Refund Policy

1. Overview

Fireaway is committed to providing exceptional food and service to all our customers. We understand that occasionally you may not be completely satisfied with your purchase, and we want to make things right.

This refund policy outlines the conditions and procedures for requesting refunds for food orders, merchandise, and services. We strive to be fair and reasonable while maintaining the quality and integrity of our operations.

Our customer satisfaction guarantee ensures that we will work with you to resolve any legitimate concerns about your Fireaway experience.

2. Refund Eligibility

To be eligible for a refund, your request must meet the following conditions:

• Timeframe: Refund requests must be made within 24 hours of purchase for food orders, or within 30 days for merchandise
• Proof of Purchase: Valid receipt, order confirmation, or transaction ID required
• Condition: Food items must be substantially uneaten if claiming quality issues
• Valid Reason: Legitimate concerns such as food quality, incorrect order, or service issues
• Contact Method: Request must be made through official channels (phone, email, or in-store)
• Location: Refund policies apply to purchases made at Fireaway locations or through our official ordering platforms

3. Non-Refundable Items

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

• Food items that have been substantially consumed (more than 50%)
• Custom orders that were prepared according to customer specifications
• Gift cards and promotional vouchers (unless required by law)
• Delivery fees for completed deliveries
• Orders cancelled after food preparation has begun
• Items purchased with promotional discounts (unless defective)
• Perishable items beyond the 24-hour window
• Digital products such as app purchases or loyalty point transactions

4. Refund Process

To request a refund, please follow these steps:

5. Refund Methods

Approved refunds will be processed using the following methods:

• Credit/Debit Cards: Refunded to original payment method within 5-7 business days
• Cash Purchases: Cash refunds available immediately at store location
• Digital Payments: PayPal, Apple Pay, Google Pay refunds within 3-5 business days
• Gift Cards: May be issued as store credit for certain situations
• Bank Transfers: Direct refunds for large orders or special circumstances
• Processing Time: Most refunds appear in customer accounts within 5-10 business days depending on bank processing times

6. Exchanges

In some cases, we may offer exchanges instead of refunds:

• Incorrect Orders: We will remake your order at no additional charge
• Food Quality Issues: Fresh replacement items or alternative menu options
• Merchandise: Exchange for different size or item of equal value within 30 days
• Promotional Items: Exchange for items of similar promotional value
• Store Credit: May be offered as an alternative to cash refunds in certain situations
• Future Visit Credits: Complimentary items or discounts for future visits

7. Damaged or Defective Items

Special policies apply to damaged or defective items:

• Immediate Replacement: Damaged food items will be replaced immediately when possible
• Full Refund: Severely compromised items that cannot be safely replaced
• Photo Documentation: Photos may be requested for quality assurance and training purposes
• No Time Limit: Safety concerns take priority over standard time limitations
• Packaging Issues: Damaged packaging that affects food safety qualifies for full refund
• Temperature Issues: Food delivered at unsafe temperatures will be fully refunded
• Contamination: Any suspected contamination will result in immediate full refund and investigation

Additional Information

• Policy Changes: This refund policy may be updated periodically. Check our website for the most current version.
• Legal Rights: This policy does not affect your statutory rights as a consumer under UK law.
• Dispute Resolution: Unresolved disputes may be escalated to management or alternative dispute resolution services.
• Fraud Prevention: We reserve the right to investigate suspicious refund requests and may refuse service for fraudulent claims.
• Record Keeping: All refund transactions are recorded for quality assurance and customer service improvement.