Refund Policy

Effective Date: March 21, 2026 | Last Updated: March 21, 2026

1. Introduction

At Church's Chicken, we are committed to providing our customers with high-quality food and an exceptional dining experience. We understand that there may be occasions when an order does not meet your expectations, and we want to ensure that any concerns are addressed promptly and fairly.

This Refund Policy applies to all purchases made through our website chickschurchs.rest, including online orders for delivery, pickup, and catering services. Our policy is designed to comply with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive practices in commerce.

If you have any questions regarding this policy, please contact us at [email protected] before placing your order.

2. Eligibility Conditions for Refunds

We want every customer to be satisfied with their order. A refund may be issued under the following eligible circumstances:

• Incorrect Order: You received items that are different from what you ordered, as confirmed by your order receipt.
• Missing Items: One or more items from your confirmed order were not included in your delivery or pickup bag.
• Food Quality Issues: The food received was spoiled, improperly prepared, or otherwise unfit for consumption at the time of delivery or pickup.
• Significant Delivery Delay: Your delivery order was significantly delayed beyond the estimated delivery time due to circumstances within our control, resulting in a materially degraded product.
• Unauthorized Charges: A duplicate or unauthorized charge was applied to your payment method for the same order.
• Order Not Delivered: Your delivery order was confirmed but never arrived, with no evidence of attempted delivery.

To be eligible for a refund, customers must meet all of the following general conditions:

1. The refund request must be submitted within the applicable timeframe specified in Section 3 of this policy.
2. The request must be accompanied by proof of purchase, including the order confirmation number.
3. The customer must provide a clear and accurate description of the issue, along with photographic evidence where applicable (e.g., incorrect or damaged food items).
4. The order must have been placed directly through chickschurchs.rest. Orders placed through third-party delivery platforms are subject to those platforms' individual refund policies.

3. Timeframes for Refund Requests

Timely reporting of issues is essential to our ability to investigate and resolve your concern. The following timeframes apply to refund requests:

Refund requests submitted outside of these timeframes may not be eligible for review. We strongly encourage customers to inspect their orders immediately upon receipt and to contact us as soon as possible if any issue is identified.

4. Non-Refundable Items and Services

Certain items and services are not eligible for refunds under any circumstances. These include:

• Consumed Food Items: Food that has been substantially consumed will not be eligible for a refund. We may require photographic evidence of unconsumed or improperly prepared food.
• Delivery Fees: Delivery charges are generally non-refundable unless the order was never delivered due to circumstances within our control.
• Service Charges and Taxes: Applicable taxes and service fees collected on behalf of government authorities are non-refundable.
• Promotional or Discounted Items: Items purchased as part of a limited-time promotional offer may be subject to special refund restrictions, which will be disclosed at the time of the promotion.
• Digital Gift Cards: Once a digital gift card has been redeemed, it is non-refundable.
• Change of Mind: Refunds will not be issued simply because a customer changes their mind after an order has been prepared or dispatched.
• Third-Party Platform Orders: Orders placed through third-party apps or delivery services are not eligible for refunds through our website. Please contact the relevant third-party platform directly.

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

To request a refund, please follow these steps carefully to ensure your request is processed as quickly as possible:

1. Step 1 — Gather Your Information: Locate your order confirmation email, which contains your order number, itemized list of purchases, and payment details. Take clear photographs of any food quality issues or incorrect items if applicable.
2. Step 2 — Contact Our Customer Support Team: Reach out to us using one of the following methods:
   • Email: [email protected]
   • Website: chickschurchs.rest
3. Step 3 — Provide Required Details: In your refund request, include the following information:
   • Full name as used at the time of order
   • Order confirmation number
   • Date and time of the order
   • A detailed description of the issue
   • Photographic evidence (if applicable)
   • Your preferred refund method (original payment method or store credit)
4. Step 4 — Await Confirmation: Our customer support team will acknowledge receipt of your request within 1–2 business days and provide you with a reference number for tracking purposes.
5. Step 5 — Review and Decision: Our team will investigate your claim, which may include reviewing order records, delivery logs, and any evidence you have submitted. We will notify you of our decision within 5 business days of receiving your complete request.
6. Step 6 — Refund Issuance: If your request is approved, the refund will be processed according to the timeframes outlined in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds depends on your original payment method:

Please note that while we process refunds promptly on our end, the actual time for funds to appear in your account may vary depending on your bank or financial institution. We have no control over delays caused by third-party financial processors. If you have not received your refund within the stated timeframe, please contact your bank before reaching out to us.

7. Partial Refunds

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

• Only some items in the order were incorrect, missing, or unsatisfactory, while the remainder of the order was delivered correctly.
• A portion of the food was consumed before the quality issue was identified, and the remaining unconsumed portion is documented with photographic evidence.
• A catering order is partially canceled within the acceptable cancellation window, but preparation for some items had already begun.
• A discount, coupon, or promotional credit was applied to the original order, in which case the refund will reflect the actual amount paid for the affected items.

The amount of any partial refund will be calculated based on the individual item prices as listed on your order confirmation at the time of purchase.

8. Exchange Policy

Due to the perishable nature of food products, exchanges are handled on a case-by-case basis. Our exchange policy is as follows:

• In-Store Pickup Orders: If you discover an issue with your order before leaving the restaurant, please alert a team member immediately. We will remake the incorrect or unsatisfactory items at no additional charge while you wait.
• Delivery Orders: Due to food safety regulations and the nature of delivery services, physical exchanges for delivery orders are not available. Instead, a refund or store credit will be issued for the affected items.
• Catering Orders: Exchanges or substitutions for catering orders must be requested at least 24 hours before the scheduled service date, subject to availability.

We are unable to offer exchanges for food items that have been consumed, tampered with, or removed from their original packaging under circumstances not related to our error.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to be as flexible as possible while accounting for the preparation time involved in food service:

9.1 Standard Online Orders

• Cancellation Before Preparation Begins: You may cancel your order without charge if the cancellation is requested within 5 minutes of order placement and before the kitchen has begun preparing your order. Please call or email us immediately using the contact details in Section 11.
• Cancellation After Preparation Begins: Once your order has entered the preparation stage, cancellations are generally not accepted as the food is already being prepared. A store credit may be offered at our discretion.
• Scheduled Orders: Orders scheduled for a future date or time may be canceled up to 1 hour before the scheduled pickup or delivery time for a full refund.

9.2 Catering Orders

• Cancellation 48+ Hours in Advance: Full refund issued with no cancellation fee.
• Cancellation 24–48 Hours in Advance: A cancellation fee of up to 25% of the total order value may be applied to cover preparation costs already incurred.
• Cancellation Less Than 24 Hours in Advance: A cancellation fee of up to 50% of the total order value may be applied. This reflects the cost of ingredients and labor that cannot be recovered at short notice.
• No-Show or Same-Day Cancellation: No refund will be issued for catering orders canceled on the day of the scheduled service.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to follow our structured dispute resolution process before pursuing external remedies.

10.1 Internal Review

You may request an internal escalation of your case by contacting us at [email protected] and clearly stating that you wish to escalate your dispute. Please include your original reference number and a detailed explanation of why you believe the initial decision was incorrect. A senior member of our customer service team will review your case and respond within 5 business days.

10.2 Chargeback Rights

As a consumer in the United States, you retain the right to dispute a charge with your credit card issuer or bank if you believe you have been billed incorrectly or if a legitimate refund has not been honored. This right is protected under the Fair Credit Billing Act (FCBA) for credit card transactions and the Electronic Fund Transfer Act (EFTA) for debit card transactions. We strongly encourage customers to attempt to resolve disputes with us directly before initiating a chargeback, as this allows us to address your concern more efficiently.

10.3 Consumer Protection Agencies

If you feel that your consumer rights have been violated, you may contact the following agencies for guidance:

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-FTC-HELP (1-877-382-4357)
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General office for state-level consumer protection inquiries.

10.4 Informal Mediation

In the event that an internal resolution cannot be reached, both parties agree to attempt in good faith to resolve the dispute through informal mediation before pursuing any formal legal action. Mediation requests should be submitted in writing to our email address listed below.

11. Contact Information for Refund Requests

Our customer support team is available to assist you with any refund-related inquiries. Please use the following contact details to reach us:

When contacting us, please have your order confirmation number and payment details ready to help us process your request as efficiently as possible. We aim to respond to all refund inquiries within 1–2 business days.

12. Policy Updates

We reserve the right to update or modify this Refund Policy at any time to reflect changes in our business practices, applicable laws, or service offerings. Any material changes will be posted on our website at chickschurchs.rest with an updated effective date. We encourage customers to review this policy periodically. Continued use of our website and services following any update constitutes your acceptance of the revised policy.