Refund Policy

1. Overview

At Slim Chickens, we are committed to providing our customers with the highest quality food and exceptional service. We understand that sometimes circumstances may require a refund, and we have established this comprehensive refund policy to ensure customer satisfaction while maintaining fair business practices.

This refund policy applies to all purchases made at Slim Chickens locations, through our mobile app, online ordering platform, and third-party delivery services. By placing an order with us, you acknowledge that you have read and agree to the terms outlined in this policy.

2. Eligibility for Refunds

Refunds may be granted under the following conditions:

Time Frame

• Refund requests must be made within 24 hours of the original purchase for dine-in orders
• Delivery and takeout orders must be reported within 2 hours of order completion
• Catering orders must be reported within 4 hours of scheduled delivery time

Valid Reasons for Refunds

• Incorrect order received (wrong items, missing items)
• Food quality issues (undercooked, overcooked, cold food when it should be hot)
• Food safety concerns (foreign objects, spoiled ingredients)
• Service failures (excessive wait times beyond estimated delivery time)
• Order cancellation before food preparation begins

Proof of Purchase

To be eligible for a refund, customers must provide:

• Original receipt or order confirmation number
• Photo evidence of the issue (when applicable)
• Contact information for follow-up

3. Non-Refundable Items and Situations

The following items and circumstances are not eligible for refunds:

• Change of Mind: Orders that have been prepared and delivered correctly but customer no longer wants
• Taste Preferences: Subjective taste preferences or dissatisfaction with flavor profiles
• Consumed Items: Food that has been substantially consumed (more than 50% of the item)
• Promotional Items: Free items received through promotions or loyalty programs
• Gift Cards: Digital or physical gift cards (non-refundable, but transferable)
• Third-Party Charges: Delivery fees, service charges, or tips paid to third-party platforms
• Late Requests: Refund requests made outside the specified time frames
• Custom Orders: Specially prepared items with specific customizations (unless defective)

4. Refund Process

Follow these steps to request a refund:

Step 1: Contact Us Immediately

• Call our customer service line: +1 418-872-4386
• Email us at: [email protected]
• Visit the location where the purchase was made
• Use our mobile app's support feature

Step 2: Provide Required Information

• Order number or receipt information
• Date and time of purchase
• Description of the issue
• Photos of the problem (if applicable)
• Contact information for follow-up

Step 3: Investigation

• Our team will review your request within 24 hours
• We may contact you for additional information
• Investigation typically takes 1-3 business days

Step 4: Resolution

• You will receive notification of the decision via email or phone
• If approved, refund will be processed according to our refund methods
• If denied, we will explain the reason and offer alternative solutions

5. Refund Methods and Timeframes

Payment Method Refunds

Refunds will be processed using the original payment method:

• Credit/Debit Cards: 3-5 business days to appear on statement
• Cash Purchases: Immediate cash refund at location
• Mobile Payments: 2-3 business days
• Gift Cards: Credited back to original gift card within 24 hours

Store Credit Option

Customers may choose to receive store credit instead of a monetary refund:

• Store credit is issued as a digital gift card
• No expiration date on store credit
• Can be used at any Slim Chickens location
• Instant processing for store credit

6. Exchanges vs Refunds

In many cases, we prefer to offer exchanges rather than refunds to ensure customer satisfaction:

Exchange Policy

• Immediate Replacement: For incorrect orders, we'll prepare the correct items immediately
• Equal Value: Exchanges must be of equal or lesser value to the original order
• Upgrade Options: Customers can pay the difference for higher-value items
• Same Day Only: Exchanges must be completed on the same day as the original purchase

When Exchanges Are Preferred

• Incorrect items in order
• Temperature issues with food
• Minor preparation errors
• Customer requests to try different menu items

Benefits of Exchanges

• Faster resolution than refund processing
• Ensures customer gets a meal they'll enjoy
• No waiting period for payment processing
• Opportunity to try new menu items

7. Damaged or Defective Items

We take food safety and quality very seriously. Special procedures apply for damaged or defective items:

Immediate Actions

• Stop Consumption: Discontinue eating the item immediately
• Preserve Evidence: Keep the item and packaging for inspection
• Document Issues: Take photos of the problem
• Contact Us: Report the issue within 1 hour of discovery

Priority Processing

• Food safety issues receive immediate attention
• Full refund guaranteed for verified safety concerns
• Incident report filed for quality control purposes
• Follow-up contact to ensure customer wellbeing

Compensation

For verified damaged or defective items, we offer:

• Full refund of the item cost
• Additional compensation for inconvenience
• Free meal voucher for future visit
• Coverage of any related medical expenses (if applicable)

8. Contact Information for Refund Requests

Our customer service team is ready to assist you with any refund requests or concerns:

Best Practices for Contact

• Be Specific: Provide detailed information about the issue
• Stay Calm: Our team is here to help and resolve your concern
• Have Information Ready: Order number, receipt, and photos if applicable
• Follow Up: Check your email for updates on your refund request

Response Times

• Phone: Immediate assistance during business hours
• Email: Response within 24 hours
• In-Person: Immediate resolution at location
• Mobile App: Response within 12 hours

Last Updated: January 2025

This refund policy may be updated periodically. Customers will be notified of any significant changes via email or through notifications on our website and mobile app.