Refund Policy
Last Updated: December 2024
Overview
At Slim Chickens, customer satisfaction is our top priority. We are committed to providing fresh, high-quality food and exceptional service. If you are not completely satisfied with your purchase, we have established this refund policy to ensure a fair and transparent process for addressing your concerns.
This policy applies to all purchases made at our restaurant locations, through our online ordering system, and via third-party delivery platforms where applicable. We strive to resolve all customer concerns promptly and fairly.
Eligibility for Refunds
To be eligible for a refund, the following conditions must be met:
- Timeframe: Refund requests must be made within 24 hours of purchase for dine-in orders, and within 2 hours for delivery/takeout orders
- Proof of Purchase: Original receipt, order confirmation number, or payment verification required
- Valid Reason: Legitimate concerns such as food quality issues, incorrect orders, or service problems
- Food Safety: Items must be returned in their original condition where food safety permits
- Documentation: Photos may be requested for quality-related complaints
Quick Refund Criteria
Immediate refunds are typically approved for: wrong orders, cold/undercooked food, missing items, food safety concerns, or billing errors.
Non-Refundable Items
The following items and circumstances are generally not eligible for refunds:
- Food items consumed in their entirety
- Changes of mind or preference after ordering
- Customization requests that were fulfilled as ordered
- Gift cards and promotional certificates
- Orders placed more than 24 hours ago (dine-in) or 2 hours ago (delivery/takeout)
- Items damaged due to customer negligence
- Complaints without proper documentation or proof of purchase
- Third-party delivery fees (subject to delivery platform policies)
Refund Process
Follow these steps to request a refund:
Step 1: Contact Us
Reach out to our customer service team immediately via phone, email, or in-person at the restaurant location where you made your purchase.
Step 2: Provide Information
Share your order details, receipt or confirmation number, and clearly explain the issue you experienced.
Step 3: Documentation
If requested, provide photos of the food items or any other relevant documentation to support your claim.
Step 4: Review Process
Our team will review your request within 24 hours and determine the appropriate resolution.
Step 5: Resolution
Once approved, your refund will be processed according to our refund methods policy outlined below.
Refund Methods & Timeframes
Refunds are processed using the following methods and timeframes:
Credit/Debit Cards
- Refunded to original payment method
- Processing time: 3-5 business days
- May take up to 10 days to appear on statement
Cash Payments
- Full cash refund available at restaurant
- Processing time: Immediate
- Must be collected within 30 days
Digital Payments: Mobile payments, digital wallets, and online transactions are refunded to the original payment method within 3-7 business days.
Third-Party Platforms: Orders placed through delivery apps follow the respective platform's refund policies and timeframes.
Exchanges Policy
In many cases, we prefer to offer exchanges rather than refunds to ensure customer satisfaction:
- Food Replacement: Incorrect or unsatisfactory items can be replaced with the correct order at no additional charge
- Store Credit: Option to receive store credit for future purchases, often with additional value as compensation
- Menu Substitutions: Exchange for items of equal or lesser value from our current menu
- Same-Day Resolution: Immediate replacements available during restaurant operating hours
Exchange Benefits
Exchanges often provide faster resolution and may include complimentary items or upgrades as a gesture of goodwill for any inconvenience experienced.
Damaged or Defective Items
Special procedures apply to damaged or defective food items:
- Immediate Reporting: Report damaged items immediately upon receipt or discovery
- Food Safety Priority: Any food safety concerns are addressed immediately with full refund or replacement
- Photo Documentation: Pictures required for delivery orders to verify damage claims
- No Questions Asked: Valid food safety issues receive immediate full refunds without additional requirements
- Investigation: Serious quality issues may trigger internal review to prevent future occurrences
- Compensation: Additional compensation may be provided for significant inconvenience or health concerns
Health & Safety: If you experience any illness that you believe is related to our food, please contact us immediately and seek appropriate medical attention. We take all food safety matters extremely seriously.
Contact Information
For refund requests and customer service support, please contact us through any of the following methods:
Customer Service
For fastest service, call during business hours or visit our restaurant location. Email responses typically within 24 hours.
Policy Updates: This refund policy may be updated periodically. Customers will be notified of significant changes through our website and social media channels. The most current version is always available on our website.
Legal Compliance: This policy complies with all applicable consumer protection laws and regulations in the jurisdictions where we operate.