Refund Policy

At Church's Chicken, we are committed to providing our customers with high-quality food and an exceptional dining experience. We understand that situations may arise where a refund or exchange is necessary, and we want to make this process as straightforward and transparent as possible. Please read this Refund Policy carefully to understand your rights and our procedures.

1. Introduction and Scope

This Refund Policy applies to all purchases made through our website at chickenchurch.click, as well as orders placed via our mobile application, telephone, and in-store at participating Church's Chicken locations. This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission Act (FTC Act) and relevant state-level consumer protection statutes.

By placing an order with us, you agree to the terms of this Refund Policy. We encourage you to review this document in full before completing any purchase. If you have questions, please contact us at [email protected] before placing your order.

2. Eligibility Conditions for Refunds

We want every customer to be fully satisfied with their purchase. A refund may be issued under the following conditions:

• Incorrect Order: You received items that do not match what you ordered, including wrong menu items, missing items, or incorrect modifications (e.g., allergen requests not honored).
• Food Quality Issues: The food you received was undercooked, spoiled, contaminated, or otherwise not fit for consumption upon delivery or pickup.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Order Not Delivered: Your delivery order was never received, and delivery confirmation cannot be established through our records or our delivery partner's records.
• Significant Delay: Your order experienced an unreasonable delay that was not communicated to you in advance and that caused you to no longer want or be able to use the order.
• Unauthorized Transaction: A charge appeared on your account that you did not authorize, subject to verification and investigation.

Refunds are evaluated on a case-by-case basis. We reserve the right to request photographic or other evidence to support your claim before issuing a refund. Abuse of our refund policy may result in the suspension of your account and ordering privileges.

3. Timeframes for Refund Requests

To be eligible for a refund, you must submit your request within the following timeframes:

Requests submitted outside of these windows will generally not be honored. We strongly encourage customers to inspect their orders immediately upon receipt and contact us as soon as any issue is identified.

4. Non-Refundable Items and Services

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

• Change of Mind: If you simply change your mind after placing or receiving an order, we are unable to issue a refund, as food items are perishable and cannot be resold.
• Fully Consumed Orders: If the majority or entirety of an order has been consumed before a complaint is raised, refunds will not typically be issued.
• Customer Error: If an incorrect order was placed due to customer error (e.g., selecting the wrong item, incorrect customization inputs), and the order was prepared correctly as submitted, a refund will not be issued.
• Promotional or Complimentary Items: Items received as part of promotions, coupons, or complimentary offers that were provided at no charge are not eligible for cash refunds.
• Digital Gift Cards: Once purchased and delivered, digital gift cards are non-refundable and non-transferable unless required by applicable state law.
• Catering Deposits: Non-refundable deposits made for catering orders, as outlined in your catering agreement, are generally not refundable within 48 hours of the scheduled event.
• Delivery Fees and Service Fees: Third-party delivery fees, platform service fees, and tips paid to delivery drivers are non-refundable unless the order was never delivered.

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

To request a refund, please follow these steps carefully:

1. Step 1 — Gather Your Information: Before contacting us, have the following ready:
   • Your order confirmation number or receipt
   • The date and time of the order
   • The name and email address associated with the order
   • A clear description of the issue
   • Photographs of the item(s) in question, if applicable (for food quality or incorrect item claims)
2. Step 2 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: chickenchurch.click (via the Contact or Support page)
   Please use the subject line: "Refund Request — Order #[Your Order Number]"
3. Step 3 — Submit Your Claim: Provide all relevant details in your message, including the nature of the issue, supporting evidence (photos), and your preferred resolution (refund, replacement, or credit).
4. Step 4 — Await Review: Our customer service team will review your claim and respond within 2–3 business days. We may contact you for additional information during this period.
5. Step 5 — Resolution: If your claim is approved, you will receive notification of the refund decision along with details about how and when your refund will be processed.

6. Refund Processing Times by Payment Method

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

Please note that while we initiate refunds promptly upon approval, the actual appearance of funds in your account is subject to your financial institution's processing timelines, which are outside of our control. If you have not received your refund after the maximum estimated processing time, please contact your bank or card issuer before reaching out to us.

7. Partial Refunds

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

• Only some items in an order were incorrect or missing, and other items were correctly received and acceptable.
• A food quality issue affected only a portion of a larger order.
• A significant delay impacted part of an order (e.g., certain items were cold upon arrival but others were acceptable).
• An order was partially consumed before the customer discovered an issue, making full refund inappropriate.
• A discount, coupon, or promotional code was applied to the original order, in which case the refund will reflect the actual amount paid for the affected items.

The amount of a partial refund will be calculated based on the price of the specific item(s) affected, less any applicable discounts or promotions. Delivery fees and service charges are not refunded in partial refund scenarios unless the entire order was affected.

8. Exchange Policy

We understand that sometimes a replacement is preferable to a refund. Where operationally feasible, we offer item exchanges under the following conditions:

• The exchange request is made within 30 minutes of receiving your order (for in-store or pickup orders) or within 1 hour for delivery orders.
• The item to be exchanged is returned in its original packaging (where applicable) or the issue is clearly documented with photographic evidence.
• The replacement item is of equal or lesser value than the original item ordered. If the replacement item is of greater value, the difference may be charged to the customer.
• Exchange requests are subject to item availability at the time of the request.

For online or delivery orders, exchanges may be processed as a new order with a full refund of the original item issued separately. In-store exchanges can typically be handled immediately by speaking with the store manager.

9. Cancellation Policy

Orders placed through chickenchurch.click or our mobile app may be cancelled under the following conditions:

9.1 Standard Orders

• Cancellations must be requested within 5 minutes of order placement and before the order has been accepted and confirmed by the restaurant kitchen.
• Once an order has been confirmed and preparation has begun, cancellations are not possible, and no refund will be issued.
• To cancel an order, contact us immediately at [email protected] or call us using the contact information on our website.

9.2 Catering and Large Group Orders

• Catering orders may be cancelled with a full refund if the cancellation is made at least 72 hours (3 business days) prior to the scheduled pickup or delivery date and time.
• Cancellations made between 24 and 72 hours before the scheduled time may be subject to a cancellation fee of up to 25% of the total order value.
• Cancellations made less than 24 hours before the scheduled time will not be eligible for a refund, as ingredients and preparation resources will have already been committed.

9.3 Scheduled and Pre-Ordered Items

Pre-scheduled orders may be cancelled up to 2 hours before the scheduled preparation time for a full refund. Cancellations after this window will be treated as standard cancellations and are not eligible for refunds.

10. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request, we encourage you to follow our escalation and dispute resolution process:

10.1 Internal Escalation

If your initial refund request has been denied or partially approved and you believe this decision is incorrect, you may request a review by our senior customer service team by responding to your original support ticket or emailing [email protected] with the subject line: "Refund Dispute Escalation — Order #[Your Order Number]". Your case will be re-reviewed within 5 business days.

10.2 Chargeback Rights

As a customer, you retain the right to dispute a charge with your credit card issuer or bank (commonly known as a "chargeback") as permitted under the Fair Credit Billing Act (FCBA) and your card issuer's policies. However, we request that you contact us first to allow us to resolve the issue directly, as chargebacks can result in delays and additional complications for both parties.

10.3 Consumer Protection Agencies

If you believe our practices violate applicable consumer protection laws, you have the right to file a complaint with the following agencies:

• Federal Trade Commission (FTC): reportfraud.ftc.gov
• Consumer Financial Protection Bureau (CFPB): consumerfinance.gov
• Your state's Attorney General office or Department of Consumer Affairs
• Better Business Bureau (BBB): bbb.org

10.4 Informal Mediation

Before pursuing formal legal remedies, we agree to attempt good-faith mediation to resolve any dispute. Either party may propose mediation in writing, and we will respond within 10 business days with a proposal for a mutually agreeable mediator.

11. California Residents — Additional Rights

If you are a California resident, you may have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and the California Consumer Legal Remedies Act (CLRA). California law may provide you with additional rights regarding refunds and consumer protection. For more information, please refer to our Privacy Policy available at chickenchurch.click.

12. Policy Updates

We reserve the right to update or modify this Refund Policy at any time. Changes will be posted on our website at chickenchurch.click with a revised effective date. Continued use of our services after the posting of changes constitutes your acceptance of the revised policy. We encourage you to review this page periodically.

13. Contact Us for Refund Requests

For all refund requests, questions about this policy, or general customer service inquiries, please reach out to us through the following channels:

Our customer service team is dedicated to resolving your concerns as quickly and fairly as possible. We value your business and your trust in Church's Chicken, and we are committed to making every interaction with us a positive experience.