Refund Policy

Effective Date: April 28, 2026 | Last Updated: April 28, 2026

1. Introduction

At 4 Rivers, we are deeply committed to providing our customers with an exceptional food experience. We take great pride in the quality of our products and the service we deliver. However, we understand that circumstances may arise where a refund, exchange, or cancellation becomes necessary. This Refund Policy has been drafted in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and any applicable state-level consumer protection regulations.

This policy applies to all orders placed online through 4-rivers.rest, via telephone, or in person at our establishment. We encourage all customers to review their orders carefully before submitting payment.

2. Refund Eligibility

We want every customer to be satisfied with their experience at 4 Rivers. Refunds may be issued under the following conditions:

• You received an incorrect item that differs from what you ordered.
• Your food order arrived in an unsatisfactory condition, such as being spoiled, contaminated, or significantly different from what was described.
• Your order was not delivered within the agreed timeframe, and no prior notice was given by our team.
• A duplicate charge was processed on your payment method for the same order.
• Your order was confirmed but never prepared or delivered due to an error on our part.
• You have a documented, verifiable allergy reaction caused by an ingredient that was not disclosed in the product description and was not substituted per your request.

All refund requests are subject to review and verification by our customer service team. 4 Rivers reserves the right to request photographic evidence, order confirmation numbers, or other documentation to validate a refund claim.

3. Refund Request Timeframes

To ensure a smooth and fair refund process, customers must submit their refund requests within the following timeframes:

Refund requests submitted outside of these windows may not be honored unless extenuating circumstances are documented and verified by our team. We strongly encourage customers to inspect their orders promptly upon receipt.

4. Non-Refundable Items and Services

Certain items and services are not eligible for refunds under any circumstances. These include:

• Consumed food and beverages: Items that have been fully or substantially consumed are not eligible for a refund, except in cases of documented food safety issues.
• Gift cards and promotional vouchers: All gift card and voucher purchases are final and non-refundable, though they may be transferable.
• Customized or special dietary orders: Orders specifically modified per the customer's detailed instructions (e.g., specific dietary preparations, allergen-free modifications) that were prepared correctly are non-refundable.
• Promotional or discounted items: Items purchased as part of a limited-time promotion or at a discounted price are not eligible for refunds unless they meet the quality-related eligibility criteria above.
• Delivery fees: Delivery and service charges are non-refundable once the delivery process has been initiated, unless the non-delivery was due to our fault.
• Tip amounts: Gratuity added at the time of purchase is non-refundable.
• Catering deposits: Non-refundable once services have been confirmed and preparation has commenced (see cancellation policy below for details).

5. How to Request a Refund — Step-by-Step

To submit a refund request, please follow the steps below:

1. Contact Us Promptly: Reach out to our customer service team within the applicable refund window by emailing us at [email protected] or visiting our website at 4-rivers.rest.
2. Provide Your Order Details: Include your full name, order number or receipt reference, date and time of purchase, and the location or method of ordering (in-store, online, delivery).
3. Describe the Issue Clearly: Explain the reason for the refund request in detail. The more specific you are, the faster we can process your claim.
4. Submit Supporting Evidence: Where applicable, attach photographs of the item(s) in question, screenshots of your order confirmation, or any other relevant documentation.
5. Await Confirmation: Our customer service team will acknowledge your request within 1–2 business days and may follow up with additional questions if needed.
6. Receive Our Decision: We will notify you via email of our decision within 3–5 business days of receiving all required information.
7. Refund Issued: If your refund is approved, it will be processed according to the timelines outlined in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to appear in your account depends on your original payment method:

Please be aware that while we process refunds promptly on our end, the actual posting time may vary depending on your financial institution or payment provider. 4 Rivers is not responsible for delays caused by third-party payment processors or banking institutions.

7. Partial Refunds

In certain situations, only a partial refund may be issued rather than a full refund. Partial refunds may apply under the following conditions:

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the remainder was delivered as expected.
• The customer consumed a significant portion of the item before raising a complaint.
• The issue reported is deemed to be a matter of personal preference rather than a quality or accuracy defect.
• A catering or pre-order is partially canceled, and some preparation costs have already been incurred.
• A promotional discount was applied to the original order, in which case the refund will reflect the actual amount paid for the item(s) in question.

The amount of any partial refund will be communicated to the customer in writing before processing. Customers may accept or appeal the partial refund offer within 48 hours of notification.

8. Exchange Policy

We understand that receiving an incorrect item can be frustrating. Where an incorrect item has been delivered or prepared, 4 Rivers will offer to:

• Remake or replace the item at no additional charge, subject to availability and operational capacity.
• Provide a store credit equivalent to the value of the incorrect item, redeemable on a future visit or order.

Exchanges for reasons of personal preference (e.g., "I changed my mind" or "I don't like the taste") are not guaranteed but may be offered at the discretion of our staff. For in-store exchanges, please speak directly with a manager. For online or delivery orders, please contact us at [email protected].

Exchanges must be requested within the same timeframes outlined in Section 3 of this policy. Items that have been largely consumed will not be eligible for exchange.

9. Cancellation Policy

Our cancellation terms vary depending on the type of order placed. Please review the applicable terms below:

9.1 Standard Orders (Online, Takeout, Delivery)

Standard orders may be canceled free of charge if the cancellation is made before preparation has begun. Once preparation has started, cancellations may not be accepted, and a refund may not be issued. To cancel an order, please contact us immediately at [email protected] or call our team as soon as possible.

9.2 Catering and Pre-Orders

Catering orders require a deposit to confirm the booking. The following cancellation terms apply:

In the event that 4 Rivers must cancel a confirmed catering order due to unforeseen circumstances on our part (e.g., emergency, force majeure), a full refund of all amounts paid will be issued within 5 business days.

9.3 Force Majeure

4 Rivers shall not be held liable for failure to fulfill an order or cancellation of services due to events beyond our reasonable control, including but not limited to natural disasters, public health emergencies, government-mandated closures, or extreme weather conditions. In such cases, we will make every reasonable effort to reschedule or issue store credit.

10. Dispute Resolution Process

We are committed to resolving all refund-related disputes fairly and efficiently. If you are dissatisfied with the outcome of your refund request, the following steps outline our dispute resolution process:

1. Internal Appeal: If your refund request was denied or you believe the resolution was inadequate, you may submit a formal written appeal to [email protected] within 7 calendar days of receiving our decision. Please include your original claim reference number, a detailed explanation of your appeal, and any additional supporting documentation.
2. Escalation to Management: Your appeal will be reviewed by a senior member of our management team within 5 business days. We will provide a final written response outlining our decision and reasoning.
3. Third-Party Mediation: If the dispute remains unresolved after our internal process, you may seek resolution through a neutral third-party mediator. Both parties agree to attempt mediation in good faith before pursuing any legal action.
4. Consumer Protection Agencies: You retain the right to file a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint or your applicable state consumer protection agency. If you are a California resident, you may also exercise your rights under the California Consumer Privacy Act (CCPA/CPRA) where applicable.
5. Chargeback Rights: Nothing in this policy restricts your right to file a chargeback with your credit card issuer or bank if you believe a charge was unauthorized or fraudulent. However, we encourage customers to contact us directly first, as chargebacks can significantly delay resolution.

11. Changes to This Refund Policy

4 Rivers reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at 4-rivers.rest with a revised effective date. Continued use of our services following the posting of changes constitutes your acceptance of the updated policy. We encourage customers to review this policy periodically to stay informed of any updates.

12. Contact Information

If you have any questions, concerns, or would like to submit a refund request, please do not hesitate to contact our customer service team using the details below:

Our customer service team is available to assist you and strives to respond to all inquiries within 1–2 business days. When contacting us about a refund, please have your order number, date of purchase, and a brief description of your concern ready to help us serve you more efficiently.