Refund Policy

At Firehouse Subs, we are committed to delivering high-quality food and an exceptional customer experience. We understand that issues can occasionally arise with orders, and we want to ensure that every customer feels heard and fairly treated. This Refund Policy outlines your rights and our obligations in the event that you are not fully satisfied with your purchase.

This policy applies to all orders placed through our website at flrehousesups.com, by phone, or in person at our location in Canada. By placing an order with us, you agree to the terms described in this policy. We encourage you to read this document carefully before making a purchase.

1. Our Commitment to Customer Satisfaction

Firehouse Subs takes great pride in the quality of our food and the service we provide. If for any reason your order does not meet your expectations — whether due to an incorrect item, a quality concern, or a fulfilment error — we will work with you promptly and fairly to resolve the situation. Our goal is to ensure that every customer leaves satisfied, and we stand behind every order we serve.

As a food service business operating in Canada, we adhere to all applicable consumer protection legislation, including the Consumer Protection Act applicable in your province, as well as federal food safety standards under the Safe Food for Canadians Act. Where applicable, we also follow the guidelines set out by provincial consumer affairs authorities.

2. Eligibility for Refunds

Refund requests will be considered under the following circumstances:

• You received an incorrect item that does not match your order.
• Your order was missing one or more items that you paid for.
• The food received was of unsatisfactory quality, such as being undercooked, spoiled, or otherwise unfit for consumption.
• Your order was significantly delayed and was no longer acceptable upon arrival (for delivery orders).
• You were charged an incorrect amount due to a billing or technical error.
• Your order was confirmed but never fulfilled or delivered.

To be eligible for a refund, the issue must be reported within the applicable timeframe outlined in Section 3 of this policy. We reserve the right to request evidence of the issue, such as a photograph of the incorrect or unsatisfactory item, to process your refund claim.

3. Timeframes for Refund Requests

Timely reporting is essential in the food service industry. We ask that all refund or complaint requests be submitted within the following timeframes:

Requests submitted outside these timeframes may not be eligible for a refund. We encourage customers to inspect their order immediately upon receipt and contact us right away if any discrepancy is identified.

4. Non-Refundable Items and Situations

While we strive to accommodate all reasonable refund requests, there are certain situations and items that are not eligible for refunds:

• Orders that were prepared correctly and in accordance with your specifications but which you simply changed your mind about.
• Food items that have been fully consumed without any quality complaint made at or near the time of consumption.
• Customizations or special requests that were clearly communicated and correctly fulfilled by our team.
• Promotional items, complimentary items, or items provided as part of a free offer.
• Catering deposits once food preparation has commenced (see Section 8 for cancellation terms).
• Delivery fees charged by third-party platforms (these are subject to the refund policies of the respective platform).
• Gift cards and reward credits once redeemed.

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

We have made our refund request process as simple and straightforward as possible. Please follow these steps to submit a refund request:

1. Gather your information: Have your order confirmation number, the date and time of your order, and a description of the issue ready before you contact us.
2. Document the issue: If possible, take a clear photograph of the incorrect, missing, or unsatisfactory item. This will help us review your request quickly and accurately.
3. Contact us: Reach out to our customer support team using one of the methods listed below in Section 10. You may email us at [email protected] or visit our website at flrehousesups.com.
4. Provide details: In your message, include your full name, contact information, order number, a description of the problem, and any supporting photos or documentation.
5. Await confirmation: Our team will acknowledge your request within 1–2 business days and provide an estimated resolution timeline.
6. Refund or resolution: Once your request is reviewed and approved, your refund or alternative resolution will be processed according to the timelines outlined in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved by our team, the time required to receive your funds will vary depending on your original method of payment. The following estimated timelines apply:

Please note that while we process refunds promptly on our end, your financial institution or payment provider may require additional time to reflect the credit in your account. If you have not received your refund after the estimated timeframe, we recommend first checking with your bank before contacting us.

7. Partial Refunds

In some situations, a partial refund may be more appropriate than a full refund. Partial refunds may be issued under the following conditions:

• Only one or a few items in a larger order were incorrect or unsatisfactory, and the remainder of the order was delivered correctly.
• A portion of an order was missing but the majority of the order was received and satisfactory.
• A quality issue affected only part of the order, and the customer confirms that the rest of the order was acceptable.
• A catering order was partially completed or partially cancelled prior to preparation commencing.

The amount of any partial refund will be calculated based on the price of the specific item(s) affected, including applicable taxes. Delivery fees will generally not be refunded unless the entire order was undelivered or substantially incorrect.

8. Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to be fair to both our customers and our kitchen operations team.

8.1 Standard Orders

For standard in-store or online orders, cancellations are accepted if made before food preparation has begun. Once your order has entered the preparation queue, we are unable to cancel it, as ingredients will already have been allocated and preparation started. If you need to cancel an order, please contact us immediately by phone or email.

8.2 Catering and Large Group Orders

Catering and group orders require advance notice for cancellation. The following cancellation terms apply:

In the event of an emergency or extraordinary circumstances, we will consider exceptions to this policy on a case-by-case basis. Please contact us directly to discuss your situation.

9. Exchange Policy

Where a full refund may not be the preferred resolution, we are happy to offer an exchange or replacement. If your order contained an incorrect item, we will arrange to have the correct item prepared and delivered or made available for pickup as soon as reasonably possible, subject to availability.

Exchanges are offered in the following situations:

• An incorrect menu item was received in place of what was ordered.
• A customisation (such as a topping or ingredient modification) was not applied correctly.
• A quality issue makes the original item unacceptable and the customer prefers a replacement over a refund.

Exchanges will be fulfilled at no additional cost to the customer, provided that the original concern is reported within the applicable timeframe and supported by reasonable evidence if requested. We reserve the right to offer either an exchange or a refund at our discretion, taking the customer's preference into account wherever possible.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to escalate the matter through the following process:

Step 1 – Internal Review

Contact our customer support team and request that your case be escalated to a senior member of our management team. Please reference your original complaint reference number and provide any additional information that you believe is relevant to the review.

Step 2 – Written Complaint

If the internal review does not result in a satisfactory resolution, you may submit a formal written complaint to us via email at [email protected]. We will provide a written response within 10 business days of receiving your formal complaint.

Step 3 – External Dispute Resolution

If the matter remains unresolved after completing Steps 1 and 2, you may seek assistance from relevant consumer protection authorities. In Canada, you may contact your provincial consumer protection office or the Competition Bureau of Canada. Customers in Ontario, for example, may contact the Ministry of Public and Business Service Delivery. Customers in other provinces should refer to the appropriate provincial body.

Nothing in this policy limits your rights under applicable Canadian consumer protection legislation. You retain all statutory rights afforded to you by law, regardless of the outcome of our internal dispute resolution process.

11. Orders Placed Through Third-Party Platforms

If your order was placed through a third-party delivery platform (such as Uber Eats, DoorDash, or Skip the Dishes), please be aware that your refund request may need to be handled by that platform directly. Each third-party platform has its own refund and dispute resolution policies, which may differ from ours. We recommend contacting the platform first for orders placed through their service. However, if the issue relates directly to the food quality or preparation, please do not hesitate to contact us as well so that we can address any food safety or quality concerns on our end.

12. Food Safety and Health Concerns

If you experience any adverse health effects that you believe may be connected to food purchased from Firehouse Subs, please contact us immediately at [email protected]. We take all food safety concerns extremely seriously and will investigate the matter promptly in accordance with our internal food safety protocols and any obligations under the Safe Food for Canadians Act and provincial food premises legislation. You may also report food safety concerns to your local public health unit.

13. Amendments to This Policy

Firehouse Subs reserves the right to update or amend this Refund Policy at any time. Any changes will be posted on our website at flrehousesups.com and will take effect immediately upon publication. We encourage customers to review this policy periodically. Continued use of our services following any update constitutes acceptance of the revised policy.

14. Contact Information

If you have any questions about this Refund Policy, wish to submit a refund request, or need assistance with your order, please contact our customer support team using the details below:

Our customer support team is available during regular business hours. We strive to respond to all enquiries within 1–2 business days. For urgent matters related to food safety or health, please indicate this clearly in your communication so that we can prioritise your request.