Refund Policy

At Church's Chicken, we are committed to delivering high-quality food and exceptional customer service. We understand that sometimes an order may not meet your expectations, and we want to make sure every experience is satisfactory. This Refund Policy outlines the conditions, procedures, and timeframes associated with refund requests for orders placed through our website at chickschurchs.click or through any of our affiliated ordering channels.

Please read this policy carefully before placing an order. By completing a purchase with us, you acknowledge and agree to the terms set forth in this Refund Policy. If you have any questions, our team is available to assist you.

1. Our Commitment to Customer Satisfaction

We take pride in the quality and freshness of every item we serve. If your order arrives incorrect, incomplete, or fails to meet our quality standards, we encourage you to contact us promptly. Our goal is to resolve every concern in a fair, efficient, and transparent manner consistent with applicable United States consumer protection laws, including those enforced by the Federal Trade Commission (FTC).

Refunds, replacements, or credits are evaluated on a case-by-case basis. We reserve the right to request supporting information, such as photos of the order received, to properly assess each claim.

2. Eligibility Conditions for Refunds

A refund request may be considered eligible under the following circumstances:

• ✅ You received an incorrect item that was not part of your original order.
• ✅ One or more items were missing from your delivered order.
• ✅ The food item was visibly spoiled, undercooked, or did not meet food safety standards upon delivery.
• ✅ Your order was never delivered or picked up due to a system or operational error on our part.
• ✅ You were charged twice for the same order due to a payment processing error.
• ✅ A technical error on our website resulted in an unintended or duplicate purchase.

To be eligible, refund requests must be submitted within the applicable timeframe described in Section 3 below. Claims submitted after the stated deadline may not be honored.

3. Timeframes for Refund Requests

Timeliness is essential when reporting food order issues. Because we deal with perishable food products, our refund window is structured as follows:

Requests submitted outside these timeframes will generally not be considered unless exceptional circumstances can be demonstrated. We encourage customers to inspect their orders upon receipt and report any concerns as soon as possible.

4. Non-Refundable Items and Services

The following situations and items are generally not eligible for a refund:

• ❌ Orders that have been fully consumed without a reported issue at the time of receipt.
• ❌ Dissatisfaction based solely on personal taste preferences when the item was prepared correctly.
• ❌ Promotional, discounted, or complimentary items offered as part of a special deal.
• ❌ Orders that were picked up in-store and reported after the customer left the premises without raising the issue at the counter.
• ❌ Delivery fees charged by third-party delivery platforms (these are subject to the respective platform's own refund policies).
• ❌ Gift cards and loyalty point redemptions.
• ❌ Orders where incorrect delivery information was provided by the customer.
• ❌ Claims submitted beyond the deadlines specified in Section 3.

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

Submitting a refund request is simple. Please follow the steps below to ensure your claim is processed efficiently:

1. Step 1: Gather Your Order Information
   Locate your order confirmation email or receipt. Have your order number, the date of purchase, and the items in question ready for reference.
2. Step 2: Document the Issue
   If applicable, take clear photographs of the incorrect, missing, or unsatisfactory food items. Visual documentation helps us evaluate your claim more accurately and quickly.
3. Step 3: Contact Our Customer Support Team
   Reach out to us using one of the following methods:
   • Email: [email protected]
   • Website: chickschurchs.click
4. Step 4: Provide Complete Details
   In your refund request, include your full name, contact information, order number, a clear description of the issue, and any supporting photos or documentation.
5. Step 5: Await Our Response
   Our customer service team will review your request and respond within 2 to 3 business days. We may follow up with additional questions before making a determination.
6. Step 6: Refund Confirmation
   Once your refund is approved, we will notify you of the decision and the method through which your refund will be processed. See Section 6 for processing timelines.

6. Refund Processing Times by Payment Method

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

Please note that while we initiate refunds promptly upon approval, processing times may vary depending on your financial institution. We recommend contacting your bank or payment provider if a refund has not appeared within the timeframe listed above.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only one or a few items in a larger order were incorrect or missing, and the remainder of the order was satisfactory.
• The food item in question was partially consumed before the issue was identified.
• The order included both eligible and non-eligible items for a refund.
• A promotional discount was applied to the original order, and the refund is calculated based on the actual amount paid for the specific item(s) in question.

The amount of any partial refund will be calculated based on the price of the specific item(s) at issue, minus any applicable discounts, promotions, or fees originally applied to those items.

8. Exchange Policy

Where a refund is not the most practical solution, we may offer an exchange or replacement. Our exchange policy works as follows:

• If you received an incorrect item, we will offer to replace it with the correct item at no additional charge, subject to availability.
• Replacement orders are subject to the same delivery terms as the original order.
• Exchanges are generally processed within the same business day if the request is made promptly.
• Customers who prefer a replacement over a monetary refund are encouraged to indicate this preference when submitting their request.
• Exchanges are not available for items that were consumed, partially or fully, prior to identifying the issue.

We will make every reasonable effort to accommodate exchange requests. However, availability of specific menu items may vary by location and time of day.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

9.1 Online Orders

Orders placed through our website at chickschurchs.click may be eligible for cancellation if the request is submitted before the order has been confirmed and prepared by the kitchen. Once food preparation has begun, cancellations may not be possible.

• To cancel an online order, contact us immediately at [email protected] with your order number and cancellation request.
• Orders successfully cancelled before preparation will receive a full refund within the timeframe applicable to your payment method.
• Orders cancelled after preparation has begun may not be eligible for a full refund but may be considered for a partial refund or store credit at our discretion.

9.2 In-Store Orders

In-store orders that have already been placed with a team member and submitted to the kitchen generally cannot be cancelled once preparation has commenced. If you experience an issue at the counter, please speak with the store manager immediately.

9.3 Third-Party Delivery Platform Orders

If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, or Grubhub), cancellation requests must be directed to that platform directly. We are unable to process cancellations or refunds for orders placed through third-party services.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to escalate the matter through our internal dispute resolution process before seeking external remedies.

10.1 Internal Escalation

1. Submit a formal written dispute to [email protected] with the subject line "Refund Dispute — [Your Order Number]."
2. Include a full description of the original issue, the refund decision received, and the reason for your dispute.
3. Our senior customer service team will review your dispute within 5 to 7 business days and provide a final written response.

10.2 External Remedies

If an internal resolution cannot be reached, customers in the United States may pursue the following external options:

• Federal Trade Commission (FTC): File a complaint at ftc.gov for consumer protection concerns.
• Better Business Bureau (BBB): Submit a complaint through your local BBB chapter.
• State Attorney General: Contact your state's Attorney General office for consumer fraud or unfair business practice concerns.
• Credit Card Chargeback: If applicable, you may contact your credit card issuer to initiate a chargeback for unauthorized or disputed charges. Note that initiating a chargeback while an internal dispute is still pending may affect our ability to resolve the matter directly.

11. Consumer Rights Under United States Law

Nothing in this Refund Policy is intended to limit or waive any rights you may have under applicable United States federal or state consumer protection laws. Key protections include:

• FTC Act (15 U.S.C. § 45): Prohibits unfair or deceptive acts or practices in commerce. We are committed to transparent and fair refund practices.
• Electronic Fund Transfer Act (EFTA): Provides protections for consumers regarding electronic payment disputes and unauthorized transactions.
• State Consumer Protection Laws: Various state laws may provide additional protections depending on your state of residence.

12. Changes to This Refund Policy

We reserve the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at chickschurchs.click with the updated effective date clearly indicated at the top of the page. We encourage customers to review this policy periodically. Continued use of our services following any updates constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund-related inquiries, exchanges, cancellations, or disputes, please contact our customer support team using the information below: