests for orders placed through these platforms must be directed to the platform through which you ordered.
• 4 Rivers BBQ does not have direct access to your payment information or transaction records for third-party platform orders.
• The third-party platform's own refund and dispute policy governs your rights in these situations.
• While we will cooperate with third-party platforms in investigating quality complaints, the final refund decision for such orders rests with the platform.

12. Policy Modifications

4 Rivers BBQ reserves the right to modify, update, or revise this Refund Policy at any time without prior notice. Any changes will be effective immediately upon posting to our website at 4rivers-bbq.rest. The date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically to stay informed of any updates.

Continued use of our services or submission of an order after changes have been posted constitutes your acceptance of the revised Refund Policy.

13. Contact Information for Refund Requests

For all refund inquiries, cancellation requests, or general questions regarding this policy, please reach out to us using the contact details below. Our customer service team is ready to assist you and will make every effort to resolve your concern promptly.

We appreciate your business and thank you for choosing 4 Rivers BBQ. Your satisfaction is our top priority, and we are committed to handling every refund and concern with professionalism, fairness, and care.