FAQ

A credit request is submitted when a child is going to be absent and will miss a meal. Credits are held in parent accounts to be used at a later date. Credit requests are subject to cutoff times and may vary for each school (as outlined above under Question 4). Please keep in mind that all credits expire on the last day of cafeteria service for the school year. Credits do not carry over into the following school year, they are non-transferable or refundable, so be sure to use your credits before the final cafeteria service day. A refund request is a request to have all monies spent to be returned to a card/bank account. Refund requests can be made within 7 days of purchase for a $25.00 admin fee. To request a refund, please email [email protected] or click on Contact-Us at chartwellsk12.ca to select your province, city and school. In the comment area, state the child's name and amount and reason for the refund request.

If a school unexpectedly closes for any reason, we'll automatically add credits to your account within 24-48 hours, which you can easily apply toward your next online purchase.

Visit the Chartwells K-12 website at chartwellsk12.ca. You can Search for your school by typing its name in the search bar. Once your school is selected, click the “Order on Chartwells Eats” button to access your school’s Chartwells Eats menu.

Use the person/settings icon at the top-right corner of the screen to log in to your account.  

Click the person/settings icon at the top-right corner of the Chartwells Eats ordering platform and follow the prompts to create your account.

British Columbia: Orders must be placed by Wednesday at 3pm for the following week. Ontario & Atlantic Regions on the Subsidized Lunch Program: Orders must be placed by Thursday at noon (12:00pm) for the following week. Ontario, Alberta, & Quebec: Orders must be placed by 8:00am the morning of.

“This product includes ingredients not listed, as ingredients may vary depending on the brand or recipe used. Ingredient substitutions may occur without notice. Please be aware that products purchased under this online ordering platform are not allergen-free due to the risk of cross-contamination and possible substitutions. Products purchased may contain, or come into contact with peanuts, tree nuts, eggs, mustard, seafood, shellfish, milk, dairy, sulphites, or other allergens. Compass Group Canada Ltd. (“Compass”) does not provide, nor guarantee, nut or allergen-free meals or services.” British Columbia: Please communicate any allergies your child may have to the School Board. Simplified ingredient lists are available under each menu item within the online ordering application.

We understand unexpected situations happen! If your child needs to leave school before lunch is served, simply submit a credit request on the same day before lunch time, letting us know they left early. You may do this by emailing [email protected]. Also, let the school office know so they can inform the cafeteria not to prepare the meal. Once the cafeteria confirms, we’ll be happy to add a credit to your account for you to use toward your next online order.

To cancel a meal, go to your Past Receipts and press the Cancel button. If you cancel before the cutoff time, you will receive a credit for future use. Atlantic Regions, Ontario, and Alberta: You can cancel any meal for a full account credit anytime before the scheduled delivery date by visiting Past Receipts under your Account. On the scheduled date of the meal delivery, you can email [email protected] prior to 8am to receive a credit. British Columbia: Please cancel your order 48 hours in advance. Orders not cancelled on time will still be served. Quebec: Please cancel your order by midnight the night before your order will be fulfilled.

No, you can use a single Chartwells Eats (App8) account to place orders for multiple students across different schools. Each school has its own URL that can be found through chartwellsk12.ca.

We’re here to help make things right! If you experience any issues with your order, you can reach out to our Chartwells Eats support team in two easy ways: Option 1: Visit the Chartwells K-12 website - chartwellsk12.ca, click on Contact Us in the top-right corner, and complete the short form. Option 2: Use the Need Assistance? button at the bottom of the menu on the ordering platform to send an email to [email protected]. Help us help you—include the details below so we can get you the right answer without any delays. -School name and province -Student name -Order information (order number and date) -Account information (parent/guardian or school aide) -A clear description of the issue

Not currently, but you can easily select meals for one student up to a month in advance before moving on to order for another student!

If there is ever anything wrong or missing with your order please let your student know to tell the teacher or the cafeteria so we are able to rectify this immediately.  Issues and complaints are required to be submitted within 48 hours of the date the meal is scheduled to be prepared.

Please visit our contact us section. All comments are received by our Chartwells representatives. If it is an urgent matter, please feel free to contact the school and ask to speak to the cafeteria staff.

Every now and then there may be an error that Nutrislice Support needs to take a look at. Receiving a screenshot of your view when the error occurs, and knowing whether you are using a web browser or the Nutrislice app helps expedite our troubleshooting process. We appreciate screenshots that include the full view of the checkout page or the following information:

1. 1. The location and meal connected to the order
   2. The date(s) you attempting to place the order for
   3. The item(s) included in the order
   4. Responses selected for all required fields
   5. The error message you are receiving, and where it is appearing on the page

Nutrislice Support strives to assist all inquiries in a timely manner so you can get your orders placed before the cutoff time. Depending on the circumstance, we may request more details during our troubleshooting process. Please note that Nutrislice is only able to answer questions about our software platform. We recommend reaching out to your organization if you have any questions regarding the menu, food preparation, or order fulfillment.

All orders in your cart at the time of checkout will be connected to one person’s information. If you are trying to place orders for multiple people, we recommend submitting your orders for one person at a time. Once you have successfully submitted the orders for the first person and your cart is clear, you can add and submit orders for the next person.

If a user account is already set up to place orders for a different school, you can use the same account to log in and place orders with any organization that offers ordering options through Nutrislice. If your school has the Parent Account type available, you can add additional students under Your Account > Your Information. If the Parent Account type is available but you are currently using a different account type, you can change your account type on this page as well. Please note that all students listed on the account will appear as an option at checkout when using a Parent Account, regardless of which organization’s Nutrislice website you are visiting.

If your organization has the Parent Account type available, you can add additional people under Your Account > Your Information. If the Parent Account type is available but you are currently using a different account type, you can change your account type on this page as well.

Depending on your bandwidth, the Reset button may not appear in the email. However, this link is still active, and you can still reset your password by clicking the blank space in the email.

All required fields on the Checkout page must be filled before an order can be submitted. Required fields will display an asterisk (*). If you are filling out all of the required fields but are still unable to place an order via a web browser, this may be a data caching discrepancy within your browser. We recommend trying to place your order using a different browser or incognito window. If you are able to place the order successfully using a different browser, clearing the cache and cookies on your original browser will resolve the issue. (You can do an internet search for your web browser’s name plus “clear cache and cookies” for detailed instructions.) If you are using the Nutrislice app, or are still not able to place an order when using a different browser or incognito window, we recommend taking a screenshot of your checkout view and reaching out to us at [email protected]

You may be trying to select foods that are not available to order. Foods that are available to order will have a plus mark (+) in the lower right corner. Clicking on the plus mark will add the food to your cart. If there are options available for the food, you will be able to select your options before adding the food item to your cart. If there are no food items available to order on a specific date, the cutoff time for placing an order may have already passed. We recommend reaching out to your organization for further insight on what options are available for placing an order after the cutoff date.

If you are trying to visit your site using a web browser, you may be trying to log in via admin.nutrislice.com. Please go to lookup.nutrislice.com or search for your organization using the Nutrislice app to successfully reset your password.

You are able to cancel any order for a full refund from your order history any time before the 8am cut off time. (*Exceptions may apply for Quebec)

Allergy Information We care about your welfare! Please be aware that food products may contain or come into contact with peanuts, tree nuts or other possible allergens. Please call 1.800.465.2203 ext 7495 for more information on ingredients and allergies In Québec call: 1.800.524.5803 ext 4282

You are able to cancel any order for a full refund from your order history any time before the 8am cut off deadline (*Exceptions may apply in Quebec)

Each school may have a different cutoff date and or time for ordering. Please refer to your specific school's FAQ page for ordering cutoff times. Atlantic Canada, Ontario and Alberta day of orders can be submitted or canceled any time before 8am each morning.

Once you are on your school’s menus website (either via a web browser or using the app), click the three lines in the upper right corner of the screen and choose the “Log In” option. You can create an account using the “Create an Account” option on this page.

If you are using a computer or web browser, you can go to your organization’s direct menu URL or to lookup.nutrislice.com. Once you are on your organization’s website (either using a web browser or the Nutrislice app), click the three lines in the upper right corner of the screen and choose the “Log In” option.

You can access your Nutrislice menus two ways. You can use a web browser (such as Chrome, Firefox, Microsoft Edge, Safari, etc.) and go to lookup.nutrislice.com or your organization’s menu web address. Alternatively, you can also access your menus by downloading the Nutrislice app on your mobile device. (Please note the Nutrislice app is not available for use on desktop or laptop computers.)

Balances from previous card programs cannot be transferred to Zipthru cards. You will need to use up the balance on your previous card before registering a Zipthru card online.

You cannot buy meal plans on the Zipthru website, please contact your cafeteria to purchase a meal plan.

Please enter the name of the school you will be using the card at.

All transactions you make online begin with an pre-authorization hold of the purchase amount on your credit card. If a transaction fails, the pre-authorization reverses automatically. This can take up to 3-5 business days depending on your bank. Please note some banks include pre-authorizations with real transactions on their app, which can be confusing.

Only locations with a barcode reader can accept mobile wallet transaction. At this time, the majority of locations can not yet accept mobile transactions. Please ask your cafeteria if they can.

Option 1. Buy a gift certificate online, print it and ask your child to give it to the cashier. This will transfer the money from the certificate to the card that will be given to them. Option 2. Give an amount of money of your choice to your child (minimum $ 20), and ask your child to give it to the cashier. The cashier will apply the money to the card that will be given to them.

Print off your eCertificate and send it to the cafeteria with your student, it will be exchanged for a card.