Refund Policy

1. Introduction

At Chicken Road, we are committed to providing high-quality food and excellent customer service. We understand that occasionally issues may arise with orders, and this Refund Policy outlines our procedures for handling cancellations, refunds, and order problems.

This policy applies to all services provided by Chicken Road, including dine-in, takeaway, delivery, and catering services at our location: Suite 780 33 Sabina Ridge, New Durward, QLD 2975, Netherlands.

For questions about this policy or to request a refund, please contact us at +689436725133 or info@chickenroadrest.com.

2. Order Cancellation Policy

2.1 Cancellation Before Preparation

You may cancel your order without penalty if you contact us before food preparation has begun. To cancel an order:

• Call us immediately at +689436725133
• Provide your order number or name
• Request cancellation

If your order has not yet entered the kitchen, we will cancel it and process a full refund within 3-5 business days to your original payment method.

2.2 Cancellation After Preparation Begins

Once food preparation has begun, cancellations are generally not eligible for refund. Our kitchen begins preparing orders immediately upon receipt to ensure fresh, hot food. If you cancel after preparation starts:

• The order cannot be stopped, and charges will apply
• You may choose to complete the order and pick it up or have it delivered
• No refund will be issued for customer-initiated cancellations after preparation begins

2.3 Delivery Order Cancellations

For delivery orders that have been dispatched:

• Cancellation is not possible once the driver is en route
• You will be charged the full order amount including delivery fee
• Refusing delivery will not result in a refund
• If you're unavailable when the driver arrives, the order may be returned to our restaurant without refund

2.4 Reservation Cancellations

For dine-in reservations:

• Please provide at least 2 hours' notice for cancellations
• No-shows without cancellation notice may result in restrictions on future reservations
• Reservations do not require prepayment, so no refund issues arise

2.5 Catering Cancellations

Catering orders have different cancellation terms due to their size and planning requirements:

• Cancellations made 72+ hours before event: Full refund minus 10% administrative fee
• Cancellations made 48-72 hours before event: 50% refund
• Cancellations made 24-48 hours before event: 25% refund
• Cancellations made less than 24 hours before event: No refund

Catering-specific terms will be outlined in your catering agreement.

3. Refund Eligibility

3.1 Valid Reasons for Refunds

We will provide a refund or replacement in the following circumstances:

3.1.1 Incorrect Order

If you receive items different from what you ordered, we will:

• Replace the incorrect items at no charge, or
• Provide a full or partial refund for incorrect items

Please inspect your order immediately upon receipt and contact us within 30 minutes of delivery or pickup if items are incorrect.

3.1.2 Missing Items

If items are missing from your order:

• Contact us immediately at +689436725133
• We will deliver missing items if practical, or
• Issue a refund for the missing items

3.1.3 Food Quality Issues

If food does not meet our quality standards (cold, improperly cooked, spoiled, or otherwise unsatisfactory):

• Contact us immediately – do not consume the food
• Provide photos if possible
• We will offer a replacement or full refund
• We may request that delivery orders be returned for verification

3.1.4 Excessive Delivery Delays

If your delivery is significantly delayed beyond the estimated time:

• Contact us to check order status
• Delays of 30+ minutes beyond estimate may qualify for partial refund or discount on future order
• Delays caused by circumstances beyond our control (severe weather, traffic accidents) may not qualify for refunds

3.1.5 Failed Delivery

If we cannot complete delivery due to our error (wrong address provided by our system, driver issues):

• Full refund will be provided
• We may offer to prepare and deliver a replacement order

3.1.6 Allergic Reaction or Food Safety Concerns

If you experience an allergic reaction or food safety issue:

• Seek medical attention immediately if necessary
• Contact us as soon as possible with details
• Preserve the food item for testing if applicable
• We will investigate and may offer refund or compensation

Note: We are not liable for allergic reactions if you did not disclose allergies when ordering or if you ordered items containing known allergens despite staff warnings.

3.2 Situations Not Eligible for Refunds

Refunds will generally not be provided in the following circumstances:

3.2.1 Change of Mind

• Deciding you don't want the food after it's prepared
• Changing your mind about menu selections after ordering
• Ordering more food than you can eat

3.2.2 Personal Taste Preferences

• Not liking the taste of an item you ordered
• Finding food too spicy, salty, or seasoned differently than expected (unless significantly different from menu description)
• Preferring a different menu item after trying what you ordered

3.2.3 Customer-Caused Issues

• Providing incorrect delivery address
• Being unavailable to receive delivery
• Refusing delivery without valid reason
• Ordering items you're allergic to without informing staff
• Food becoming cold due to delayed pickup by customer

3.2.4 Consumed Food

• Eating most or all of a meal then requesting a refund
• Claims made after food has been fully consumed
• Complaints made hours after delivery or pickup without immediate notification

3.2.5 Third-Party Issues

• Problems with third-party delivery platforms (orders placed through external apps should be addressed through those platforms)
• Payment processing issues with your bank or card issuer
• Stolen deliveries after successful handoff

3.2.6 Minor Cosmetic Issues

• Slight variations in portion size within reasonable limits
• Minor presentation differences from menu photos
• Packaging appearance (unless it affects food quality or safety)

4. Refund Request Procedure

4.1 How to Request a Refund

To request a refund:

1. Contact us promptly: Call +689436725133 or email info@chickenroadrest.com as soon as you identify an issue, ideally within 30 minutes of receiving your order.
2. Provide order details: Have your order number, date, time, and items ordered ready.
3. Explain the issue: Clearly describe what's wrong with your order.
4. Provide evidence if requested: We may ask for photos of incorrect, missing, or quality-compromised items.
5. Do not discard food: Keep the food until the issue is resolved, as we may need to inspect it or arrange for return.

4.2 Refund Processing Timeline

Once a refund is approved:

• Cash refunds: Provided immediately for in-person transactions
• Card refunds: Processed within 1-2 business days; may take 3-10 business days to appear in your account depending on your bank
• Online payment refunds: Processed within 1-3 business days to your original payment method
• Account credit: Applied immediately to your Chicken Road account if applicable

4.3 Partial Refunds

In some situations, a partial refund may be appropriate:

• One or more items in a multi-item order are unsatisfactory
• Food quality is acceptable but presentation or portion is slightly below standard
• Minor issues that don't warrant a full refund
• Delivery delays that didn't severely impact food quality

Partial refund amounts are determined on a case-by-case basis at our discretion.

5. Alternatives to Refunds

5.1 Replacement Orders

Instead of a refund, we may offer to:

• Prepare your order correctly and deliver/provide it at no additional charge
• Replace unsatisfactory items with fresh preparations
• Upgrade items as compensation for inconvenience

5.2 Store Credit

We may offer store credit as an alternative to refunds:

• Credit can be used for any future orders
• Credit doesn't expire
• Credit is typically provided at the full value of the issue plus additional compensation
• Credit cannot be exchanged for cash

5.3 Discount on Future Orders

For minor issues or inconveniences, we may provide:

• Percentage discount on your next order
• Free item coupon
• Complimentary upgrade on future visit

6. Order Modifications

6.1 Before Preparation

You can modify your order before preparation begins by calling us immediately at +689436725133. Modifications may include:

• Adding or removing items
• Changing quantities
• Adjusting special instructions
• Changing delivery address or pickup time

Price adjustments will be made accordingly for modifications made before preparation.

6.2 After Preparation

Once preparation has begun, modifications are generally not possible. Any changes would require canceling the current order (subject to cancellation policy) and placing a new order.

6.3 Delivery Address Changes

If you need to change the delivery address after an order is placed:

• Contact us immediately
• Changes may be possible if the driver hasn't departed
• Additional delivery fees may apply if the new address is farther
• We cannot guarantee accommodation of address changes after dispatch

7. Disputed Charges

7.1 Billing Errors

If you believe you've been charged incorrectly:

• Contact us immediately at +689436725133 or info@chickenroadrest.com
• Provide your order details and explanation of the discrepancy
• We will investigate and correct genuine errors promptly
• Refunds for billing errors are processed within 1-3 business days

7.2 Duplicate Charges

If you've been charged multiple times for the same order:

• Notify us immediately
• Provide transaction details
• We will verify and refund duplicate charges within 1-3 business days

7.3 Unauthorized Charges

If you see charges from Chicken Road that you didn't authorize:

• Contact us immediately to investigate
• We will verify whether the charges are legitimate
• If unauthorized, we will refund immediately and help secure your account
• You may also need to contact your bank or card issuer

7.4 Chargeback Policy

Before initiating a chargeback with your bank, please contact us to resolve the issue. Chargebacks have significant consequences:

• We will provide evidence to your bank regarding the transaction
• Unjustified chargebacks may result in account suspension
• You may be banned from placing future orders
• We prefer to resolve issues directly and amicably

Most issues can be resolved quickly by contacting us directly rather than through chargebacks.

8. Special Circumstances

8.1 Restaurant Closures

If we must close unexpectedly (emergency, power outage, etc.) after you've placed an order:

• We will contact you immediately
• Full refund will be provided automatically
• We may offer a discount on a future order as compensation for inconvenience

8.2 Ingredient Unavailability

If we run out of an ingredient after you've ordered:

• We will contact you to discuss alternatives
• You may choose a substitute item or receive a refund for that item
• No additional charges apply for substitute items of equal or lesser value

8.3 Extreme Weather or Natural Disasters

During severe weather or natural disasters:

• We may temporarily suspend delivery service for safety
• Orders already placed will be refunded if service cannot be completed
• We will communicate closures or service changes through our website and phone message

8.4 Health Code Violations

In the unlikely event of a health code violation affecting food served:

• We will immediately notify affected customers
• Full refunds will be provided
• We will cover any medical expenses resulting from the issue
• We maintain comprehensive food safety insurance

9. Gift Cards and Promotional Credits

9.1 Gift Card Refunds

Gift cards are generally non-refundable. However:

• Unused gift cards purchased within 14 days may be refunded upon request
• Partially used gift cards cannot be refunded
• Lost or stolen gift cards cannot be replaced or refunded
• Gift cards never expire and retain their full value

9.2 Promotional Credit Refunds

Promotional credits, discounts, and coupons:

• Cannot be exchanged for cash
• Are non-refundable
• May have expiration dates as stated in the promotion
• Are voided if the order is cancelled or refunded

10. Customer Responsibilities

To facilitate smooth refund processing, customers should:

• Inspect orders immediately upon receipt
• Report issues promptly – ideally within 30 minutes
• Provide accurate information when ordering
• Communicate clearly about problems or concerns
• Preserve food items until the issue is resolved
• Provide requested evidence (photos, order receipts)
• Act in good faith and not abuse the refund policy

11. Refund Policy Abuse

We reserve the right to refuse refunds or service to customers who:

• Repeatedly request refunds without valid reason
• Consume most or all of a meal before requesting refund
• Provide false information about order issues
• Initiate unjustified chargebacks
• Abuse staff when requesting refunds
• Show patterns of exploiting the refund policy

Accounts showing refund abuse patterns may be suspended or permanently banned from ordering.

12. Manager Review

Complex refund situations may require manager review:

• Requests over €50
• Repeated refund requests from the same customer
• Disputes about refund eligibility
• Allegations of food safety issues
• Requests for compensation beyond standard refund

Manager reviews typically occur within 1-2 business days. We will contact you with a decision and explanation.

13. Feedback and Complaints

Even if an issue doesn't warrant a refund, we value your feedback:

• Tell us about your experience, positive or negative
• Help us identify areas for improvement
• Share suggestions for better service

Feedback can be provided through:

• Phone: +689436725133
• Email: info@chickenroadrest.com
• In-person to any staff member or manager
• Contact form on our website

We review all feedback and use it to improve our services.

14. Legal Rights

This Refund Policy does not affect your statutory legal rights as a consumer. If you believe your legal rights have been violated, you may:

• Contact consumer protection authorities in the Netherlands
• Seek advice from consumer advocacy organizations
• Pursue legal remedies as permitted by law

However, we encourage you to contact us first to resolve any issues directly.

15. Policy Updates

We may update this Refund Policy periodically. Changes will be effective immediately upon posting to our website with an updated "Last Updated" date. Material changes may be communicated through:

• Email to registered customers
• Website announcement
• In-restaurant signage

Continued use of our services after policy updates constitutes acceptance of the revised policy.

16. Contact Information

For refund requests, questions, or concerns about this policy, please contact us:

17. Our Commitment

At Chicken Road, customer satisfaction is our priority. While this policy outlines formal procedures, we approach each situation with flexibility and understanding. Our goal is to resolve issues fairly and maintain positive relationships with our customers.

We appreciate your business and the opportunity to serve you. If something goes wrong, please give us the chance to make it right. We're confident we can find a solution that leaves you satisfied.

Thank you for choosing Chicken Road!