Refund Policy

Effective Date: May 6, 2026  |  Last Updated: May 6, 2026

1. About This Policy

This Refund Policy applies to all purchases made through 4rivers-food.rest and governs the terms under which customers may request refunds, cancellations, or exchanges. This policy is governed by the laws of the United States, including applicable consumer protection regulations enforced by the Federal Trade Commission (FTC) under the FTC Act, and any relevant state consumer protection statutes.

By placing an order with 4 Rivers, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy. If you do not agree with any part of this policy, please refrain from making a purchase.

We reserve the right to update or modify this policy at any time. The most current version will always be published on our website with the effective date noted at the top of this page.

2. Contact Information for Refund Requests

All refund requests, inquiries, and communications related to returns or cancellations must be directed to our customer support team using the details below:

Our customer support team is available to respond to refund-related inquiries during normal business hours. We aim to respond to all email correspondence within 2 business days.

3. Eligibility Conditions for Refunds

We understand that issues can arise with food orders, and we take every concern seriously. A refund may be granted under the following conditions:

• Wrong Order Delivered: You received items that are significantly different from what you ordered.
• Missing Items: One or more items from your order were not delivered or were omitted from your package.
• Food Quality Issues: The food received was spoiled, inedible, or posed a verifiable health or safety concern at the time of delivery.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Order Not Delivered: Your order was confirmed and paid for but was never received, and no delivery confirmation exists.
• Significantly Late Delivery: Your order arrived with an unreasonable delay beyond the estimated delivery window communicated at the time of ordering, resulting in diminished food quality.

To be eligible for a refund, you must report the issue within the timeframe outlined in Section 4 below. All claims are subject to review and verification by our team. We may request supporting evidence such as photographs, order confirmation numbers, or a description of the issue before processing a refund.

4. Timeframes for Refund Requests

Timely reporting is essential for food-related refund claims. The following timeframes apply:

5. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for a refund:

• Orders where the customer simply changed their mind after food preparation has begun.
• Customized or special-request menu items that were prepared as specified by the customer.
• Delivery fees, service fees, or tips already processed, unless the order was never fulfilled.
• Promotional, discounted, or complimentary items provided as part of a special offer.
• Partially consumed food items, unless a verifiable quality or safety issue is documented.
• Orders where the delivery address provided by the customer was incorrect or inaccessible.
• Orders affected by circumstances beyond our control, including but not limited to severe weather, natural disasters, or public emergencies, where reasonable effort was made to fulfill the order.
• Digital gift cards or vouchers that have been redeemed or used.
• Subscription plans or membership fees, except as outlined in the cancellation policy in Section 8.

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

To initiate a refund request, please follow the steps outlined below:

1. Step 1 — Gather Your Information: Before contacting us, have the following ready: your order confirmation number, the date and time of your order, your registered email address or phone number, and a clear description of the issue.
2. Step 2 — Document the Issue: If applicable, take clear photographs of the incorrect, missing, or unsatisfactory items. Visual documentation significantly speeds up the review process.
3. Step 3 — Contact Our Support Team: Send an email to [email protected] with the subject line: "Refund Request – [Your Order Number]". Include all relevant details and attach any supporting photos.
4. Step 4 — Await Confirmation: Our customer support team will acknowledge your request within 2 business days and may follow up with additional questions to verify your claim.
5. Step 5 — Review and Decision: We will review your request and provide a decision within 5 business days of receiving all necessary information. You will be notified via email of the outcome.
6. Step 6 — Refund Issuance: If your refund is approved, it will be processed according to the timelines outlined in Section 7. You will receive a confirmation email once the refund has been initiated.

7. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive the funds depends on your original payment method. Please note that processing times are estimates and may vary depending on your financial institution.

All refunds are issued to the original payment method used at the time of purchase. We are unable to redirect refunds to a different account or payment method. If the original payment method is no longer available (e.g., expired card), please contact us at [email protected] so we can arrange an alternative resolution.

8. Cancellation Policy

We begin preparing orders shortly after they are placed to ensure the fastest possible service. Therefore, our cancellation window is limited:

8.1 Standard Orders

You may cancel an order within 5 minutes of placing it, provided that food preparation has not yet commenced. To cancel, please contact us immediately at [email protected] or call us if a phone number is listed on our website. Orders cancelled within this window will receive a full refund.

Once food preparation has begun, cancellations will not be accepted, and no refund will be issued for the order total. If you have a genuine emergency or exceptional circumstance, please contact us — we will consider each situation on a case-by-case basis.

8.2 Pre-Orders and Scheduled Orders

For orders placed in advance (pre-orders or scheduled deliveries), you may cancel up to 2 hours before the scheduled preparation time for a full refund. Cancellations made within 2 hours of the scheduled preparation time may be subject to a partial refund or no refund, depending on the stage of preparation.

8.3 Catering and Large Group Orders

Catering orders and large group orders (typically defined as orders for 10 or more people) have a separate cancellation policy. These orders require a minimum of 48 hours' notice for cancellation to receive a full refund. Cancellations made between 24 and 48 hours in advance may be eligible for a 50% refund. Cancellations made less than 24 hours before the scheduled time are not eligible for a refund, as ingredients and labor will have already been allocated.

8.4 Subscription or Recurring Orders

If 4 Rivers offers subscription meal plans or recurring order services, you may cancel your subscription at any time. Cancellations will take effect at the end of the current billing period. No refunds will be issued for the current billing period unless no orders have been fulfilled within that period. Please contact [email protected] to manage your subscription.

9. Partial Refunds

In certain situations, a partial refund may be offered instead of a full refund. Partial refunds may apply in the following circumstances:

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the rest of the order was delivered correctly.
• The issue reported does not substantially affect the overall value or usability of the order.
• Delivery fees are non-refundable but the food items qualify for a refund.
• The food was partially consumed before the issue was identified, where a reasonable determination can be made about the proportion affected.
• A late-cancellation scenario where some preparation costs have been incurred.

The amount of a partial refund will be determined by our customer support team based on the specific circumstances of your claim. We aim to be fair and transparent in all partial refund decisions, and you will be informed of the refund amount and reasoning before it is processed.

10. Exchange Policy

Due to the perishable and time-sensitive nature of food products, we generally do not offer direct exchanges. However, in cases where an incorrect item was delivered, we may offer one of the following remedies at our discretion:

• Replacement Delivery: Where feasible and within a reasonable time, we may offer to redeliver the correct item at no additional charge.
• Store Credit: We may offer a store credit equivalent to the value of the affected item(s), which can be applied to a future order.
• Partial or Full Refund: As an alternative to a replacement, a monetary refund may be issued as outlined in this policy.

The availability of a replacement delivery depends on operational capacity, your location, and the time of the request. We will do our best to accommodate your preference but reserve the right to offer the most practical remedy based on the circumstances.

11. Dispute Resolution Process

If you are not satisfied with our response to your refund request, we encourage you to escalate the matter through our internal dispute resolution process before pursuing external remedies.

11.1 Internal Escalation

If you feel your refund request was not handled appropriately, you may request a formal review by emailing [email protected] with the subject line: "Escalation Request – [Your Order Number]". Please include a summary of your original request and your reasons for escalation. A senior member of our team will review your case and respond within 5 business days.

11.2 External Dispute Resolution

If an internal resolution cannot be reached, you may have the right to pursue the following external remedies:

• Chargeback Through Your Bank or Credit Card Issuer: You may contact your financial institution to dispute a charge if you believe you were charged incorrectly or did not receive the goods or services paid for. Note that initiating a chargeback while a refund is already being processed may complicate and delay your resolution.
• Federal Trade Commission (FTC): The FTC enforces consumer protection laws in the United States. You may file a complaint at www.ftc.gov.
• State Attorney General: Depending on your state of residence, you may file a complaint with your state's Attorney General or consumer protection agency.
• Better Business Bureau (BBB): You may file a complaint through the Better Business Bureau at www.bbb.org.
• Small Claims Court: For disputes involving amounts within the jurisdictional threshold, you may file a claim in small claims court in your state.

11.3 Governing Law

This Refund Policy shall be governed by and construed in accordance with the laws of the United States of America and the applicable laws of the state in which 4 Rivers operates, without regard to conflict of law principles. Any legal proceedings arising from this policy shall be conducted in the appropriate jurisdiction within the United States.

12. Consumer Rights Under U.S. Law

As a consumer in the United States, you are protected by federal and state consumer protection laws. Key rights include:

• FTC Act (15 U.S.C. § 45): Protects consumers against unfair or deceptive practices in commerce. 4 Rivers is committed to honest and transparent business practices.
• State Consumer Protection Statutes: Various states have additional protections. For example, California consumers may have additional rights under the California Consumer Privacy Act (CCPA/CPRA) regarding personal data used in connection with your orders.
• Truth in Advertising: All food descriptions, pricing, and promotional materials on our website are intended to be accurate and non-misleading.

Nothing in this Refund Policy is intended to limit or exclude any rights you may have under applicable consumer protection law. If any provision of this policy conflicts with applicable law, the legal requirements shall prevail.

13. Fraud Prevention

4 Rivers takes fraudulent refund claims seriously. Any customer found to be submitting false or misleading refund requests — including but not limited to fabricating missing items, manipulating food to create the appearance of spoilage, or submitting duplicate claims — may have their account suspended, be permanently banned from placing future orders, and may be subject to legal action.

We reserve the right to decline refund requests that we reasonably believe to be fraudulent, abusive, or inconsistent with legitimate customer complaints. Our decisions are made in good faith and in accordance with the terms of this policy.

14. Amendments to This Policy

4 Rivers reserves the right to amend, update, or modify this Refund Policy at any time. Any changes will be posted on our website at 4rivers-food.rest with a revised effective date. Your continued use of our services following the posting of changes constitutes your acceptance of the updated policy.

We encourage you to review this policy periodically to stay informed of any updates. If we make material changes that significantly affect your rights, we will make reasonable efforts to notify you via email or through a prominent notice on our website.

© 2026 4 Rivers. All rights reserved. This Refund Policy was last updated on May 6, 2026.