Refund Policy

1. Overview

Fireaway is committed to providing exceptional food and service to our customers. We understand that occasionally you may not be completely satisfied with your order. This refund policy outlines the conditions and procedures for requesting refunds on your purchases.

We strive to ensure every customer leaves satisfied with their dining experience. If you are not completely happy with your order, we encourage you to contact us so we can make it right.

2. Refund Eligibility

Refunds may be eligible under the following conditions:

• Timeframe: Refund requests must be made within 24 hours of your order
• Food Quality Issues: Items that are incorrect, cold, burnt, or otherwise unsatisfactory
• Service Issues: Significant delays beyond quoted delivery time (over 30 minutes late)
• Order Errors: Wrong items delivered or missing items from your order
• Proof of Purchase: Valid receipt or order confirmation number required
• Genuine Complaint: Issues must be legitimate and verifiable

3. Non-Refundable Items

The following items and situations are not eligible for refunds:

• Orders that have been consumed in full without complaint
• Refund requests made more than 24 hours after order completion
• Change of mind after order has been prepared or delivered
• Dietary restrictions not communicated at time of ordering
• Personal taste preferences (unless item is genuinely prepared incorrectly)
• Gift cards and promotional vouchers (subject to terms and conditions)
• Third-party delivery fees (unless delivery was significantly delayed due to our error)
• Orders placed during promotional periods where "no refunds" terms apply

4. Refund Process

To request a refund, please follow these steps:

1. Contact Us Immediately: Call us at +44 20 7739 4873 or email [email protected]
2. Provide Order Details: Share your order number, contact information, and specific issue
3. Describe the Problem: Explain what was wrong with your order in detail
4. Photo Evidence: If applicable, provide photos of the issue (optional but helpful)
5. Await Review: Our team will review your request within 2-4 hours during business hours
6. Resolution: We will contact you with our decision and next steps
7. Refund Processing: If approved, your refund will be processed within 3-5 business days

5. Refund Methods

Refunds will be processed using the following methods:

• Original Payment Method: Refunds will be credited back to the original form of payment
• Credit Card: 3-5 business days for credit to appear on statement
• Debit Card: 3-7 business days for credit to appear in account
• Cash Orders: Cash refunds available at restaurant location with receipt
• Online Orders: Processed through original payment gateway

Please note that processing times may vary depending on your bank or financial institution. Fireaway cannot control the speed at which your bank processes refunds.

6. Exchanges Policy

In many cases, we prefer to offer exchanges rather than refunds to ensure you still receive a great meal:

• Replacement Orders: We can prepare a new order to replace the unsatisfactory items
• Store Credit: Credit applied to your account for future orders
• Upgrade Options: Sometimes we may offer an upgraded item at no additional cost
• Immediate Resolution: For in-restaurant issues, we'll resolve immediately when possible

7. Damaged or Defective Items

Special provisions apply to orders that arrive damaged or with quality issues:

• Immediate Replacement: We will immediately prepare and deliver replacement items at no charge
• Full Refund: If replacement is not possible or desired, full refund will be provided
• Delivery Issues: If packaging was damaged during delivery, we will work with our delivery partners to resolve
• Quality Control: We take quality issues seriously and use them to improve our processes
• No Questions Asked: Genuine quality issues will be resolved immediately without extensive questioning

If you receive damaged or defective items, please contact us immediately at +44 20 7739 4873. We will make it right as quickly as possible.