Refund Policy

At 4 Rivers, we are committed to providing our customers with high-quality food products and an exceptional dining experience. We understand that situations may arise where a refund or exchange is necessary. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are handled. Please read this policy carefully before placing an order or making a purchase.

By purchasing from 4 Rivers through our website at 4-rivers.click or any other sales channel, you agree to the terms set forth in this Refund Policy. If you have any questions, please contact us at [email protected] before completing your purchase.

1. General Policy Overview

4 Rivers takes pride in the freshness, quality, and safety of all food items we serve and sell. Due to the perishable nature of food products, our refund policy is structured to be fair to our customers while accounting for the unique challenges of the food service industry. We comply with all applicable United States consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) under the FTC Act, as well as relevant state-level food service and consumer protection regulations.

Our goal is to resolve every concern promptly, professionally, and to your satisfaction. We encourage customers to contact us as soon as possible after an issue arises so we can provide the best possible resolution.

2. Eligibility Conditions for Refunds

A refund may be issued under the following circumstances:

• The food item received was significantly different from what was described or ordered.
• The food item arrived in an unsatisfactory condition, including spoilage, contamination, or damage during delivery.
• An incorrect item was delivered that does not match your order.
• The order was not delivered within the expected timeframe due to an error on our part.
• A duplicate charge was processed for the same order.
• You experienced an allergic reaction due to an item that was not properly labeled and that you specifically inquired about before ordering.
• The order was cancelled within the eligible cancellation window (see Section 8).

To be eligible for a refund, customers must provide:

• Proof of purchase (order number, receipt, or confirmation email).
• A clear description of the issue experienced.
• Photographic or video evidence of the defective, incorrect, or unsatisfactory item(s), where applicable.

3. Timeframes for Refund Requests

Timely reporting is critical, especially with perishable food products. The following timeframes apply to refund requests:

Refund requests submitted outside of these timeframes may not be honored. We strongly encourage all customers to inspect their orders immediately upon receipt and report any issues without delay.

4. Non-Refundable Items and Services

Certain items and services are not eligible for refunds. These include, but are not limited to:

• Perishable food items that have been consumed or partially consumed, unless a quality defect is identified at the time of delivery.
• Custom or special-order items that were made specifically to the customer's specifications (e.g., custom cakes, specialty platters, personalized orders).
• Gift cards and store credit issued by 4 Rivers.
• Promotional or discounted items sold during limited-time offers or clearance events, unless the product was defective or incorrect.
• Catering and event services that were delivered and set up as agreed, unless a material quality defect is reported at the time of service.
• Orders cancelled after food preparation has begun (see Section 8).
• Delivery fees, in cases where delivery was successfully completed as described.
• Service charges and gratuity added to orders, except in cases of billing errors.

5. How to Request a Refund (Step-by-Step)

To request a refund, please follow these steps carefully:

1. Step 1 – Gather Your Information: Locate your order confirmation email or receipt. Note your order number, the date of purchase, and the specific items you are requesting a refund for.
2. Step 2 – Document the Issue: Take clear photographs or videos of the item(s) in question. This is especially important for spoiled, damaged, or incorrect items.
3. Step 3 – Contact Us: Reach out to our customer support team via email at [email protected] or through the contact form available on our website at 4-rivers.click. Include the following information in your message:
   • Full name
   • Order number
   • Date and time of purchase
   • Description of the issue
   • Attached photos or videos (if applicable)
   • Preferred resolution (refund, replacement, or store credit)
4. Step 4 – Review and Confirmation: Our customer service team will review your request within 1–3 business days and may follow up with additional questions if necessary.
5. Step 5 – Resolution: Once your request is approved, we will notify you via email with details of the approved refund, replacement, or credit and the expected timeline for processing.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account depends on your original payment method. The following estimated processing times apply:

Please note that while we process refunds promptly on our end, the actual timing of when funds appear in your account is subject to your bank or financial institution's processing timelines. 4 Rivers is not responsible for any delays caused by third-party financial institutions.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only a portion of the order was affected by an issue (e.g., one item out of several was incorrect or damaged).
• The customer has partially consumed a product before identifying a quality concern.
• A catering or event order was partially completed before a service issue arose.
• Promotional pricing or discounts applied to part of an order affect the refundable amount.
• The customer requests a refund after the standard eligibility timeframe, at the discretion of our management team.

The amount of a partial refund will be calculated based on the specific items or portion of the service affected. Our customer service team will communicate the exact amount before processing.

8. Cancellation Policy

We understand that plans can change. The following cancellation terms apply to orders placed with 4 Rivers:

8.1 Standard Food Orders

• Cancellation before food preparation begins: Full refund issued.
• Cancellation after food preparation has begun: No refund will be issued, as the food has already been prepared specifically for your order.
• Cancellation after delivery: No refund will be issued unless there is a documented quality or delivery issue.

8.2 Catering and Event Orders

• Cancellation more than 72 hours before the event: Full refund of any deposits or payments made.
• Cancellation 48–72 hours before the event: 50% refund of total order value. Deposit may be forfeited.
• Cancellation less than 48 hours before the event: No refund will be issued. The full order amount may be charged due to food preparation, staffing, and logistics already in progress.

8.3 Pre-Orders and Advance Orders

• Pre-orders may be cancelled up to 24 hours before the scheduled pickup or delivery time for a full refund.
• Cancellations made within 24 hours of the scheduled time will not be eligible for a refund unless there is an extraordinary circumstance reviewed by our team.

9. Exchange Policy

4 Rivers offers exchanges under the following conditions:

• An incorrect item was delivered and the correct item is available.
• A defective or unsatisfactory item is reported within the eligible timeframe and the replacement can be prepared and delivered in a timely manner.

Exchanges are subject to product availability. In cases where a direct exchange is not possible (e.g., the item is no longer available or the order was placed for a specific event), a refund or store credit will be offered instead.

To request an exchange, please follow the same steps outlined in Section 5 and indicate that you are requesting a replacement rather than a refund.

Please note that exchanges are not available for:

• Consumed or partially consumed food items.
• Custom or special-order items where the order specifications were followed correctly.
• Items purchased during promotional events where substitutions are not available.

10. Dispute Resolution Process

If you are not satisfied with the resolution provided by our customer service team, 4 Rivers offers the following dispute resolution process:

10.1 Internal Escalation

You may request that your case be escalated to a senior manager or supervisor by indicating this in your follow-up email to [email protected]. Escalated cases will be reviewed within 3–5 business days, and a final determination will be communicated to you in writing.

10.2 Mediation

If an internal resolution cannot be reached, both parties agree to attempt good-faith mediation before pursuing any legal action. Mediation may be conducted through a mutually agreed-upon neutral third party.

10.3 Consumer Protection Agencies

Customers in the United States have the right to file complaints with applicable consumer protection agencies, including:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): For billing and payment disputes, www.consumerfinance.gov
• Better Business Bureau (BBB): www.bbb.org
• Your state's Attorney General Office for state-level consumer protection concerns.

10.4 Chargebacks

We encourage customers to contact us directly before initiating a chargeback with their bank or credit card provider. Initiating a chargeback without first attempting to resolve the issue with us may result in a delay in resolution and may affect your ability to place future orders with 4 Rivers. We are committed to working with you to resolve any legitimate dispute as quickly as possible.

11. Food Safety and Quality Commitment

At 4 Rivers, food safety and quality are our highest priorities. All of our products are prepared in compliance with applicable United States food safety regulations, including guidelines from the Food and Drug Administration (FDA) and the United States Department of Agriculture (USDA). We adhere to strict hygiene and food handling standards to ensure that every item delivered to you meets our high-quality benchmarks.

If you believe that a food safety issue has occurred, please report it to us immediately and, if necessary, contact your local health department or the FDA's MedWatch program for serious adverse events related to food products.

12. 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.click with an updated effective date. Continued use of our services after any changes are posted constitutes your acceptance of the revised policy. We encourage you to review this policy periodically to stay informed of any updates.

13. Contact Information

For all refund requests, cancellations, exchanges, or questions related to this policy, please contact our customer service team using the information below: