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Iron Charlottesville

Iron Charlottesville

REFUND & RETURN POLICY

(Walk-in, dine-in, call-in, online (web and third party), QR code & kiosk customers)

To provide the best customer satisfaction, we provide the following solutions. Feel free to contact us if you have any questions regarding the Return & Refund Policy by email (info@iron-made.com). For an immediate response, please call the restaurant or your third-party delivery company. The preparation of your order will begin immediately after your order has been confirmed. We cannot accept cancellations once your order has been confirmed with the restaurant. All refunds and returns must take place the same day of the order, no refunds and or returns will be processed otherwise. Please make sure to have the order number, receipt, phone number and or web confirmation number, we cannot look up orders via credit card number. If an issue occurs outside the restaurant operating hours, please contact us via email immediately with all the afore mentioned information and somebody will respond to you as soon as possible. 

FOOD CHANGES

Once an order has been confirmed and sent to the kitchen, no changes can be made to an order. If a change is required, additional charges may apply. 

Any third-party order changes must be submitted directly to the third-party delivery company. The restaurant cannot make any changes to any confirmed third-party orders. All order changes must be resubmitted and can only be authorized by the third-party delivery company.

FOOD ERRORS

If you receive food that is different from your receipt of purchase, we sincerely apologize. Please call the restaurant or your third-party delivery company immediately once you notice that there was an error with your order. You may come to pick-up the correct food items. If item(s) are to be prepared as a replacement, you will be required to return the incorrect item(s) in the original packaging in order to complete the exchange. If you order dietary sandwiches and it is not the selection you made, we will refund and remake your order. 

If a customer made an error while placing an order, a replacement can be made, but there will be an additional charge. The restaurant will not be liable for any mistakes made during the ordering process (unless an employee caused this error). The following are possible customer errors (these are just examples) incorrect customer selection, forgetting to select gluten-free/vegan, lack of menu understanding, incorrect selection during ordering, missed items during ordering, etc. 

Credit card payments can either be refunded or remade. If a refund is requested, the item(s) will be removed from the existing order and the corresponding amount will be returned via credit card refund processing. Please allow 3-5 business days for the refund and deposit to hit the customer's account.

Cash payments can either be refunded or remade. If a refund is requested, the item(s) will be removed from the existing order and the corresponding amount will be returned to the customer in cash.

 
FOOD ORDER INCOMPLETE

In the rare occasion that you do not receive food that is on your receipt, we will make it up to you. Please call us or your third- party delivery service immediately if you notice food items are not received in your order. You may cancel the missed food before we prepare it without any question, and we will refund the amount to a credit card, via third-party credit, cash or via restaurant gift card.

FOOD DISSATISFACTION

We cook our food fresh to order with only the finest and freshest ingredients. We take great care and pride in all our dishes we make. Refunds and/or replacement food are available upon request for orders in which the food is wrong, omitted and other similar circumstances.  Refunds are not provided for food that a guest simply does not like. 

 

PICKUP ORDERS

We strive to prepare and package our pickup item(s) to preserve the high quality of the food. Keep in mind all item(s) are prepared as soon as the order is confirmed (approximately within 12 minutes) therefore the temperature and consistency of some item(s) may vary slightly after being packaged. Time is of the essence so please do not take a long time to pick up your order. We will not be held responsible to replace or refund your order if the temperature of your food is not to your liking. 

 
CANCELED ORDER

Sorry, we cannot cancel, refund or give credit if you change your mind or mistakenly order an item after the order is prepared. 

Advanced orders can be cancelled prior to the existing scheduled date and time at our discretion and only if ample time is provided. Please call the store or email us immediately if you are considering cancelling your order. 

THIRD-PARTY PARTNERS

All customers placing an order through third-party partner companies must contact the third-party partner directly for any issues. All the third-party partners deliver, place and correct all their orders. If a delivery is late or too slow it is the third-party delivery companies' fault, all orders are made within 12-18 minutes. We are not responsible for lost or stolen item(s). All the item(s) that leave our restaurant are securely packaged as to prevent theft and loss. Please make sure to examine your item(s) to ensure that they are all their and contact the third-party partner if otherwise.

It is the right of the restaurant to deny or refuse service to any customer for any reason. If a customer abuses any of the Return & Refund Policy, we will not be able to conduct future business with the customer.

PLEASE NOTE THE FOLLOWING AS IT APPLIES TO ALL ORDER TYPES

If 25% or more of the food has been consumed or removed, we cannot issue any discount, refund or credit even if it is our mistake. If the food has been discarded, repackaged or tampered with and we cannot verify its origin or issue, we cannot provide any discount, refund or credit. A discount, refund, credit or remake of the item(s) will only occur if both of the above statements are found to be untrue. All item(s) must be returned immediately, have more than 75% of the item(s) present, are in the original packaging and do not show signs of tampering. We will not prepare a third-party order replacement(s) unless a new order has been placed by the third-party partner and our restaurant has confirmed the order.

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