Refund Policy

At 4 Rivers BBQ, we are committed to delivering an exceptional dining and food service experience. We understand that circumstances may arise where a refund or exchange is necessary. This Refund Policy outlines the terms and conditions under which refunds, cancellations, and exchanges are handled. By placing an order or making a purchase through our website 4rivers-bbq.digital or at our physical location, you agree to the terms described in this policy.

We encourage you to read this policy carefully before completing any purchase. If you have questions, our customer service team is always available to help.

1. General Refund Philosophy

4 Rivers BBQ takes pride in the quality of our food, products, and services. Our goal is your complete satisfaction. If something is not right with your order, we want to make it right. Our refund policy is designed to be fair, transparent, and straightforward so that every customer knows exactly what to expect when an issue arises.

All refund requests are evaluated on a case-by-case basis in accordance with the guidelines set out in this policy. We reserve the right to make reasonable decisions in the interest of both the customer and the integrity of our business.

2. Eligibility Conditions for Refunds

To be eligible for a refund, the following conditions must generally be met:

• The request must be submitted within the applicable timeframe outlined in Section 3 of this policy.
• The issue must be documented with sufficient detail, including order number, description of the problem, and supporting evidence such as photographs where applicable.
• The item or order in question must have been purchased directly through 4rivers-bbq.digital or at an authorized 4 Rivers BBQ location.
• The problem must be a result of an error on our part, including but not limited to: incorrect order fulfillment, food quality issues, missing items, spoiled or damaged goods upon delivery, or failure to deliver.
• For catering or event orders, cancellation requests must meet the timing requirements described in Section 9 of this policy.

3. Timeframes for Refund Requests

Refund requests must be submitted within the following timeframes depending on the type of purchase:

Requests submitted outside of these windows will not be eligible for a refund unless exceptional circumstances apply, which will be reviewed at the sole discretion of 4 Rivers BBQ management.

4. Non-Refundable Items and Services

The following items and services are not eligible for refunds under any standard circumstances:

• Consumed food items (unless a documented food safety or quality issue is reported within the applicable timeframe)
• Customized or specially prepared catering orders that have already been prepared or delivered
• Gift cards and e-gift vouchers once they have been redeemed or used
• Promotional or discounted items purchased as part of a limited-time offer, unless defective
• Delivery fees charged by third-party delivery services
• Tips or gratuities added to orders
• Orders that were refused at delivery due to incorrect address or absence of the recipient after two delivery attempts
• Orders that were correctly fulfilled as per the customer's specifications

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

To request a refund from 4 Rivers BBQ, please follow these steps:

1. Gather your information: Before contacting us, have your order number, proof of purchase (receipt or confirmation email), a description of the issue, and any photographs or supporting documentation ready.
2. Contact us: Reach out to our customer service team using one of the following methods:
   • Email: [email protected]
   • Website: 4rivers-bbq.digital (use the Contact or Support form)
3. Submit your request: Clearly explain the nature of your complaint and what resolution you are seeking (refund, replacement, or store credit). Include all relevant documentation.
4. Wait for confirmation: You will receive an acknowledgment of your refund request within 1–2 business days. Our team will review your submission and may contact you for additional information.
5. Receive a decision: A final decision regarding your refund request will be communicated to you within 5 business days of submission. If approved, your refund or exchange will be processed according to the timelines in Section 6.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, the actual time for funds to appear in your account may depend on your bank or financial institution's policies. We are not responsible for additional delays caused by third-party payment processors or banking institutions.

7. Partial Refunds

In certain situations, a partial refund may be granted rather than a full refund. Partial refunds may apply under the following conditions:

• Only a portion of an order was incorrect, missing, or unsatisfactory
• A meal was partially consumed before a quality issue was identified
• A catering event was partially delivered or experienced a delay affecting only part of the service
• A promotional bundle was partially returned, and only certain items within it qualify for a refund
• A late cancellation where costs had already been partially incurred by 4 Rivers BBQ

The amount of a partial refund will be determined based on the proportional value of the affected items or services and will be communicated clearly to the customer upon approval.

8. Exchange Policy

In many cases, rather than issuing a refund, 4 Rivers BBQ is happy to offer an exchange or replacement as a resolution. Exchanges are available under the following conditions:

• An incorrect item was received and the correct item is available
• A food item did not meet quality standards upon receipt
• Packaged merchandise (such as branded apparel, sauces, or rubs) is defective or damaged upon delivery

For food orders, exchanges or replacements must be requested within the timeframes outlined in Section 3. For merchandise, the item must be unused, in its original packaging, and returned or documented within 7 calendar days of receipt.

To request an exchange, follow the same process outlined in Section 5. Please indicate in your request that you prefer an exchange over a refund, and include details about the item you received versus the item you expected.

4 Rivers BBQ reserves the right to offer store credit as an alternative to a direct exchange if the requested item is temporarily unavailable.

9. Cancellation Policy

Our cancellation policy differs based on the type of order placed:

9.1 Standard Online Orders (Pickup or Delivery)

Standard food orders may be cancelled for a full refund if the cancellation is made within 10 minutes of placing the order and the order has not yet entered preparation. Once an order is being prepared, cancellations may not be honored, or only a partial refund may be issued at management's discretion.

9.2 Catering and Event Orders

Catering orders require more advanced notice due to the extensive preparation involved. The following cancellation schedule applies:

If 4 Rivers BBQ must cancel a catering event due to circumstances within our control, a full refund will be issued to the customer within 5–7 business days.

9.3 Pre-Orders and Seasonal Specials

Pre-orders for holiday meals, seasonal specials, or limited-edition packages may have specific cancellation deadlines communicated at the time of purchase. These deadlines take precedence over the standard cancellation terms and will be clearly noted in the order confirmation.

10. Dispute Resolution Process

If you are unsatisfied with the outcome of a refund request or believe your concern has not been adequately addressed, 4 Rivers BBQ offers the following dispute resolution process:

1. Step 1 – Escalate Internally: Contact us at [email protected] and clearly state that you are escalating a dispute. Include your original request details, the response you received, and the reason for your dissatisfaction. A senior team member will review your case within 3 business days.
2. Step 2 – Mediation: If the internal escalation does not resolve the matter, both parties may agree to engage in informal mediation. 4 Rivers BBQ is willing to participate in good-faith discussions to reach a mutually agreeable resolution.
3. Step 3 – Consumer Protection Agencies: Customers in the United States have the right to file complaints with the Federal Trade Commission (FTC) at ftc.gov or with their state's consumer protection office. California residents may also contact the California Department of Consumer Affairs for matters that may involve CCPA/CPRA rights.
4. Step 4 – Chargeback / Payment Dispute: If you believe a charge was unauthorized or fraudulent, you have the right to contact your bank or credit card provider to initiate a chargeback. However, we encourage customers to contact us first, as most issues can be resolved quickly and directly without the need for third-party intervention.

4 Rivers BBQ is committed to resolving all disputes fairly and professionally. We do not engage in retaliatory practices against customers who exercise their consumer rights in good faith.

11. Consumer Rights Under Applicable Law

Customers in the United States are protected by various federal and state consumer protection laws. The Federal Trade Commission Act prohibits unfair or deceptive practices in commerce, and 4 Rivers BBQ is committed to full compliance with all applicable regulations. California residents have additional rights under the California Consumer Privacy Act (CCPA) and California Consumer Protection Act.

Nothing in this Refund Policy is intended to limit or override any rights you may have under applicable state or federal law. If any provision of this policy conflicts with applicable law, the applicable law will take precedence.

12. Policy Updates

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

13. Contact Information for Refund Requests

For all refund inquiries, exchanges, cancellations, or disputes, please contact us through the following channels:

Our customer service team is available to assist you Monday through Friday, 9:00 AM – 6:00 PM (local time). We strive to respond to all refund inquiries within 1–2 business days.