Refund & Cancellation Policy

1. Overview of Our Refund & Cancellation Policy

At Red Chili, your satisfaction matters. If something goes wrong with your order, we’ll work to make it right through a refund, credit, or replacement as described below. This policy applies to purchases made through our website, in-restaurant, and—where noted—through approved third-party delivery partners.

2. Eligibility for Refunds/Redress

You may be eligible for a refund, store credit, or replacement if:

• The order was incorrect, incomplete, or items were missing.
• The food quality did not meet our standards (e.g., undercooked, burnt, spoiled).
• The order was never delivered or arrived excessively late (beyond reasonable delivery windows).
• You were charged incorrectly or experienced duplicate billing.

Not eligible: change-of-mind, orders consumed in substantial part, or issues reported long after receipt without reasonable proof. See “Timeframes” below.

3. Timeframes to Report an Issue

• Pickup / Dine-in: Report at the counter immediately or within 2 hours of purchase.
• Delivery: Report within 2 hours of the delivery timestamp.
• Billing errors: Report within 7 days of the transaction date.

We may ask for your order number, photos, and a brief description to help us investigate.

4. Resolution Options

• Replacement: We remake the affected item(s).
• Store Credit / Coupon: Applied to a future order.
• Refund to Original Payment Method: Where appropriate and permitted, issued to the same card/account used for purchase.

The remedy offered depends on the issue, your preference (when feasible), and applicable laws.

5. How to Request a Refund or Report an Issue

1. Gather your order number, payment receipt, and photos (if applicable).
2. Contact us via:
   • 📧 Email: support@redchili.com
   • 📞 Phone: (###) ###-####
   • 🏪 In-Restaurant: Speak with a manager at the location listed on your receipt.
3. For third-party delivery orders (e.g., partnered apps), you may need to initiate the request in that app per their policies. See Section 6.

6. Refund Method & Processing Time

Approved refunds are typically issued to the original form of payment. Processing times vary by bank and payment provider, usually within 3–10 business daysafter approval. Store credits/coupons are usually issued within 24–48 hours.

7. Third-Party Delivery Partners

If you placed an order via a third-party delivery platform (e.g., an app or marketplace), that platform’s refund and support policies may apply. We will cooperate with our partners to investigate your claim, but in many cases you must submit your request directly through the third-party app to receive credit/refund per their terms.

8. YCatering, Events & Large Orders

• Deposits: Non-refundable unless otherwise stated in your event agreement.
• Cancellations: May be subject to a sliding fee depending on notice time and prep started.
• Changes: Menu and headcount changes require written confirmation within agreed timelines.

9. Non-Refundable Items & Situations

• Gift cards and promotional vouchers (except where required by law).
• Special orders or custom items once preparation has begun.
• Food safety issues arising from improper storage after delivery/pickup.
• Change-of-mind after the order is prepared or significantly consumed.

10. Allergens & Dietary Preferences

Please inform us of any allergies or strict dietary requirements when ordering. While we take care to avoid cross-contact, our kitchens handle common allergens. If an allergen-related issue occurs, contact us immediately so we can assist per this policy and applicable laws.

11. Chargebacks

If you file a chargeback without first giving us a reasonable opportunity to resolve the issue, we may provide documentation to your bank disputing the claim. We recommend contacting us first for the fastest resolution.

12. Independently Owned Locations

Some Red Chili locations may be independently owned and operated. Refund decisions for purchases made directly at those locations are handled by the respective owner/manager in accordance with this policy and local laws. We will coordinate when appropriate.

13. Proof of Issue & Product Return

We may request photos, unused portions, or original packaging to verify the issue and improve our quality controls. Please retain items until we advise next steps.

14. Policy Updates

We may update this Refund & Cancellation Policy from time to time to reflect operational, legal, or partner changes. The latest version is posted here with the effective date above.

15. Contact Us

If you have questions, comments, or concerns about this Privacy Policy or our data practices, please contact us at:

📧 +1 240-563-1192
🌐 ask@redchili.com
📍 6251 Livingston Rd, Oxon Hill, MD 20745, USA.

This policy is provided for general guidance and does not limit any rights you may have under applicable consumer protection laws.