Refund Policy

Effective Date: March 18, 2026  |  Last Updated: March 18, 2026

1. Introduction

At Church's Chicken, we are committed to delivering high-quality food and an exceptional customer experience. We understand that issues may occasionally arise with your order, and we strive to resolve any concerns promptly and fairly. This Refund Policy outlines the circumstances under which refunds, exchanges, or credits may be issued for orders placed through our website chickchurchs.digital or any affiliated ordering platform.

This policy applies to all customers in the United States and is governed by applicable federal and state consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act. If you are a California resident, additional rights may apply to you under the California Consumer Privacy Act (CCPA) and California Consumer Protection regulations.

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received items that do not match what was ordered, including wrong food items, missing components, or incorrect customizations.
• Missing Items: Part or all of your order was not included in the delivery or pickup package.
• Food Quality Issues: The food received was undercooked, spoiled, or otherwise not meeting acceptable quality standards at the time of delivery or pickup.
• Order Not Received: A confirmed delivery order was not delivered within a reasonable timeframe and cannot be located.
• Duplicate Charges: Your payment method was charged more than once for a single order due to a technical or processing error.
• Canceled Order: Your order was canceled by our system or restaurant location before preparation began, yet payment was collected.

Refund eligibility is determined on a case-by-case basis. Church's Chicken reserves the right to request supporting documentation such as photographs, order confirmation numbers, or other relevant evidence before approving any refund request.

3. Timeframes for Refund Requests

To ensure a fair and efficient review process, refund requests must be submitted within the following timeframes:

Requests submitted after these deadlines may not be honored, except where required by applicable law. We strongly encourage customers to inspect their orders at the time of receipt and contact us immediately if any issues are identified.

4. Non-Refundable Items and Services

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

• Change of Mind: Orders canceled or returned solely because a customer changed their preference after the order was prepared.
• Partially Consumed Food: Items where more than a minimal portion has been consumed before a complaint is raised, unless there is a genuine quality or safety concern.
• Promotional or Discounted Items: Items purchased as part of a limited-time promotion, unless the item received is incorrect or defective.
• Gift Cards and Digital Vouchers: These are non-refundable once purchased and activated.
• Delivery Fees and Service Fees: Third-party delivery or service fees charged by delivery platforms are not refundable through Church's Chicken and must be disputed directly with the applicable platform.
• Customization Errors Due to Customer Input: Incorrect orders resulting from errors made by the customer during the ordering process (e.g., wrong item selected, incorrect customization entered) are not eligible for a full refund but may be reviewed for partial credit at our discretion.
• Requests Submitted Past the Deadline: Refund requests submitted beyond the timeframes specified in Section 3 will not be accepted except where required by law.

5. How to Request a Refund

Follow these steps to submit a refund request:

1. Step 1 – Gather Your Information
   Collect your order confirmation number, the email address used to place the order, a description of the issue, and any supporting photos or documentation.
2. Step 2 – Contact Our Customer Support Team
   Reach out to us through one of the following channels:
   • Email: [email protected]
   • Website: chickchurchs.digital
3. Step 3 – Provide All Required Details
   In your refund request, please include:
   • Full name and contact information
   • Order confirmation number and date of purchase
   • Description of the problem (e.g., missing item, quality issue)
   • Photographs or supporting evidence where applicable
   • Your preferred resolution (refund, replacement, or store credit)
4. Step 4 – Await Review and Confirmation
   Our team will review your request and respond within 2–3 business days. We may contact you for additional information if necessary.
5. Step 5 – Receive Your Resolution
   Once approved, refunds will be processed according to the payment method used. See Section 6 for processing timeframes.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will vary depending on the payment method used:

Please note that while we process refunds promptly on our end, the time it takes for the funds to appear in your account may depend on your bank or financial institution. Church's Chicken is not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

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

• Only a portion of the order was missing or incorrect.
• The food quality issue affected only specific items in the order, not the entire purchase.
• A customer partially consumed the food but raises a valid concern about the remaining portion.
• An order was partially completed before cancellation was requested.
• Promotional discounts, coupons, or rewards were applied to the original order, affecting the net refundable amount.

The amount of a partial refund will be calculated based on the price of the affected items, minus any applicable discounts or non-refundable fees. Our customer support team will communicate the specific refund amount clearly before processing.

8. Exchange Policy

In situations where a refund may not be the preferred resolution, we offer the option of an exchange or replacement under the following conditions:

• The incorrect item received can be exchanged for the originally ordered item, subject to availability at the applicable restaurant location.
• A replacement request must be submitted within 24 hours of receiving the original order.
• Exchanges are subject to item availability and cannot be guaranteed at all times.
• No additional charges will be applied for replacements made due to our error (incorrect item, missing component, or quality issue).
• Exchanges requested due to customer preference changes (e.g., not liking the taste) will not be honored without a valid quality or accuracy concern.

To request an exchange, please follow the same steps outlined in Section 5 and indicate that you prefer a replacement rather than a monetary refund.

9. Cancellation Policy

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

9.1 Online Orders

• Orders may be canceled within 5 minutes of placement, provided preparation has not yet begun.
• If an order has already entered the preparation stage, cancellation may not be possible, and a full refund cannot be guaranteed.
• To cancel an order, contact our support team immediately at [email protected] with your order confirmation number.

9.2 Scheduled Orders

• Scheduled or pre-ordered meals may be canceled up to 30 minutes before the scheduled pickup or delivery time.
• Cancellations made within 30 minutes of the scheduled time may incur a partial charge to cover preparation costs already incurred.

9.3 Catering or Bulk Orders

• Large catering orders may require a minimum 48-hour notice for cancellation to receive a full refund.
• Cancellations made with less than 48 hours' notice may be subject to a cancellation fee of up to 25% of the total order value.
• All catering order cancellation terms will be communicated at the time of booking.

10. Dispute Resolution

If you are not satisfied with the outcome of your refund request, you may pursue the following dispute resolution options:

10.1 Internal Escalation

You may request that your case be escalated to a senior customer service representative or manager by emailing [email protected] with the subject line "Refund Dispute – Escalation Request" and your original case reference number. We will respond within 5 business days.

10.2 Chargeback Through Your Financial Institution

If you believe you have been charged incorrectly or your refund has not been processed within the stated timeframe, you have the right to dispute the charge with your bank or credit card provider. We encourage customers to contact us first to attempt resolution before initiating a chargeback.

10.3 Consumer Protection Agencies

If your concern remains unresolved, you may contact relevant consumer protection authorities:

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-382-4357
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Better Business Bureau (BBB): www.bbb.org
• State Attorney General's Office in your respective state

10.4 California Residents

11. Abuse of Refund Policy

Church's Chicken reserves the right to refuse refund requests that appear fraudulent, abusive, or in violation of this policy. This includes, but is not limited to:

• Repeated refund requests from the same customer without valid supporting evidence.
• Submitting false or misleading information in support of a refund claim.
• Attempting to claim refunds for orders that were correctly fulfilled.

We reserve the right to suspend or terminate accounts that engage in abusive refund behavior and to report fraudulent activity to appropriate authorities.

12. Changes to This Policy

Church's Chicken reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at chickchurchs.digital with an updated effective date. Continued use of our services following the posting of changes constitutes your acceptance of the revised policy. We encourage you to review this page periodically.

13. Contact Information for Refund Requests

If you have questions about this Refund Policy or would like to submit a refund request, please contact our customer support team through the following channels: