Refund Policy

1. Overview

At BurgerFuel, customer satisfaction is our top priority. We stand behind the quality of our food and services, and we are committed to ensuring that every customer has an exceptional dining experience. This refund policy outlines our commitment to addressing any concerns you may have with your order.

We understand that occasionally issues may arise with food quality, order accuracy, or service delivery. Our dedicated team is here to resolve these matters promptly and fairly, ensuring that you leave satisfied with both our food and service.

2. Eligibility for Refunds

To be eligible for a refund, the following conditions must be met:

2.1 Timeframe Requirements

• In-store purchases: Refund requests must be made within the same day of purchase
• Online orders: Refund requests must be submitted within 24 hours of order completion
• Delivery orders: Issues must be reported within 2 hours of delivery
• Catering orders: Refund requests must be made within 4 hours of the scheduled delivery/pickup time

2.2 Product Condition

• Food items must be substantially uneaten (more than 75% remaining)
• Items must be returned in original packaging where applicable
• Temperature-sensitive items must be returned while still fresh
• Custom or personalized orders require photo evidence of quality issues

2.3 Proof of Purchase

• Original receipt or order confirmation
• Valid order number for online/app purchases
• Payment method verification for card transactions
• Photo identification may be required for cash refunds over $50

3. Non-Refundable Items

The following items and services are not eligible for refunds:

3.1 Consumable Items

• Beverages that have been opened or consumed
• Food items that have been substantially consumed (less than 75% remaining)
• Ice cream and frozen desserts after 30 minutes from purchase
• Custom salads or modified menu items (unless quality issue)

3.2 Special Orders and Events

• Catering orders cancelled less than 24 hours before event
• Special occasion cakes and custom orders (unless defective)
• Large group bookings cancelled within 12 hours
• Holiday special menus and limited-time offers

3.3 Digital and Service Items

• Gift cards and promotional vouchers (unless legally required)
• Loyalty points and rewards redemptions
• Delivery fees for completed deliveries
• Service charges and tips

4. Refund Process

Follow these steps to request a refund:

4.1 In-Store Refunds

1. Approach the Counter: Visit the restaurant counter with your receipt and the item(s)
2. Explain the Issue: Clearly describe the problem with your order
3. Present Documentation: Provide your receipt and any relevant proof
4. Manager Review: A manager will assess your request and the items
5. Resolution: Receive immediate refund or replacement as appropriate

4.2 Online/Delivery Refunds

1. Contact Customer Service: Call +64 9 930 9123 or email [email protected]
2. Provide Order Details: Include order number, date, time, and description of issue
3. Submit Evidence: Send photos of problematic items if applicable
4. Investigation: Our team will review your case within 24 hours
5. Decision Notification: You'll receive confirmation of the refund decision
6. Processing: Approved refunds are processed within 3-5 business days

4.3 Required Information

5. Refund Methods and Timeframes

5.1 Payment Method Refunds

• Credit/Debit Cards: Refunded to original card within 3-5 business days
• Cash Payments: Immediate cash refund at store or bank transfer within 2 business days
• Mobile Payments: Refunded through original payment app within 2-3 business days
• Gift Cards: Store credit issued immediately, original gift card refunds require manager approval

5.2 Processing Timeframes

• In-store refunds: Immediate (cash) or same-day processing (cards)
• Online refunds: 24-48 hours for approval, 3-5 business days for processing
• Bank processing time: Additional 1-3 business days depending on your bank
• International cards: May take 5-10 business days due to currency conversion

5.3 Refund Confirmation

You will receive confirmation via:

• Email notification with refund details and transaction ID
• SMS confirmation for phone-based requests
• In-store receipt for immediate refunds

6. Exchanges vs Refunds

6.1 When Exchanges Are Preferred

We often recommend exchanges over refunds for:

• Incorrect orders (wrong item or missing ingredients)
• Temperature issues (cold food, warm drinks)
• Presentation problems that don't affect taste
• Size or portion concerns

6.2 Exchange Process

• Immediate replacement: Same-value items can be exchanged instantly
• Upgrade options: Pay the difference for higher-value items
• Preparation time: Fresh items typically ready within 5-10 minutes
• Special requests: Modifications available during exchange

6.3 Exchange Benefits

7. Damaged or Defective Items

7.1 Quality Issues

Items with quality problems receive priority treatment:

• Food safety concerns: Immediate full refund plus investigation
• Burnt or overcooked items: Replacement and partial refund for inconvenience
• Incorrect preparation: Remake at no charge plus discount on future order
• Foreign objects: Full refund, investigation, and gesture of goodwill

7.2 Packaging and Delivery Issues

• Spilled or damaged packaging: Free replacement regardless of time limits
• Missing items: Delivery of missing items or full refund for those items
• Wrong delivery address: New delivery plus refund of original delivery fee
• Delayed delivery (over 45 minutes): Meal replacement or full refund

7.3 Health and Safety

For any health or safety concerns:

8. Contact Information

8.1 Customer Service

8.2 Head Office

8.3 Online Support

• Live Chat: Available on our website Monday-Sunday 10:00 AM - 8:00 PM
• Social Media: Message us on Facebook or Instagram for quick responses
• Mobile App: Submit refund requests directly through our app

8.4 What to Expect