Refund Policy

At 4 Rivers, we are committed to delivering high-quality food and an exceptional customer experience. We understand that situations may arise where a refund or exchange is necessary, and we have established this Refund Policy to ensure a fair, transparent, and straightforward process for all of our valued customers. Please read this policy carefully before placing an order or making a purchase through our website at 4rivers-bbq.click or at any of our physical locations.

This policy applies to all purchases made directly through our official channels. By completing a purchase with 4 Rivers, you acknowledge and agree to the terms outlined below. If you have any questions about this policy, please do not hesitate to contact us at [email protected].

1. Eligibility Conditions for Refunds

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

• You received an incorrect item that does not match your order.
• Your food order arrived in an unsatisfactory condition due to a preparation or packaging error on our part.
• Your order was significantly delayed beyond the estimated delivery or pickup timeframe due to an error attributable to 4 Rivers.
• You were charged an incorrect amount or were billed more than once for the same transaction.
• A menu item you ordered was unavailable, and a suitable substitute was not agreed upon before fulfillment.
• Your order was not received due to a fulfillment error on our part (not due to an incorrect address provided by the customer).

All refund requests are subject to review and verification by our customer service team. 4 Rivers reserves the right to assess each situation on a case-by-case basis and to request photographic evidence or additional documentation to support a refund claim.

2. Timeframes for Refund Requests

To be eligible for a refund, customers must submit their request within the following timeframes:

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

3. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. These include, but are not limited to:

• Consumed food items: Items that have been fully consumed without any documented quality complaint raised at the time of dining or delivery.
• Customized orders: Food items that were prepared according to specific customer modifications or special requests, where the preparation followed those instructions accurately.
• Delivery fees: Fees charged by third-party delivery platforms are non-refundable and are subject to those platforms' individual refund policies.
• Tips and gratuities: Any gratuity added to a transaction is non-refundable.
• Promotional or discounted items: Items purchased as part of a limited-time promotion, bundle deal, or using a discount code, unless the item was defective or incorrect.
• Gift cards (used or partially used): Gift card balances that have already been redeemed are non-refundable.
• Event deposits: Non-refundable deposits paid to secure a catering event date or private dining reservation.
• Taste-related dissatisfaction: Refunds will not be issued solely because a customer did not enjoy the flavor of a correctly prepared item.

4. How to Request a Refund — Step-by-Step

To initiate a refund request with 4 Rivers, please follow these steps:

1. Step 1 — Contact Us: Reach out to our customer service team as soon as possible within the applicable timeframe. You may contact us by:
   • Email: [email protected]
   • Website: 4rivers-bbq.click
2. Step 2 — Provide Order Details: Include the following information in your refund request:
   • Your full name
   • Order number or transaction ID
   • Date and time of the order
   • Location of purchase (online, in-store, or specific restaurant location)
   • A clear description of the issue
3. Step 3 — Submit Supporting Evidence: Where applicable, attach photographic evidence of the issue (e.g., incorrect item, damaged packaging, missing components). This greatly helps us expedite your request.
4. Step 4 — Await Review: Our customer service team will review your request within 2–3 business days. You will receive an email acknowledgment confirming receipt of your request.
5. Step 5 — Resolution: Once your request has been reviewed, we will notify you of our decision. If your refund is approved, we will initiate the refund or exchange process immediately.

5. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for funds to appear in your account will vary depending on your original payment method:

Please be aware that banking institutions and payment processors may impose additional processing times beyond our control. If you have not received your refund within the indicated window, we recommend contacting your bank or payment provider before reaching out to us.

6. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only a portion of an order was incorrect, missing, or unsatisfactory, while the remainder of the order was fulfilled correctly.
• A customer has consumed a significant portion of a meal before reporting a complaint.
• The issue reported is deemed minor in nature (e.g., a small presentation error that did not affect food quality or safety).
• A catering order was partially fulfilled or partially consumed before an issue was identified.
• A discount, promotion, or coupon was applied to the original order, and the refund will reflect the actual amount paid for the affected item(s).

The exact amount of a partial refund will be determined by our customer service team based on a fair assessment of the situation and the value of the affected item(s) within the total order.

7. Exchange Policy

We are happy to offer exchanges in the following circumstances:

• You received a menu item that was different from what you ordered.
• An item was prepared incorrectly despite clear instructions provided at the time of ordering.
• A food item is deemed unacceptable in quality at the time of receipt.

For in-store and pickup orders, exchanges must be requested before you leave the restaurant or within 2 hours of pickup. Please bring the original item (or the portion that remains) back to the location for exchange.

For online delivery orders, exchanges are handled on a case-by-case basis. In most cases, a replacement order will be issued for the affected item(s), or a credit will be applied to your account for future use. Physical return of food items is generally not required for delivery orders.

For merchandise and gift cards, exchanges may be made within 14 days of purchase, provided the item is unused and in its original condition. Proof of purchase is required.

8. Cancellation Policy

8.1 Standard Food Orders

Cancellations of standard online or in-app food orders may be made free of charge only if the order has not yet been confirmed or begun preparation. Once an order has entered the preparation stage, it cannot be canceled, and no refund will be issued. Please contact us immediately at [email protected] if you need to cancel an order.

8.2 Catering and Large Group Orders

Catering and large event orders are subject to the following cancellation schedule:

All catering cancellation requests must be submitted in writing to [email protected] and include your order number and event details.

8.3 Reservations

For dining reservations, cancellations made at least 24 hours in advance will not incur any charges. Cancellations made within 24 hours of the reservation time may result in a cancellation fee where applicable, particularly for large party bookings or special event reservations.

9. Dispute Resolution Process

4 Rivers is committed to resolving any refund-related disputes fairly and efficiently. If you are not satisfied with the outcome of a refund request, you may pursue the following resolution steps:

1. Step 1 — Escalate to Management: Request to speak with or email a member of our management team for further review of your case. We will re-evaluate your situation and respond within 3 business days.
2. Step 2 — Formal Written Complaint: Submit a formal written complaint via email to [email protected] with the subject line "Formal Dispute — [Your Order Number]." Include all relevant documentation, correspondence, and evidence. Our management team will respond with a final decision within 5 business days.
3. Step 3 — Chargeback / Payment Dispute: If the dispute remains unresolved, you retain the right to contact your bank or credit card issuer to initiate a chargeback. Please note that we comply fully with all applicable consumer protection regulations under the Federal Trade Commission (FTC) Act and applicable state laws, including the California Consumer Privacy Act (CCPA/CPRA) where applicable.
4. Step 4 — External Mediation: In cases where a resolution cannot be reached through internal channels, both parties agree to attempt good-faith mediation before pursuing formal legal proceedings.

10. Orders Placed Through Third-Party Platforms

If your order was placed through a third-party delivery or ordering platform (such as DoorDash, Uber Eats, Grubhub, or similar services), please be aware that the refund process may be governed by that platform's individual refund and dispute policies. We encourage you to first contact the platform directly for orders placed through their systems. However, if the issue is determined to be related to food preparation or a fulfillment error originating from our kitchen, please contact us directly and we will work with you and the platform to resolve the issue promptly.

11. Consumer Rights Under Applicable Law

As a customer in the United States, you are protected by federal and state consumer protection laws. This Refund Policy does not limit or waive any rights you may have under:

• The Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive business practices.
• State-specific consumer protection statutes applicable to your location of purchase.
• Credit card and payment network regulations governing dispute resolution and chargebacks.

4 Rivers operates in full compliance with all applicable federal and state laws governing food service businesses, consumer transactions, and customer rights.

12. Changes to This Policy

4 Rivers reserves the right to update or modify this Refund Policy at any time without prior notice. Changes will be effective immediately upon posting to our website at 4rivers-bbq.click. The "Last Updated" 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.

13. Contact Information for Refund Requests

If you need to submit a refund request or have any questions about this policy, please reach out to our customer service team using the contact information below:

Our customer service team is dedicated to making the refund process as smooth and stress-free as possible. We aim to respond to all inquiries within 1–2 business days and to resolve all eligible refund requests in a timely and professional manner. Thank you for choosing 4 Rivers — we value your business and appreciate the opportunity to make things right.