Refund Policy

At 4 Rivers, we are committed to providing our customers with the highest quality food and dining experience. We understand that situations may arise where a refund or exchange is necessary. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are handled. Please read this policy carefully before placing an order or making a purchase.

By placing an order through our website bbq-4rivers.rest or at our physical location, you agree to the terms set forth in this Refund Policy. This policy is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act.

1. Eligibility Conditions for Refunds

We want every customer to be completely satisfied with their 4 Rivers experience. Refunds may be issued under the following conditions:

• The order received was incorrect (wrong items delivered or prepared).
• The food item(s) were of unsatisfactory quality, spoiled, or unsafe for consumption upon receipt.
• The order was significantly delayed beyond the estimated delivery or pickup time without prior notice.
• The order was never received due to an error on our part.
• A duplicate charge was processed for the same order.
• An authorized error occurred during the payment processing stage.

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

• The refund request must be submitted within the applicable timeframe outlined in Section 2 of this policy.
• Customers must provide valid proof of purchase, including the order number, receipt, or transaction confirmation.
• The complaint must be specific and verifiable, including a description of the issue and, where possible, photographic evidence.

2. Timeframes for Refund Requests

To ensure that all complaints are addressed in a timely and effective manner, we require that refund requests be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders immediately upon receipt and contact us as soon as an issue is identified.

3. Non-Refundable Items and Services

Certain items and services are not eligible for refunds under any circumstances. These include:

• Consumed food items: Food that has been substantially consumed cannot be returned or refunded, except in cases of verified food safety concerns or illness.
• Customized or special-order items: Food items that were prepared according to specific customer requests (e.g., dietary modifications, custom catering menus) are non-refundable once preparation has begun.
• Promotional or discounted items: Items purchased as part of a limited-time promotion, special deal, or discount offer may be non-refundable unless the issue falls under eligible refund conditions.
• Gift cards: Purchased gift cards are non-refundable and cannot be exchanged for cash.
• Delivery fees and service charges: Third-party delivery fees, platform service charges, and gratuities are non-refundable.
• Catering deposits: Non-refundable deposits made to secure catering services or event bookings are not eligible for refund after the cancellation period has passed.

4. How to Request a Refund

To submit a refund request, please follow the step-by-step process outlined below:

1. Contact Us Promptly: Reach out to our customer service team as soon as you identify an issue. You can contact us via:
   • Email: [email protected]
   • Website: bbq-4rivers.rest
2. Provide Your Order Information: Include the following details in your refund request:
   • Full name and contact information
   • Order number or transaction ID
   • Date and time of the order
   • Description of the issue or reason for the refund request
3. Submit Supporting Evidence: Where applicable, attach photographs or screenshots that clearly show the issue (e.g., incorrect items, food quality concerns, duplicate charge confirmation).
4. Await Confirmation: Our customer service team will acknowledge your request within 1-2 business days and may follow up with additional questions or requests for information.
5. Review and Decision: Once all required information has been received, our team will evaluate your request and notify you of the decision within 3-5 business days.
6. Refund Processing: If your refund is approved, it will be processed according to the applicable timeframe for your payment method as outlined in Section 5 of this policy.

5. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will vary depending on the payment method used for the original transaction:

Please note that while we process refunds promptly on our end, your bank or financial institution may require additional time to reflect the credit in your account. 4 Rivers is not responsible for delays caused by third-party financial institutions.

6. Partial Refunds

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

• Only a portion of the order was incorrect, missing, or unsatisfactory, and the remainder of the order was acceptable.
• The customer has partially consumed the food item before identifying a concern.
• A catering order is partially canceled within the allowable cancellation timeframe.
• A discount, coupon, or promotional credit was applied to the original order, and the refund amount will reflect the actual amount paid.
• Delivery or service fees are excluded from the refund amount as they are typically non-refundable.

The amount of a partial refund will be determined by our customer service team based on the specific circumstances of each case. We are committed to reaching a fair resolution for all parties involved.

7. Exchange Policy

In cases where a food item was prepared incorrectly or does not match the order placed, we may offer an exchange as an alternative to a refund. Our exchange policy operates as follows:

• In-Store Orders: If an incorrect item was served at our restaurant, please notify your server or a manager immediately. We will remake the correct item at no additional charge.
• Pickup Orders: If you discover an issue with your pickup order, please contact us within 1 hour of pickup. We will arrange for the correct item(s) to be prepared for pickup at your earliest convenience.
• Delivery Orders: For delivery orders with incorrect items, please contact us within 2 hours of delivery. Depending on availability and logistics, we may arrange for a replacement delivery or issue a refund/store credit in lieu of an exchange.

Exchanges are subject to product availability. 4 Rivers reserves the right to offer a store credit or refund in cases where an exchange cannot be fulfilled.

8. Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to be fair to both our customers and our team. Please review the following cancellation terms carefully:

8.1 Standard Online and In-Store Orders

• Orders may be canceled for a full refund if the cancellation is made before food preparation has begun.
• Once food preparation has started, cancellations may not be accepted, and no refund will be issued.
• To cancel an order, please contact us immediately via email at [email protected] or through our website at bbq-4rivers.rest.

8.2 Catering and Large Event Orders

• More than 7 days before the event: Full refund of any payments made, excluding the non-refundable deposit.
• 3–7 days before the event: 50% refund of the total order amount, excluding the non-refundable deposit.
• Less than 72 hours before the event: No refund will be issued. The full order amount will be forfeited.

8.3 Reservation Cancellations

• Dining reservations may be canceled without penalty up to 24 hours before the reservation time.
• Cancellations made less than 24 hours in advance may result in a cancellation fee, particularly for large group reservations or special event bookings.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request or believe your concern has not been adequately addressed, you have the right to escalate the matter through our formal dispute resolution process.

Step 1: Internal Escalation

Contact our management team directly at [email protected] with the subject line "Refund Dispute – [Your Order Number]." Please include all relevant documentation and a clear explanation of your concern. A senior member of our team will review your case and respond within 5 business days.

Step 2: Mediation

If the matter remains unresolved after internal escalation, both parties may agree to pursue mediation with a neutral third-party mediator. Mediation costs will be shared equally between the customer and 4 Rivers unless otherwise agreed upon.

Step 3: Consumer Protection Agencies

Customers have the right to file a complaint with relevant consumer protection agencies, including:

• Federal Trade Commission (FTC): www.ftc.gov
• Better Business Bureau (BBB): www.bbb.org
• Your state's Attorney General Consumer Protection Division

Step 4: Chargeback Rights

Customers retain the right to dispute a charge directly with their bank or credit card provider as permitted under applicable United States law, including rights afforded by the Fair Credit Billing Act (FCBA). However, we encourage customers to exhaust our internal resolution process before initiating a chargeback, as chargebacks may significantly delay resolution.

10. Policy Updates

4 Rivers reserves the right to modify or update this Refund Policy at any time. Any changes will be posted on our website at bbq-4rivers.rest with an updated effective date. Continued use of our services following any changes constitutes your acceptance of the revised policy. We encourage customers to review this policy periodically.

11. Contact Information for Refund Requests

For all refund requests, questions, or concerns regarding this policy, please contact our customer service team using the information below:

Our customer service team is dedicated to resolving your concerns as quickly and fairly as possible. We value your business and your trust in 4 Rivers, and we will do our best to ensure every experience — including any resolution process — reflects our commitment to quality and customer satisfaction.