our policies

1. Respond to complaints and concerns quickly, fairly, and with empathy, aiming to restore customer satisfaction and trust through responsible actions.​

2. Encourage all front-line staff to use MIXERS procedures and resources—including remaking menu items, offering replacements, and awarding appropriate discounts—before involving management.

3. Promote a proactive, friendly, and solution-focused mindset, viewing complaints as an opportunity to demonstrate our brand values and improve our service.

4. Uphold dignity and professionalism even in difficult circumstances, ensuring guests feel heard and valued as part of the MIXERS community.

Contact Us Right Away!

Customers are encouraged to report concerns immediately or at the time they receive their order. This allows us to:

• See the product/service issue as it exists

• Confirm what went wrong in real-time

• Replace items immediately or resolve the issue on the spot
  

Timely Documentation

If items have already been consumed or discarded, photos taken at the time of the issue are invaluable for understanding what happened. In these situations, we normally offer:

• Replacement or store credit (rather than full refund)

• Unless it is clear that specific products were missing from the order
  

Given the "consumption" nature of our products (food and drinks), we consider:

• The timing of the complaint

• The information and proof available

• The overall history and credibility of the situation

when deciding what we can offer.

How Refunds Are Handled

We handle refunds differently depending on how and when the original payment was made:

1. Same-Day Refunds Back to Your Card

We can cancel or refund a receipt in-house on the same day and before our payment batch is closed, money goes straight back to the original payment card you used—even if the card is not physically present.

• You'll see a matching refund for the same receipt on your card or online banking statement once your bank finishes posting it

• Timeframe: Immediate processing; bank posting typically within 24-48 hours

2. Refunds Processed After the Sale Day (Credit Cards)

Credit card refunds after the day of your visit, involve management manually sending that refund request through our payment processor back to the same credit card.

• This action can be done within 48 hours of the purchase date on our side

• Your bank typically takes around 5–8 business days to show the refund on your statement

• Refunds are returned to the same card or payment type originally used

• We do not process refunds to different cards or to debit cards

3. Next-Day refunds for Debit or Cash Payments

If you paid with debit or cash, and are seeking a refund after the initial sale day period, we can refund you either:

• In cash (picked up at MIXERS), OR

• By e-transfer to the email address you confirm with us

We'll let you know the approved refund amount and you can complete the refund as soon as you choose which option works best for you.

We Refund or Credit the Value of Missing Items Only

If items are confirmed missing from an order, MIXERS will:

• Refund or credit the value of the missing items only

• Issue store credit in extenuating circumstances (e.g., partial order issues, product unavailability)

Extenuating Circumstances

We can issue store credit in cases such as:

• Items unavailable mid-service that were on the original order

• Partial fulfillment due to kitchen/bar inventory issues

• Long delays resulting in customer choosing to cancel part of their order

Our goal is always to be fair and solution-focused, but not every complaint will automatically result in store credit or a refund.

When a customer contacts us about a refund or complaint, we need the following to ensure we locate the correct receipt and apply the right solution:

Minimum Required Information:

• Name and phone number used on the order (if any)

• Approximate date and time of visit or order

• Total amount charged (or approximate amount)

  • Please specify if tip is included or not

• Last 4 digits of the card used (if paid by card)

• Any documentation of order or receipt

Once we have this information, we can review the concern in full and decide on the most appropriate next step under our policies.

Acceptable Documentation

To verify refund requests when bank statements are required, we accept:

• Screenshots of online/mobile banking

• PDF bank statements

• Clear photos of printed statements

Privacy protection: Customers should cover or blur personal details and unrelated transactions, showing only:

• Account holder name

• Relevant date range

• MIXERS transaction line(s)

Unacceptable Documentation

For everyone's safety, we cannot accept images or documents that appear edited or altered (including attempts to change what is shown).

In rare cases where documents have been changed to misrepresent a transaction:

• We may decline the refund request

• We may restrict the customer profile from future returns

• Incidents will be documented per our Customer Incident Report procedures

Feedback from customers who share concerns is just as valuable to us as public praise because it helps us make MIXERS better for everyone.

We encourage customers to:

• Share honest feedback

• Allow us the opportunity to make things right

• Help us improve through constructive dialogue

If you do not see the refund on your statement by business day 9 (from the date of refund):

1. Please contact your bank first to confirm there are no holds, and then reply to our email so we can take the next steps together.

To expedite resolution, please include one of the following:

• A screenshot of your online or mobile banking statement

• A PDF statement

• A clear photo of a printed statement

Please cover or blur any other personal details or transactions so that only your name, the relevant date range, and the MIXERS transaction line(s) are visible.

For security reasons, we cannot accept images or documents that appear edited or altered. In cases where we reasonably believe documents have been modified to misrepresent a transaction, we may decline the refund request and restrict the profile from future returns.

Please inform your server immediately for all in-house concerns or inquiries.

If your concern is within the same day, please call 778.642.3888, and one of our staff will be happy to resolve your concern.

For all other next-day concerns and inquiries please contact management directly at info@mixersbarandlounge.com and we'll be happy to help.

Our commitment:

• Respond to all follow-up inquiries within 24 business hours

• Maintain professional, respectful communication throughout

• Escalate unresolved concerns within 48 hours

• Provide clear next steps at every stage of the process