Order

Policy · Updated January 1, 2026

Refund Policy.

What happens if something goes wrong with your takeout order — and what doesn't. We're a small shop and we try to be fair to everyone.

The short version

If we made a mistake, we'll fix it — remake the item, refund it, or issue a credit, whichever you prefer. If you didn't like the food, we can't refund it, because we made exactly what you ordered and you ate it. That's the whole policy. The rest of this page is the detail.

How payment works

Before we talk about refunds, it helps to be clear about how payment works. The Malt Shop does not take payment online. When you place a takeout order through this website, you are reserving food — you haven't been charged yet. You pay at the counter at the time of pickup, by cash or card.

This has an important consequence for refunds: there is nothing to refund until you've paid. If you cancel your order before pickup, you simply don't pay, and that's the end of it. If you've already paid at the counter and something is wrong, we'll work it out on the spot (if you're still at the shop) or when you call us (if you've already left).

If we made a mistake

We're human, and mistakes happen. If we:

  • Gave you the wrong item,
  • Forgot part of your order,
  • Under- or over-cooked something to the point that it isn't what you ordered,
  • Had a menu item come out clearly wrong (for example, a burger missing the cheese you asked for),

...then we will make it right. Your options are:

  1. Remake the item. We'll prepare it again as quickly as we can. This is usually the best option if you're still nearby and the order isn't huge.
  2. Refund the item. We'll return the amount you paid for the item, in cash or to your card, at the shop. This applies only to the item that was wrong, not to the whole order, unless the whole order was affected.
  3. Credit toward a future order. If you'd rather have a credit than a refund, we'll write your name down with the amount and honor it next time you come in.

To report a mistake, tell us at the counter before you leave if you can — that's the fastest way. If you discover the mistake after you've gotten home, call us at (435) 283-4101 within 24 hours. Please have your order number (from the confirmation page) and a description of what went wrong. For missing items, we may ask you to bring the receipt or bag back; for wrong items, we may ask for a photo, especially if the issue isn't obvious from the description.

If you didn't like the food

We can't refund an item just because you didn't enjoy it. We made the food exactly as it appears on our menu, and once you've eaten it, we can't sell it to anyone else. This is standard practice for restaurants and we hope it's understandable.

That said: if you tried something and didn't like it, tell us anyway. Not for a refund, but because we want to know. If a recipe is off, if an ingredient is past its best, if something isn't what it should be, we want to hear it. Small restaurants survive on this kind of feedback, and we take it seriously. The information might not get you your money back, but it might make the next customer's meal better — and we'll remember that you told us.

Cancellations

Before we start cooking

If you cancel your order before the kitchen has started preparing it, there's nothing to refund — you haven't paid. Just call us at (435) 283-4101 and let us know you're not coming.

After we've started cooking

If you cancel after we've begun preparing your order, we may ask you to pay for what we've already made, because we can't sell it to someone else. The amount will depend on how far along the order was. In practice, we rarely enforce this — we'd rather have a happy customer who cancels late than an unhappy customer who feels cheated — but we reserve the right to charge for the food we've made.

No-shows

If you don't pick up your order and don't call us, we'll hold it for up to 30 minutes past the scheduled pickup time. After that, we consider the order a no-show and may dispose of the food. We don't charge for no-shows (because there's nothing to charge — you haven't paid), but repeated no-shows may result in us declining future online orders from the same phone number.

What we don't refund

To be clear about the boundaries of this policy, we do not issue refunds for:

  • Food you ordered and ate that was prepared correctly;
  • Food that was correct but you personally didn't enjoy;
  • Orders you placed incorrectly (for example, if you ordered a hamburger but meant to order a cheeseburger);
  • Orders you didn't pick up and didn't call to cancel;
  • Food that was correct when it left the counter but didn't hold up during transport (fries softening, malts melting, burgers steaming in the bag);
  • Food that was correct but you feel was "too expensive" — prices are on the menu and on the website before you order;
  • Allergen reactions that occurred because you didn't inform us of an allergy (see below).

Allergen and dietary concerns

Our kitchen is not allergen-free. Cross-contact is possible. We make every effort to accommodate dietary needs when we're informed, but you are responsible for telling us about any allergy or dietary restriction when you place your order — whether online (in the notes field) or in person. If you have a severe allergy, please read our gluten-free guide and call us directly.

If you have an allergic reaction to a correctly prepared item after not informing us of your allergy, we cannot issue a refund. If we failed to follow your stated restriction (for example, you told us no gluten and got a regular bun anyway), we will refund the item and take the incident seriously.

How to request a refund

To request a refund for a takeout order, please:

  1. Call us at (435) 283-4101 during service hours, ideally within 24 hours of pickup. Please don't rely on the contact form for a refund request — call us.
  2. Have your order number ready. It's on the confirmation page you saw when you placed the order.
  3. Describe what went wrong. Be as specific as you can. What was the item? What was wrong with it? If you have a photo, we may ask you to send it.
  4. Choose your resolution. Remake, refund, or credit — let us know which you'd prefer. We'll honor whichever makes sense given the situation.

Refunds are issued at the shop, in cash or to the card you used (if card). We do not issue refunds by mail, by bank transfer, or by any online payment service. If you're not local, we'll issue a credit that you can use on a future visit or gift to someone else.

Processing times

Cash refunds are immediate. Card refunds are issued on the same card you paid with and typically appear within 3–5 business days, depending on your bank. We'll give you a receipt for the refund at the time it's issued. If the refund doesn't appear after 10 business days, call us and we'll investigate.

Disagreements

We're not perfect, but we try to be fair. If you disagree with a decision we've made about your order, please tell us — call us, come in, or send us a message. We'll listen. If we were wrong, we'll fix it. If we weren't wrong, we'll explain why, and we hope you'll understand. What we won't do is argue with you at the counter or refuse to talk to you. That's not how a family business survives for seventy-five years.

Contact

For any refund-related question, please contact us:

The Malt Shop
150 N Main St, Ephraim, UT 84627
(435) 283-4101
[email protected]