Refund Policy

Effective Date: May 15, 2026 | Last Updated: May 15, 2026

1. Introduction

At 4 Rivers Smokehouse BBQ, we are committed to delivering the highest quality food products and dining experience to every customer. We take pride in our craft, our ingredients, and our service. However, we understand that situations may arise where a refund or exchange is necessary. This Refund Policy has been established to ensure a fair, transparent, and straightforward process for all customers who wish to request a refund, exchange, or cancellation.

This policy complies with applicable United States consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC), and relevant state consumer protection statutes. If you have any questions about this policy, please contact us using the information provided at the end of this document.

2. Eligibility Conditions for Refunds

We want every customer to be completely satisfied with their experience. You may be eligible for a refund under the following circumstances:

• Incorrect Order: You received an item or order that does not match what you originally placed.
• Food Quality Issues: The food received was spoiled, undercooked, overcooked, or otherwise not prepared to a reasonable standard of quality.
• Missing Items: Part of your order was missing at the time of delivery or pickup.
• Allergic Reaction Due to Mislabeling: You experienced an allergic reaction due to undisclosed or mislabeled ingredients. (Note: Medical documentation may be required.)
• Duplicate Charges: Your payment method was charged more than once for the same transaction.
• Technical Payment Errors: A system error resulted in an incorrect charge amount being applied to your account.
• Order Cancellation: Your order was cancelled before preparation began or within the eligible cancellation window (see Section 8 for details).

To be eligible for a refund, you must meet all of the following criteria:

1. The refund request must be submitted within the applicable timeframe (see Section 3).
2. You must provide valid proof of purchase, including your order confirmation number, receipt, or transaction ID.
3. You must provide a clear description of the issue and, where applicable, photographic evidence of the problem.
4. The concern must relate to an order placed directly through our website at 4rsmokehouse-bbq.click. Third-party delivery platform orders must be handled through the respective platform's refund process.

3. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve your concern effectively. The following timeframes apply to all refund requests:

Refund requests submitted outside of these timeframes may be reviewed on a case-by-case basis at our sole discretion, but we cannot guarantee approval for late submissions.

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for a refund:

• Orders where the customer simply changed their mind after preparation has begun.
• Food items that have been fully consumed prior to a complaint being submitted.
• Customized or special-request orders that were prepared exactly as specified by the customer.
• Catering deposits or prepaid catering packages once the event date has passed.
• Gift cards, promotional vouchers, or store credits (these are non-refundable but can be used for future purchases).
• Orders placed through third-party delivery services (e.g., DoorDash, Uber Eats, Grubhub) — these must be disputed through the respective platform.
• Delivery fees, service fees, or tips paid at the time of order, unless the order itself is fully refunded due to our error.
• Orders where the customer provided an incorrect delivery address and the order could not be delivered.
• Complaints related to personal taste preferences (e.g., "too spicy," "not spicy enough") when the order was prepared according to our standard menu specifications.

5. How to Request a Refund — Step-by-Step Process

To request a refund, please follow the steps outlined below. Completing each step thoroughly will help us process your request as quickly as possible.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds will depend on your original payment method. Please review the expected timelines below:

Please note that while we process refunds promptly on our end, your financial institution or card issuer may take additional time to reflect the credit in your account. We are not responsible for delays caused by third-party payment processors or banking institutions. If you have not received your refund within the timeframes listed above, we recommend contacting your bank or payment provider first before reaching out to us.

7. Partial Refunds

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

• Only one or a few items in a multi-item order were affected by an issue, while the remainder of the order was satisfactory.
• A portion of a meal was consumed before a quality issue was identified.
• An order was partially prepared before a cancellation request was received, and some costs had already been incurred.
• A discount or promotional code was applied at checkout, and the refund amount will be calculated based on the actual amount paid.
• Delivery fees may be retained if the delivery was successfully completed and only the food item is disputed.

In all partial refund cases, our team will clearly explain which portion of your order is being refunded and why. If you disagree with a partial refund determination, you may follow the dispute resolution process outlined in Section 10.

8. Cancellation Policy

We begin preparing your food order shortly after it is received to ensure the freshest and most timely experience possible. Because of this, our cancellation window is limited.

8.1 Online and Phone Orders

• Full Refund: Cancellations submitted within 10 minutes of placing your order will receive a full refund, provided preparation has not yet begun.
• Partial Refund: If your order is already being prepared at the time of cancellation, a partial refund may be issued at our discretion, minus the cost of any ingredients or preparation already completed.
• No Refund: Once an order has been fully prepared and is ready for pickup or out for delivery, cancellations will not be accepted and no refund will be issued.

8.2 Catering and Large Group Orders

• Catering orders require a deposit at the time of booking. This deposit is non-refundable if the cancellation occurs fewer than 72 hours before the scheduled event.
• Cancellations made more than 7 days prior to the event date will receive a full refund of the deposit.
• Cancellations made between 3 and 7 days before the event may receive a 50% deposit refund, subject to review.
• The remaining balance for catering orders is due on or before the event date. Failure to cancel within the specified window may result in forfeiture of all amounts paid.

9. Exchange Policy

Due to the perishable nature of food products, we are generally unable to offer direct exchanges in the traditional retail sense. However, we do offer the following alternatives when your order does not meet our quality standards:

• Replacement Meal: If the issue is reported promptly and you are visiting our location or are within the delivery area, we may offer to prepare and deliver a replacement meal at no additional charge.
• Store Credit: In lieu of a cash refund, we may offer store credit equal to or greater than the value of the affected item(s), which can be applied toward a future order.
• Menu Substitution: If a specific item is unavailable or was incorrectly listed, we will work with you to find a suitable menu alternative of equal or greater value.

Exchange requests are subject to the same eligibility conditions and timeframes as standard refunds. Please contact us through the steps outlined in Section 5 to initiate an exchange request.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund or exchange request, or if you believe your claim was not handled fairly, you have the right to escalate the matter through the following process:

10.1 Internal Escalation

Submit a written escalation request to [email protected] with the subject line "Refund Dispute Escalation — [Your Order Number]". Include your original refund request details, the resolution offered, and the reason you are dissatisfied. A senior member of our team will review your case within 5 business days and provide a final determination.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute a charge with your credit card company or bank under the Fair Credit Billing Act (FCBA) if you believe you have been billed incorrectly. We encourage you to exhaust our internal resolution process before initiating a chargeback, as chargebacks can result in delays and complications for both parties. However, we fully respect your legal rights as a consumer.

10.3 Consumer Protection Resources

If you believe our refund practices are in violation of applicable consumer protection laws, you may contact the following authorities:

• Federal Trade Commission (FTC): www.ftc.gov — for general consumer protection concerns
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov — for payment and billing-related issues
• Your state's Attorney General Office for local consumer protection matters

11. Changes to This Refund Policy

We reserve the right to update or modify this Refund Policy at any time without prior notice. Changes will become effective immediately upon posting to our website at 4rsmokehouse-bbq.click. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage you to review this policy periodically. Your continued use of our services following any changes constitutes your acceptance of the revised policy.

12. Contact Information

If you have any questions, concerns, or would like to initiate a refund request, please do not hesitate to contact our customer service team. We are here to help and are committed to resolving your concerns promptly and fairly.