Refund Policy

At Firehouse Subs, we are committed to delivering fresh, high-quality food and an exceptional customer experience. We understand that situations may arise where you are not completely satisfied with your order. This Refund Policy outlines your rights and our procedures for handling refund requests, exchanges, and cancellations in a fair and transparent manner. This policy applies to all purchases made through our website at fire-housesub.com, in-store, or through any authorized third-party delivery partners.

By placing an order with Firehouse Subs, you agree to the terms outlined in this Refund Policy. We encourage you to read this document carefully before making a purchase.

1. Our Commitment to Customer Satisfaction

Firehouse Subs takes pride in providing freshly prepared food products made to order. Because our products are perishable food items prepared specifically for each customer, our refund policy is designed to address genuine quality concerns, order errors, and service failures while balancing the nature of food-based purchases. We comply with all applicable Canadian consumer protection laws, including the Consumer Protection Act and relevant provincial legislation, to ensure your rights are fully respected.

2. Eligibility Conditions for Refunds

You may be eligible for a refund or replacement in the following circumstances:

• ✅ You received an incorrect item that does not match what you ordered.
• ✅ Your order was missing one or more items that you were charged for.
• ✅ The food you received was of unsatisfactory quality, including issues such as spoilage, contamination, or a significant departure from our quality standards.
• ✅ You experienced an allergic reaction or adverse effect due to an ingredient error on our part (supported by documentation).
• ✅ Your online order was charged but was never prepared or delivered.
• ✅ A technical error on our website or app resulted in a duplicate charge or incorrect billing amount.
• ✅ Your delivery order arrived in a condition that made it unfit for consumption (e.g., severely damaged packaging, temperature abuse).

3. Non-Refundable Items and Situations

Due to the perishable nature of food products, certain situations do not qualify for a refund. Refunds will not be issued in the following cases:

4. Timeframes for Refund Requests

To be eligible for a refund, you must contact us within the timeframes specified below:

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

Follow these steps to submit a refund request with Firehouse Subs:

1. Step 1 — Gather Your Information: Have your order confirmation number, receipt, date and time of purchase, and a description of the issue ready. If applicable, take clear photographs of the food item or packaging.
2. Step 2 — Contact Us: Reach out to our customer support team via email at [email protected] or visit our website at fire-housesub.com. For in-store issues, speak directly to the store manager.
3. Step 3 — Submit Your Claim: Clearly describe the nature of your complaint, attach any supporting evidence (photos, receipts), and indicate your preferred resolution (refund, replacement, or store credit).
4. Step 4 — Review Process: Our customer service team will review your request and may contact you for additional information. We aim to respond to all refund inquiries within 2–3 business days.
5. Step 5 — Resolution: Once your claim is approved, you will be notified of the outcome and the method of refund or remedy provided. If your claim is denied, we will provide a written explanation.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to reach you will depend on your original payment method:

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 your order was affected by a quality or preparation issue.
• You consumed part of a meal before discovering the issue, and the remaining portion cannot be verified.
• An item was slightly incorrect but still reasonably acceptable (e.g., wrong sauce on a sandwich that was otherwise prepared correctly).
• A promotional discount was applied to the order at the time of purchase, and the refund reflects the amount actually paid.
• Delivery fees, service fees, or taxes associated with a correctly fulfilled portion of the order are non-refundable.

The amount of a partial refund will be determined at the discretion of our customer service team based on the specific circumstances of each case.

8. Exchange Policy

Firehouse Subs is happy to offer a replacement or exchange in lieu of a monetary refund in many situations. If your order was incorrect or did not meet our quality standards, we may offer:

• A freshly prepared replacement of the same item at no additional charge.
• An alternative menu item of equal or lesser value if the original item is unavailable.
• Store credit equivalent to the value of the affected item, redeemable on your next visit or online order.

Exchanges must be requested within the applicable timeframes outlined in Section 4. We cannot guarantee an exchange for items consumed in full. Our team will work with you to find the most suitable resolution.

9. Cancellation Policy

Because our food is freshly prepared to order, cancellations are subject to the following conditions:

9.1 Online and App Orders

If you need to cancel an online order, please contact us immediately via email at [email protected] or by calling our support line. Cancellations are only accepted before food preparation has begun. Once your order has entered the preparation stage, it cannot be cancelled and a refund will not be issued on the basis of cancellation alone.

9.2 Catering and Group Orders

For catering or large group orders, cancellations must be made at least 24 hours in advance of the scheduled pickup or delivery time to receive a full refund. Cancellations made within 24 hours of the order time may be subject to a cancellation fee of up to 50% of the total order value to cover food preparation costs already incurred.

9.3 In-Store Orders

In-store orders cannot be cancelled once the order has been submitted to our kitchen team. If there is an issue with your order, please speak to our on-site manager immediately.

10. Dispute Resolution Process

We are committed to resolving all refund-related concerns amicably and efficiently. If you are not satisfied with the outcome of your refund request, you may escalate the matter through the following process:

11. Chargeback Notice

We strongly encourage customers to contact us directly before initiating a chargeback with their financial institution. Fraudulent or unjustified chargebacks may result in the suspension of your account and the reporting of the activity to relevant financial authorities. We are always willing to work with you to find a fair resolution.

12. Canadian Consumer Rights

This Refund Policy is designed to complement, not replace, your statutory rights as a Canadian consumer. Under applicable provincial consumer protection legislation across Canada — including but not limited to Ontario's Consumer Protection Act, 2002, British Columbia's Business Practices and Consumer Protection Act, and Quebec's Consumer Protection Act — you may have additional rights that cannot be waived by contract. Nothing in this policy is intended to limit any rights to which you are entitled under applicable law.

13. Changes to This Policy

Firehouse Subs reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at fire-housesub.com with a revised effective date. We encourage you to review this policy periodically to stay informed about your rights and our current procedures. Continued use of our services following any changes constitutes your acceptance of the revised policy.

14. Contact Us for Refund Requests

If you have a refund request, question, or concern, please do not hesitate to reach out to us. Our customer service team is here to help.