Refund Policy

Last Updated: June 28, 2026

1. Introduction

At Firehouse Subs, we are committed to delivering fresh, high-quality food and an exceptional customer experience. We understand that situations may arise where a refund or exchange is necessary, and we strive to handle all such requests fairly, promptly, and in accordance with applicable Canadian consumer protection laws, including the Consumer Protection Act and relevant provincial legislation.

This policy outlines your rights and our obligations regarding refunds, exchanges, cancellations, and dispute resolution. If you have any questions about this policy, please do not hesitate to contact us at [email protected].

2. Eligibility Conditions for Refunds

We want every customer to be fully satisfied with their Firehouse Subs experience. A refund may be issued under the following circumstances:

• Incorrect Order: You received an item that does not match what you ordered (wrong sandwich, wrong size, wrong customization).
• Food Quality Issue: The food you received was spoiled, undercooked, or otherwise not fit for consumption at the time of delivery or pick-up.
• Missing Items: One or more items from your order were not included in your delivery or pick-up bag.
• Allergen Concerns: An item was prepared with an ingredient you specifically requested to be excluded due to a food allergy or dietary restriction, and you reported this immediately upon discovery.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Cancelled Order by Firehouse Subs: Your order was cancelled by us due to unavailability of items, operational issues, or any reason on our end.

Refund eligibility is assessed on a case-by-case basis. We reserve the right to request supporting evidence, such as photographs of the item in question, before approving a refund.

3. Timeframes for Refund Requests

To be eligible for a refund, you must submit your request within the following timeframes:

Requests submitted outside these timeframes may not be eligible for a refund. We encourage customers to review their orders upon receipt and contact us as soon as possible if any issues are identified.

4. Non-Refundable Items and Situations

The following circumstances are generally not eligible for a refund:

• Change of Mind: Refunds will not be issued simply because you changed your mind after the order was prepared or delivered.
• Consumed Food: Items that have been substantially consumed cannot be refunded unless a quality or safety concern is reported promptly.
• Incorrect Information Provided: Orders that were prepared correctly based on the information you provided at the time of ordering (e.g., you submitted the wrong customization).
• Promotional or Discounted Items: Items purchased using special promotions, coupons, or limited-time discount codes may be subject to additional restrictions.
• Delivery Delays Beyond Our Control: Delays caused by third-party delivery services, weather conditions, traffic, or other circumstances beyond our reasonable control.
• Gift Cards: Gift cards and prepaid digital vouchers are non-refundable once purchased and activated.
• Catering Deposits: Non-refundable deposits paid for catering bookings as outlined at the time of booking.

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

Requesting a refund is straightforward. Please follow these steps to ensure your request is handled efficiently:

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to reflect in your account depends on your original payment method:

Please note that while we process refunds promptly on our end, your financial institution or payment provider may take additional time to post the credit to your account. Firehouse Subs is not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

In some situations, a partial refund may be offered rather than a full refund. Partial refunds may apply in the following circumstances:

• Only a portion of your order was incorrect or missing, while the remainder was satisfactory.
• An item was prepared with minor deviations from your request that did not substantially affect the overall quality or safety of the food.
• A promotional discount was applied to part of your order, and only the non-discounted portion qualifies for a refund.
• You consumed a significant portion of the food before identifying the issue, but a valid concern was still raised within the eligible timeframe.

The amount of a partial refund will be determined at our discretion based on the nature and extent of the issue reported. We are committed to ensuring fairness in all partial refund decisions.

8. Exchange Policy

In many cases, particularly for in-store and pick-up orders, we are happy to offer an exchange as an alternative to a refund. An exchange involves replacing the incorrect or unsatisfactory item with the correct item as originally ordered.

Exchanges are available under the following conditions:

• The issue is reported in-store or within 1 hour of pick-up.
• The item has not been fully consumed.
• The exchange is for an item of equal or lesser value (if a lesser value, store credit may be issued for the difference).
• The request is supported by the original receipt or order confirmation.

For delivery orders, exchanges may not always be logistically possible. In such cases, a refund or store credit will be offered as appropriate.

9. Cancellation Policy

We understand that plans change. Below is our cancellation policy for different types of orders:

9.1 Standard Online Orders

Once an order is placed through our website or app, it is immediately sent to our kitchen for preparation. Cancellations may be accepted if the request is made within 5 minutes of placing the order, before preparation has begun. To request a cancellation, contact us immediately at [email protected] or call your nearest location directly.

If the order has already entered preparation, cancellation may not be possible, and you may not be eligible for a refund.

9.2 Catering and Group Orders

For catering orders and large group orders, the following cancellation terms apply:

• More than 48 hours before the scheduled delivery/pick-up: Full refund of all amounts paid, including any deposits.
• Between 24 and 48 hours before the scheduled time: Refund of the total amount paid, minus the non-refundable deposit (if applicable).
• Less than 24 hours before the scheduled time: No refund will be issued, as ingredients and preparation will have already commenced.

9.3 Orders Cancelled by Firehouse Subs

In the rare event that we must cancel your order due to operational issues, ingredient unavailability, or other circumstances on our end, you will receive a full refund of all amounts paid. We will notify you as soon as possible via email or phone and process your refund automatically within 2–3 business days.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to use the following dispute resolution process:

10.1 Internal Review

In the first instance, please respond to our initial decision email and request an escalation review. Your case will be referred to a senior member of our customer experience team, who will conduct an independent review of your request and respond within 3–5 business days.

10.2 External Channels

If our internal review does not resolve your concern to your satisfaction, you have the right to seek further assistance through the following channels:

• Provincial Consumer Protection Offices: Each province in Canada has a consumer protection authority. You may contact the relevant office for your province. For example:
  • Ontario: Consumer Protection Ontario
  • British Columbia: Consumer Protection BC
  • Quebec: Office de la protection du consommateur (OPC)
  • Alberta: Service Alberta — Consumer Investigations Unit
• Competition Bureau Canada: For concerns related to misleading advertising or deceptive business practices under the Competition Act.
• Your Credit Card Provider or Bank: If you believe a charge was unauthorized or incorrect, you may initiate a chargeback through your financial institution. Please note that initiating a chargeback while a refund request is already under review may affect our ability to assist you directly.
• Alternative Dispute Resolution (ADR): We are open to resolving disputes through mediation or other ADR mechanisms where appropriate.

10.3 Legal Recourse

Nothing in this Refund Policy limits or waives any rights you may have under applicable Canadian federal or provincial consumer protection legislation, including but not limited to the Consumer Protection Act, 2002 (Ontario) and equivalent provincial statutes. All disputes that proceed to legal action shall be governed by the laws of Canada and the relevant provincial jurisdiction.

11. Food Safety and Health Concerns

If you believe that consuming our food has caused a health or food safety issue, please contact us immediately and also consider reaching out to your local public health authority. Food safety is our highest priority, and we take all such reports extremely seriously. In such cases, we ask that you retain any remaining food if possible, as it may be required for inspection.

12. Changes to This Policy

Firehouse Subs reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with an updated "Last Updated" date. We encourage customers to review this policy periodically. Continued use of our services following any changes constitutes your acceptance of the revised policy.

13. Contact Information

For all refund inquiries, cancellation requests, or questions related to this policy, please contact us using the details below. We are committed to responding to all inquiries in a timely and professional manner.

Our customer support team is available to assist you Monday through Friday during regular business hours. For urgent food safety concerns, please flag your message as urgent in the subject line of your email.

This Refund Policy was last reviewed and updated on June 28, 2026, and is effective immediately. All prior refund policies are superseded by this document.