Refund Policy

At Church's Chicken, we are committed to providing our customers with high-quality food and a satisfying dining experience. We understand that there may be occasions where an order does not meet your expectations, and we want to ensure that any concerns are addressed promptly and fairly. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are processed.

Please read this policy carefully before placing an order through our website chicksschurch.click or at any of our participating locations. By placing an order, you agree to the terms set forth in this Refund Policy. This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act.

1. Eligibility Conditions for Refunds

We want every customer to be satisfied with their purchase. Refunds may be granted under the following conditions:

• You received an incorrect item that does not match your order confirmation.
• Your food item was missing from your order at the time of pickup or delivery.
• The food item received was spoiled, contaminated, or otherwise unfit for consumption at the time of delivery or pickup.
• Your order was significantly different from what was described on our menu or website.
• A duplicate charge was applied to your payment method for the same order.
• Your order was not delivered within a reasonable timeframe and you did not receive it at all.
• A technical error on our website or app resulted in an unintended or erroneous charge.

To be eligible for a refund, you must provide reasonable evidence of the issue, such as a photograph of the incorrect or unsatisfactory item, your order confirmation number, and a description of the problem. Refund requests must be submitted within the applicable timeframes outlined in Section 2 below.

2. Timeframes for Refund Requests

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

Refund requests submitted outside of these timeframes may not be honored. We strongly encourage customers to inspect their orders upon receipt and report any issues immediately. Delays in reporting make it difficult for us to verify claims and take appropriate corrective action.

3. Non-Refundable Items and Services

Certain purchases and circumstances are not eligible for refunds. These include, but are not limited to:

• Food items that have been partially or fully consumed, unless there is a documented quality or safety issue.
• Orders where the customer provided an incorrect delivery address and the order was delivered to that address.
• Orders where the customer failed to pick up a pre-ordered meal within the designated pickup window without prior notice.
• Promotional or discounted items purchased as part of a limited-time offer, unless the item was incorrect or defective.
• Delivery fees charged by third-party delivery platforms (these are subject to the refund policies of the respective platform).
• Gift cards, loyalty points, or any other stored-value products once they have been redeemed.
• Customization fees for special requests that were fulfilled as requested.
• Orders canceled after food preparation has already begun (see Section 7 for our Cancellation Policy).

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

To initiate a refund request, please follow the steps outlined below:

1. Gather Your Information: Before contacting us, collect the following: your order confirmation number, the date and time of your order, the specific item(s) in question, a clear description of the issue, and, where possible, photographic evidence of the problem.
2. Contact Our Customer Support Team: Reach out to us using one of the contact methods listed in Section 10. We recommend contacting us via email at [email protected] to ensure a written record of your request.
3. Submit Your Refund Request: Clearly state that you are requesting a refund and provide all relevant information including your order number, the nature of the issue, and any supporting documentation or photographs.
4. Await Confirmation: Our customer support team will acknowledge your request within 2 business days and may ask for additional information if needed to process your claim.
5. Review and Decision: Our team will review your request, which typically takes 3 to 5 business days. We will notify you of our decision via the contact information you provided.
6. Refund Processing: If your refund request is approved, the refund will be processed according to the timelines outlined in Section 5, based on your original payment method.

5. Refund Processing Times by Payment Method

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

Please be aware that while we process refunds promptly on our end, the time it takes for the funds to appear in your account may vary depending on your financial institution or payment provider. We are not responsible for any delays caused by third-party banks or payment processors once the refund has been initiated from our side.

6. Partial Refunds

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

• Only one or a few items in a multi-item order were incorrect, missing, or unsatisfactory. In this case, a refund will be issued only for the affected items.
• The order was partially consumed before the quality issue was identified, and only the unconsumed portion can be verified as defective.
• A coupon, promotional discount, or loyalty reward was applied to the order, and the refund amount will reflect the actual amount paid rather than the full menu price.
• The issue reported does not warrant a full refund based on our assessment, but we determine that some compensation is appropriate as a gesture of goodwill.

In all cases, we will communicate clearly with the customer about the refund amount and the reasoning behind the decision. Customers are welcome to contest a partial refund decision through our dispute resolution process outlined in Section 9.

7. Exchange Policy

In addition to refunds, we offer exchanges for certain situations. An exchange involves replacing an incorrect or unsatisfactory item with the correct item or an equivalent item of the same or lesser value. Exchanges are subject to the following conditions:

• Exchanges for incorrect items are available for in-store and pickup orders only. Delivery order exchanges may not be feasible due to logistical constraints, in which case a refund will be offered instead.
• The item must be returned to the store in its original packaging, uneaten or largely uneaten, to qualify for an exchange.
• Exchanges must be requested within the timeframes specified in Section 2.
• Items that were correctly prepared according to the customer's specifications are generally not eligible for exchange due to a change of mind.
• We reserve the right to offer an exchange rather than a refund at our discretion, particularly for in-store purchases.

To request an exchange, please visit the location where your order was placed and speak with a manager, or contact our customer support team as described in Section 4.

8. Cancellation Policy

We understand that plans can change. However, due to the nature of food preparation, our ability to accommodate cancellations is limited. The following cancellation terms apply:

• Online and App Orders: Cancellations must be made within 5 minutes of placing the order, before food preparation has begun. After this window, cancellations may not be possible and a refund will not be issued.
• Pre-Orders and Scheduled Orders: Cancellations for pre-scheduled orders must be made at least 1 hour before the scheduled pickup or delivery time to be eligible for a full refund.
• In-Store Orders: Once an in-store order has been placed and payment has been accepted, cancellations are generally not possible. If you experience an issue after receiving your order, please refer to the refund eligibility criteria in Section 1.
• Catering or Bulk Orders: Cancellations for catering or large group orders must be made at least 24 hours in advance. Cancellations made less than 24 hours before the scheduled fulfillment time may be subject to a cancellation fee of up to 50% of the total order value to cover preparation costs.

To cancel an eligible order, please contact our customer support team immediately at [email protected] or call us at the number listed in Section 10. Please have your order confirmation number ready.

9. Dispute Resolution Process

If you are not satisfied with our response to your refund request or if you believe your claim was not handled fairly, we encourage you to escalate the matter through our formal dispute resolution process:

1. Step 1 — Internal Escalation: Reply to the response you received from our customer support team and request that your case be escalated to a senior customer service representative or manager. Please clearly explain why you are dissatisfied with the initial resolution.
2. Step 2 — Written Complaint: If the escalation does not resolve the issue, you may submit a formal written complaint to our customer service department via email at [email protected] with the subject line "Formal Refund Dispute." Include all correspondence and documentation related to your case.
3. Step 3 — Chargeback (Credit/Debit Card Customers): If you paid by credit or debit card and believe you have been unfairly charged, you have the right to contact your card issuer and initiate a chargeback dispute. We ask that you attempt to resolve the issue with us directly before initiating a chargeback, as this process benefits both parties.
4. Step 4 — Third-Party Mediation: For unresolved disputes, both parties may agree to engage a neutral third-party mediator to facilitate a resolution. The costs of mediation shall be shared equally unless otherwise agreed.
5. Step 5 — Legal Remedies: If all other avenues have been exhausted, you retain the right to pursue legal remedies available under applicable United States federal and state consumer protection laws, including those enforced by the Federal Trade Commission (FTC) and your state's consumer protection agency.

10. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please contact our customer support team using the information below. We aim to respond to all inquiries within 2 business days.

When contacting us, please include the following details to help us process your request efficiently:

• Your full name
• Your order confirmation number
• The date and time of your order
• A description of the issue
• Any supporting evidence (photos, screenshots, receipts)
• Your preferred refund method (if different from original payment method)

11. Policy Updates

We reserve the right to update or modify this Refund Policy at any time. Any changes will be effective immediately upon posting to our website at chicksschurch.click. The date at the top of this page will reflect the most recent revision. We encourage you to review this policy periodically to stay informed of any changes. Your continued use of our services after a policy update constitutes your acceptance of the revised terms.