Introduction
At East Side Mario's, we strive to provide the highest quality food, beverages, and service to ensure your complete satisfaction. We understand that occasionally issues may arise with your order or dining experience. This Refund Policy outlines the conditions under which we offer refunds and the process for requesting them.
This policy applies to all purchases made through our website, mobile app, or in-restaurant. By placing an order with us, you agree to the terms of this Refund Policy.
Refund Eligibility
We may issue refunds in the following situations:
Online and Mobile App Orders
- Order Cancellation: If you cancel your order before it has been prepared, you are eligible for a full refund.
- Missing or Incorrect Items: If items in your order are missing or incorrect, you may be eligible for a partial or full refund.
- Food Quality Issues: If there are quality issues with your food (e.g., not prepared to your specifications, undercooked, etc.), you may be eligible for a partial or full refund.
- Late Delivery: If your delivery is significantly delayed beyond the estimated delivery time, you may be eligible for a partial refund or credit.
- Technical Issues: If you were charged for an order that was not completed due to technical issues on our website or app, you are eligible for a full refund.
In-Restaurant Dining
- Food Quality Issues: If you are not satisfied with the quality of your meal, please notify your server immediately. We will attempt to resolve the issue by replacing the item. If the issue cannot be resolved to your satisfaction, we may offer a refund for the specific item.
- Service Issues: If you experience significant issues with service that impact your dining experience, please speak with a manager before leaving the restaurant. We may offer partial refunds, discounts, or gift cards at the manager's discretion.
Gift Cards and Merchandise
- Unused Gift Cards: Unused gift cards cannot be refunded or exchanged for cash, except where required by law.
- Defective Merchandise: If merchandise purchased from our restaurants is defective, you may return it with proof of purchase within 14 days for a replacement or refund.
Refund Request Procedure
To request a refund, please follow these steps:
For Online and Mobile App Orders
- Contact Us Promptly: Notify us of the issue as soon as possible, ideally within 24 hours of receiving your order.
- Provide Order Details: Include your order number, date and time of order, and the specific items or issues related to your refund request.
- Submit Your Request: You can request a refund through one of the following methods:
- Using the "Report an Issue" feature in our mobile app
- Contacting our Customer Service team at [email protected]
- Calling us at +449746871705 during business hours
- Documentation: If possible, provide photos or other evidence of the issue (e.g., photos of incorrect or damaged items).
For In-Restaurant Dining
- Immediate Notification: Inform your server or a manager about the issue during your visit.
- Complete a Feedback Form: If requested, complete a feedback form with details about your experience.
- Follow-Up: If the issue was not resolved during your visit, you may contact our Customer Service team with your receipt information and details of the issue.
Refund Processing
Once your refund request has been approved, we will process it according to the following guidelines:
Refund Method
Refunds will be issued to the original method of payment used for the purchase:
- Credit/Debit Card payments will be refunded to the same card.
- Gift Card purchases will be refunded to the same gift card or as store credit.
- Cash payments made in-restaurant will be refunded in cash if the refund is processed during the same visit, or by check for after-visit refunds.
Refund Timing
- Online and Mobile App Orders: Refunds will typically be processed within 3-5 business days after approval.
- Credit/Debit Card Refunds: While we process refunds promptly, it may take 5-10 business days for the refund to appear on your account, depending on your financial institution.
- In-Restaurant Refunds: Refunds for in-restaurant purchases will typically be processed immediately if approved during your visit.
Refund Notification
You will receive an email confirmation when your refund has been processed. If you have not received a refund within the expected timeframe, please contact our Customer Service team.
Alternative Remedies
In some cases, we may offer alternatives to a monetary refund, such as:
- Store Credit: We may issue store credit that can be used for future purchases.
- Replacement: We may offer to replace the item in question instead of providing a refund.
- Discount Voucher: We may provide a discount voucher for a future visit.
- Loyalty Points: We may add bonus points to your loyalty account as compensation.
The specific remedy offered will depend on the nature of the issue and may be at the discretion of our management team.
Exceptions and Special Circumstances
Non-Refundable Items and Situations
The following items and situations are generally not eligible for refunds:
- Orders that have been fully consumed
- Issues reported more than 48 hours after the order was received
- Minor discrepancies in food preparation that do not significantly impact the quality or safety of the food
- Personal taste preferences when the food was prepared according to specifications
- Delivery delays caused by factors beyond our control (severe weather, traffic conditions, etc.)
- Special event tickets or prepaid dining experiences, unless the event is cancelled by East Side Mario's
Third-Party Delivery Services
If you placed your order through a third-party delivery service (e.g., DoorDash, Uber Eats), refund requests must be submitted through that service according to their policies. However, we encourage you to contact us directly as well so we can address any quality concerns.
Special Promotions and Discounts
Refunds for orders placed using special promotions, discounts, or coupons will be adjusted to reflect the actual amount paid. Promotional discounts may not be reapplied to replacement orders.
Catering and Large Orders
For catering and large orders, the following special conditions apply:
Cancellation Policy
- More than 48 hours notice: Full refund or credit
- 24-48 hours notice: 50% refund or credit
- Less than 24 hours notice: No refund, but we may offer partial credit at our discretion
Quality Issues with Catering Orders
If there are quality issues with a catering order, please notify us within 2 hours of receiving the order. We will work with you to resolve the issue, which may include sending replacement items, offering a partial refund, or providing credit for future orders.
Contact Information
If you have questions about our Refund Policy or need to request a refund, please contact us through one of the following methods:
- Email: [email protected]
- Phone: +449746871705 (Monday to Friday, 9am-5pm EST)
- In Person: Speak with a manager at any of our restaurant locations
- Mail: Customer Service Department, Flat 51e Holmes Ford East Alice NE63 8EL
Please include the following information in your refund request:
- Your name and contact information
- Order number or receipt
- Date and time of purchase
- Restaurant location (for in-restaurant purchases)
- Description of the issue
- Requested resolution
Policy Updates
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting the updated policy on our website. Your continued use of our services after any changes to the Refund Policy constitutes your acceptance of the revised policy.
The date at the top of this page indicates when the policy was last updated.
Customer Satisfaction Commitment
At East Side Mario's, customer satisfaction is our priority. If you are not completely satisfied with your experience, we want to hear from you so we can make it right. While this policy outlines our standard refund procedures, we evaluate each situation individually and strive to resolve issues in a fair and reasonable manner.
We appreciate your business and value your feedback as it helps us improve our food and service for all our customers.
