Refund Policy

Effective Date: January 1, 2025

Last Updated: January 1, 2025

1. Introduction

This Refund Policy explains the circumstances under which refunds are available for orders placed through Supermacs (https://suppermacs.com). This policy applies to all food orders and delivery services provided by Supermacs, Company Registration Number 87069349.

Please read this policy carefully before placing an order. By placing an order, you acknowledge and agree to the terms outlined in this Refund Policy.

2. Company Information

3. Eligibility for Refunds

Refunds may be issued under the following circumstances:

3.1 Quality Issues

• Food arrives cold or not at the expected temperature
• Food is not cooked properly or does not meet quality standards
• Food appears spoiled, contaminated, or unfit for consumption
• Food does not match the product description
• Food has an unacceptable appearance or presentation

3.2 Order Accuracy Issues

• Incorrect items delivered
• Missing items from your order
• Wrong size or quantity delivered
• Incorrect customizations or toppings
• Allergen-related errors that were clearly specified in order notes

3.3 Delivery Issues

• Order never arrived
• Excessive delay beyond the estimated delivery time (more than 30 minutes)
• Order delivered to wrong address due to our error

3.4 Order Cancellation

• We cancel your order due to unavailability of items
• We cannot deliver to your location
• You cancel within 5 minutes of order placement (before preparation begins)

4. Non-Refundable Situations

Refunds will NOT be issued in the following circumstances:

• Change of mind after order has been prepared
• Subjective taste preferences or personal dislikes
• Customer unavailability at delivery address
• Incorrect delivery information provided by customer
• Delays caused by extreme weather, natural disasters, or force majeure events
• Partial consumption of food before complaint
• Complaints made more than 2 hours after delivery
• Issues with third-party services or payment processors
• Allergic reactions when allergen information was not provided to us prior to order

5. Refund Request Process

5.1 How to Request a Refund

If you believe you are eligible for a refund, please follow these steps:

1. Contact Us Immediately: Report the issue as soon as possible, preferably within 1 hour of delivery
2. Provide Order Details: Have your order number and contact information ready
3. Describe the Issue: Clearly explain what went wrong with your order
4. Provide Evidence: If possible, take photos of the issue (incorrect items, quality problems, etc.)

5.2 Contact Methods

You can request a refund through the following channels:

• Phone: +272 959 515 050 (Available Monday-Sunday, 11:00 AM - 11:00 PM)
• Email: [email protected] (Response within 24 hours)
• Website: Contact form on https://suppermacs.com/contact.html

5.3 Required Information

When requesting a refund, please provide:

• Order number
• Date and time of order
• Name and contact information
• Detailed description of the issue
• Photos or evidence (if applicable)

6. Refund Assessment and Decision

Upon receiving your refund request:

• We will review your complaint and any supporting evidence
• We may contact you for additional information or clarification
• In some cases, we may send a replacement order instead of issuing a refund
• Decisions will be made fairly and in accordance with this policy
• You will be notified of our decision within 24-48 hours

7. Types of Refunds

7.1 Full Refund

A full refund (100% of order value including delivery fee) may be issued for:

• Complete order not delivered
• Severe quality issues affecting the entire order
• Multiple incorrect items
• Order canceled by us before preparation

7.2 Partial Refund

A partial refund (proportional to the affected items) may be issued for:

• One or more items missing from order
• Quality issues with specific items
• Incorrect items (refund for affected items only)

7.3 Store Credit

In some cases, we may offer store credit or a voucher for future orders instead of a monetary refund, particularly for minor issues or as goodwill gestures.

8. Refund Processing Times

9. Repeated Refund Requests

While we want to ensure customer satisfaction, we monitor refund requests to prevent abuse of our refund policy. Accounts with excessive or suspicious refund requests may:

• Be subject to additional verification
• Require photographic evidence for all future claims
• Be restricted from placing future orders
• Be reported to relevant authorities if fraud is suspected

10. Consumer Rights

This Refund Policy does not affect your statutory rights as a consumer under Irish and European Union law. You have legal rights under the Consumer Rights Act and EU Consumer Protection legislation, including:

• Right to receive goods that match their description
• Right to receive goods of satisfactory quality
• Right to receive goods fit for purpose
• Right to remedies when these standards are not met

11. Exceptions and Special Circumstances

11.1 Promotional Orders

Orders placed using discount codes, vouchers, or during promotional periods are subject to the same refund policy. Refunds will be issued for the amount actually paid.

11.2 Corporate or Bulk Orders

Large orders (typically over €200) may have specific refund terms discussed at the time of ordering. Please confirm these terms with our customer service team.

11.3 Force Majeure

In cases of extreme weather, natural disasters, or other events beyond our control that prevent delivery, we will offer a full refund or the option to reschedule delivery.

12. Alternative Remedies

Instead of a refund, we may offer:

• Replacement Order: We send a new order at no additional charge
• Discount Voucher: Credit towards your next order
• Store Credit: Amount credited to your account for future use
• Complimentary Items: Free items added to your next order

The specific remedy will depend on the nature and severity of the issue.

13. Disputes and Appeals

If you disagree with our refund decision:

• Contact our customer service manager for review
• Provide any additional information or evidence
• We will conduct a secondary review of your case
• Final decisions will be communicated within 5 business days

If you remain unsatisfied, you may contact consumer protection authorities in Ireland for assistance.

14. Prevention and Quality Assurance

We continuously work to prevent issues that lead to refund requests:

• Regular staff training on food preparation and quality standards
• Quality checks before orders leave our kitchen
• Proper packaging to maintain food temperature during delivery
• Driver training to ensure timely and professional delivery
• Customer feedback review and analysis

15. Policy Updates

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. The "Last Updated" date at the top of this policy indicates when it was last revised. We encourage you to review this policy periodically.

16. Contact Information

For refund requests, questions, or concerns about this policy, please contact us:

17. Governing Law

This Refund Policy is governed by the laws of Ireland. Any disputes arising from this policy shall be subject to the exclusive jurisdiction of the Irish courts, without prejudice to your statutory consumer rights.

Thank you for choosing Supermacs. We value your business and are committed to your satisfaction. If you have any questions about our Refund Policy, please don't hesitate to contact us.