Refund & Return Policy | Cleavers Philly

(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 (customerservice@cleaversphilly.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 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, lack of menu understanding, incorrect selection during ordering, missed items during ordering, etc. As a courtesy, the acting restaurant manager can provide (but is not required) to offer the customer up to a 25% discount for newly prepared menu item(s).

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 typically provided for food that a guest simply does not like. All food dissatisfaction issues are circumstantial, and the action taken is based on the acting managers discretion.

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.

DINE-IN ORDERS

All full service bar dine-in customer issues will be handled by the acting manager in accordance with ownership guidelines.

CANCEL ORDER

Sorry, we cannot cancel, refund or give credit if you change your mind or mistakenly order an item after the order is prepared. The only items that we can refund or cancel are any non-food or beverage related items.

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.

ORDER CANCELLED BY THIRD-PARTY PARTNER

It's possible your delivery partner might cancel the delivery if they're unable to find or reach you. When they arrive at your delivery address, they're prompted to contact you so it's a good idea to keep your phone nearby when you are expecting the food to arrive. If a delivery partner made a reasonable effort to contact you after arriving at your requested location, you may not be eligible for a refund.

RESTAURANT DELIVERY

Its possible that your delivery is returned to the store because the driver was unable to find or reach you. When they arrive at your delivery address, they're prompted to contact you so it's a good idea to keep your phone nearby when you are expecting the food to arrive. If a delivery partner made a reasonable effort to contact you after arriving at your requested location, you may not be eligible for a refund. If you call the store to get your food redelivered, the same food will be brought back to you. If you want new food to be made the acting manager may or may not agree to this request based on the delivery circumstance (additional charges may apply). If an item(s) is missing or an error exists please contact the store immediately.

COMPLIMENTARY FOOD

We do provide courtesy items such as disposable silverware. As per request, all other condiments will be provided. If we mistakenly omit a free courtesy item(s) you are welcome to let us know so we may address the issue to our staff. We cannot provide discounts, refunds or store credit for missing courtesy items.

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. 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.