Refund Policy

At Church's Chicken, we are committed to delivering high-quality food and an exceptional customer experience. We understand that there are occasions when an order may not meet your expectations, and we want to make the process of requesting a refund or exchange as straightforward and transparent as possible. Please read this Refund Policy carefully before placing an order through our website, churchchicks.digital, or any of our authorized ordering channels.

This policy applies to all purchases made directly through our digital platforms, including online orders, mobile app orders, and any delivery or pick-up orders placed via churchchicks.digital. By placing an order with us, you agree to the terms outlined in this Refund Policy.

1. Eligibility Conditions for Refunds

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

• Incorrect Order: You received items that are different from what you ordered (e.g., wrong meal, wrong size, wrong combination).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food you received was undercooked, spoiled, contaminated, or otherwise did not meet reasonable food safety and quality standards.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Order Not Delivered: Your order was confirmed and paid for but was never delivered to you within a reasonable time frame without prior notice.
• Allergic Reaction Due to Mislabeling: You experienced an adverse reaction because an item was incorrectly labeled or did not disclose an allergen as required by applicable food safety laws.

Refund requests that do not fall within the above categories will be evaluated on a case-by-case basis at the sole discretion of Church's Chicken management and customer service team.

2. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve your concern effectively. Refund requests must be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issue is identified.

3. Non-Refundable Items and Services

The following items and situations are generally not eligible for refunds:

• Change of Mind: Refunds will not be issued simply because you changed your mind after placing and receiving your order.
• Customization Errors Made by the Customer: If you incorrectly customized your order (e.g., selected the wrong sauce, size, or add-ons), we are unable to issue a refund for that specific customization.
• Promotions and Discounted Items: Items purchased as part of limited-time promotional offers may not be eligible for a cash refund but may be considered for store credit or exchange depending on the circumstances.
• Fully Consumed Orders: If the majority of the food has been consumed without raising a concern at the time of eating, a refund request may not be honored.
• Delivery Fees and Service Charges: Delivery fees and service charges paid at checkout are non-refundable unless the non-delivery was due to an error on our part.
• Gift Cards and Loyalty Credits: Purchased gift cards and redeemed loyalty points are non-refundable and cannot be exchanged for cash.
• Orders Placed Through Third-Party Platforms: If your order was placed through a third-party delivery application (e.g., DoorDash, Uber Eats, Grubhub), the refund policy of that platform will apply. Please contact the third-party platform directly for such orders.

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

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

1. Gather Your Information: Before contacting us, have the following ready:
   • Your order confirmation number or receipt
   • The date and time the order was placed and received
   • A description of the issue you experienced
   • Photographic evidence (where applicable and available)
2. Contact Our Customer Support Team: Reach out to us using one of the following methods:
   • Email: [email protected]
   • Website: churchchicks.digital
3. Submit Your Refund Request: In your message or form submission, include all relevant details about your order and the issue you experienced. Be as specific and clear as possible to help us expedite the process.
4. Receive Acknowledgment: Once we receive your request, you will receive an acknowledgment email within 1 business day confirming that your case has been opened.
5. Review and Decision: Our customer service team will review your claim, which may include reaching out to the restaurant location involved. A decision will typically be communicated to you within 3 to 5 business days.
6. Refund Issuance: If your refund is approved, it will be processed using the original payment method or issued as store credit, depending on the nature of the issue and your preference.

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 will vary depending on your payment method:

Please note that processing times may vary based on your financial institution and are outside of our direct control. If you have not received your refund within the indicated timeframe, we recommend contacting your bank or payment provider before reaching out to our support team.

6. Partial Refunds

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

• Only some items in your order were missing or incorrect, rather than the entire order.
• The food quality issue affected only a portion of your order, and the remainder was satisfactory.
• A promotional discount or coupon was applied to the original order, in which case only the amount actually paid for the affected items will be refunded.
• The order was partially consumed before the issue was discovered or reported.
• The reported issue is assessed as partially attributable to the customer's own actions or preferences.

In all cases involving partial refunds, our customer service team will clearly communicate the amount being refunded and the reason for the partial rather than full refund.

7. Exchange Policy

In lieu of a monetary refund, we may offer an exchange or replacement in certain circumstances. An exchange or replacement order may be offered when:

• The wrong item was delivered and the correct item can be prepared and sent promptly.
• The food was of unsatisfactory quality and can reasonably be replaced during the same service period.
• The customer prefers a replacement over a refund and the request is deemed valid.

Exchanges are subject to availability. We cannot guarantee that a specific menu item will be available at all times due to inventory constraints or limited-time offerings. In cases where the desired replacement is unavailable, a refund or store credit will be offered instead.

To request an exchange, please follow the same steps outlined in Section 4. Indicate clearly in your request that you are seeking a replacement rather than a refund.

8. Cancellation Policy

We understand that circumstances can change after an order has been placed. Our cancellation policy is as follows:

8.1 Cancellations Before Order Preparation

If you wish to cancel your order, you must do so before the kitchen has begun preparing your food. Orders can be cancelled by contacting us immediately at [email protected] or through the order management section on churchchicks.digital. If the order has not yet entered preparation, a full refund will be issued.

8.2 Cancellations After Order Preparation Has Begun

Once preparation of your order has begun, cancellations may not be accepted. However, in cases where a cancellation request is received after preparation has started, we reserve the right to offer store credit rather than a monetary refund, at our discretion.

8.3 Cancellations for Delivery Orders

For delivery orders, cancellations must be requested before the order has been dispatched for delivery. Once an order is out for delivery, cancellations are no longer possible, and refunds for non-delivery issues will be handled under the standard refund policy outlined in Section 2.

8.4 Cancellations by Church's Chicken

In rare instances, we may need to cancel your order due to circumstances beyond our control, including but not limited to: ingredient unavailability, restaurant closures, extreme weather events, or technical issues. In such cases, you will be notified promptly and issued a full refund to your original payment method.

9. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, you have the right to escalate the matter. Our dispute resolution process is as follows:

9.1 Internal Escalation

You may request that your case be escalated to a senior customer service manager by clearly stating this in a follow-up email to [email protected]. Please include your original case reference number in all correspondence. Senior management will review your case within 5 business days and provide a final internal decision.

9.2 Chargeback Rights

Under the Fair Credit Billing Act (FCBA) and applicable U.S. consumer protection laws enforced by the Federal Trade Commission (FTC), you have the right to dispute a charge with your credit card issuer if you believe you have been billed incorrectly or have not received the goods or services as described. We encourage customers to first attempt to resolve disputes directly with us before initiating a chargeback, as we are committed to finding an equitable resolution.

9.3 Consumer Protection Agencies

If you remain unsatisfied after exhausting our internal dispute resolution process, you may file a complaint with the following entities:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your State Attorney General's Office
• Better Business Bureau (BBB): www.bbb.org

9.4 California Residents

If you are a resident of California, you may also have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and the California Consumer Legal Remedies Act (CLRA). Please refer to our Privacy Policy available on churchchicks.digital for more information about your California privacy rights.

10. Contact Information for Refund Requests

Our customer support team is ready to assist you with any refund-related inquiries. Please do not hesitate to reach out to us using the contact details below:

When contacting us, please have your order confirmation number, date of purchase, and a brief description of your concern ready to ensure the fastest possible resolution.

11. Policy Updates

Church's Chicken reserves the right to update, amend, or modify this Refund Policy at any time without prior notice. Any changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically to stay informed about our refund practices. Your continued use of churchchicks.digital after any changes have been published constitutes your acceptance of the revised policy.