Refund Policy

At Church's Chicken, we are committed to delivering high-quality food and a satisfying customer experience every time. We understand that there are occasions when an order may not meet your expectations, and we want to make the resolution process as simple and straightforward as possible. Please read this Refund Policy carefully to understand your rights, our obligations, and the procedures we follow when processing refund or exchange requests.

This Refund Policy applies to all purchases made through our website churchickens.digital, our mobile application, third-party delivery platforms affiliated with us, and in-store transactions. By placing an order with us, you agree to the terms outlined in this policy. If you have any questions, do not hesitate to contact us at [email protected].

1. Our Commitment to Customer Satisfaction

Church's Chicken takes great pride in the quality of our food and the consistency of our service. Every meal is prepared with care, using fresh ingredients and proven recipes. However, we acknowledge that mistakes can happen — whether it is an incorrect order, a missing item, a food quality issue, or a technical error during the ordering process. In such cases, we are fully committed to making things right for you.

Our refund and exchange policy has been designed to be fair, transparent, and consistent with the standards expected of food service businesses operating in the United States, and in compliance with the Federal Trade Commission (FTC) Act governing consumer protection and fair business practices.

2. Eligibility for Refunds

You may be eligible for a full or partial refund under the following circumstances:

• Incorrect Order: You received items that differ from what you ordered (wrong product, wrong size, wrong quantity).
• Missing Items: One or more items included in your order were not delivered or included in your bag.
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, contaminated, or otherwise unfit for consumption.
• Duplicate Charges: You were charged more than once for the same transaction due to a system or payment processing error.
• Order Not Received: Your online or delivery order was confirmed and paid for but never delivered or fulfilled.
• Allergen Issues: Your order was prepared with an ingredient you specifically requested to be excluded due to a documented allergy or dietary restriction, and this caused a verifiable issue.
• Technical Errors: A technical fault on our website or app caused an erroneous charge or order duplication.

Refunds are evaluated on a case-by-case basis. All claims must be substantiated with reasonable supporting information, such as order confirmation numbers, photos, or a description of the issue.

3. Refund Request Timeframes

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

4. Non-Refundable Items and Situations

While we strive to accommodate all reasonable refund requests, the following situations are generally not eligible for a refund:

• Food items that have been fully consumed without a reported issue at the time of consumption.
• Orders where the customer simply changed their mind after the food was prepared and/or delivered.
• Promotional or complimentary items received as part of a special offer or loyalty reward.
• Customization requests that were clearly honored as requested, but the customer later found unsatisfactory based on personal preference.
• Delays caused by third-party delivery services beyond our reasonable control (e.g., traffic, weather conditions), unless the food arrived in an unusable condition.
• Incorrect address or delivery instructions provided by the customer resulting in a failed delivery.
• Gift cards, promotional vouchers, or digital credits are non-refundable once issued or redeemed.
• Catering or bulk orders canceled less than 24 hours before the scheduled pickup or delivery time.

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

Requesting a refund is simple. Please follow the steps below to submit your claim efficiently:

1. Step 1 — Gather Your Information: Before contacting us, please have the following details ready:
   • Your full name
   • Order confirmation number or receipt
   • Date and time of the order
   • The specific items affected
   • A brief description of the issue
   • Photographs of the issue, if applicable (strongly recommended for food quality claims)
2. Step 2 — Contact Us: Reach out to our customer support team through one of the following channels:
   • Email: [email protected]
   • Website: churchickens.digital
   In your message, include the subject line: "Refund Request – [Your Order Number]".
3. Step 3 — Review Process: Once your request is received, our customer support team will review the information provided. We may follow up with additional questions or requests for documentation within 1–2 business days.
4. Step 4 — Resolution Decision: After reviewing your claim, we will notify you via email of the outcome — whether a full refund, partial refund, exchange, or store credit is applicable. This determination will typically be communicated within 3–5 business days of receiving your complete claim.
5. Step 5 — Refund Issuance: If approved, your refund will be processed according to the timelines outlined in Section 6 below.

6. Refund Processing Times by Payment Method

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

7. Partial Refunds

In certain circumstances, a partial refund may be issued rather than a full refund. Situations in which a partial refund may be appropriate include:

• Only some items in a multi-item order were incorrect, missing, or of unsatisfactory quality.
• The food quality issue affected only a portion of the order, and the remaining items were delivered correctly and in good condition.
• The customer has already consumed a significant portion of the order before reporting an issue.
• A catering or group order was partially fulfilled correctly, with only specific components requiring correction.
• An agreed-upon discount or promotional price was not properly applied at checkout, and only the price difference is in dispute.

The amount of any partial refund will be calculated based on the value of the affected items, including applicable taxes, and will be communicated to the customer before processing.

8. Exchange Policy

In addition to refunds, Church's Chicken offers exchanges in select circumstances. An exchange involves replacing an incorrect or unsatisfactory item with the correct item at no additional cost to the customer.

Exchanges are available under the following conditions:

• The incorrect item was delivered as part of an in-store or online order.
• The exchange request is made within 30 minutes of receiving the order for in-store transactions, or within 2 hours for delivery orders.
• The item has not been substantially consumed.
• The requested replacement item is currently available on the menu.

For in-store exchanges, please bring your original receipt and the affected item to the counter and speak with a team member or manager. For delivery orders, please contact us via email at [email protected] with your order details and photos of the incorrect item.

We reserve the right to offer a store credit or refund in lieu of an exchange if the requested item is unavailable at the time of the request.

9. Cancellation Policy

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

9.1 Online and App Orders

Orders placed through our website or mobile application may be canceled only before the order has entered the preparation stage. Once an order is confirmed as "in preparation" or "ready for pickup," cancellations are generally not accepted. To attempt a cancellation, please contact us immediately at [email protected] with your order number.

9.2 Delivery Orders

For delivery orders placed through our platform or affiliated third-party services, cancellations must be requested within 5 minutes of placing the order. After this window, the order will have already been forwarded to the restaurant for preparation and may not be eligible for cancellation or refund.

9.3 Catering and Bulk Orders

Catering and large group orders require a minimum of 24 hours' notice for cancellation. Cancellations made with less than 24 hours' notice may be subject to a cancellation fee of up to 50% of the total order value to cover preparation costs already incurred. Full cancellation refunds are available for catering orders canceled at least 48 hours before the scheduled date.

9.4 Scheduled Pickup Orders

Scheduled pickup orders may be canceled up to 1 hour before the scheduled pickup time for a full refund. Cancellations made within 1 hour of the scheduled time may not be eligible for a refund if preparation has already begun.

10. Dispute Resolution Process

If you are not satisfied with the outcome of a refund request or believe your claim was not handled fairly, you have the right to escalate your concern through our formal dispute resolution process.

10.1 Internal Escalation

In the first instance, please reply to the resolution email you received and request an escalation to a senior customer service representative or manager. Our team will review your case again and provide a final internal determination within 5 business days.

10.2 Chargeback Rights

If you believe you have been charged incorrectly and our internal process has not resolved the matter, you retain the right to initiate a chargeback through your bank or credit card issuer. Under U.S. consumer protection laws, including protections governed by the Fair Credit Billing Act (FCBA) and FTC Act, you may dispute unauthorized or incorrect charges directly with your financial institution. Please note that initiating a chargeback while an internal investigation is still pending may complicate the resolution process.

10.3 State Consumer Protection Resources

If you feel your consumer rights have been violated, you may also contact your state's consumer protection agency or file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov. Customers located in California may also have rights under the California Consumer Privacy Act (CCPA/CPRA) relating to the use of personal data collected during the transaction process.

10.4 Informal Mediation

For disputes that cannot be resolved through the above channels, we are open to informal mediation. Both parties agree to make a good-faith effort to resolve any dispute prior to initiating any formal legal proceedings.

11. Store Credit Option

As an alternative to a monetary refund, customers may opt to receive store credit of equivalent value, which can be applied to a future order. Store credit is issued digitally and is valid for 90 days from the date of issue. Store credits are non-transferable, cannot be exchanged for cash, and are not applicable to third-party delivery platform fees.

12. Special Circumstances

We recognize that extraordinary circumstances may arise — including severe weather events, technical outages, public health concerns, or other force majeure situations — that may affect order fulfillment and delivery. In such cases, Church's Chicken will work with affected customers to provide fair and reasonable remedies, which may include full refunds, rescheduling, or store credits, depending on the nature and extent of the disruption. We will communicate any such policy modifications through our website at churchickens.digital.

13. Policy Updates

Church's Chicken reserves the right to update or modify this Refund Policy at any time. Any changes will be reflected on this page with an updated effective date. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our services following any modification constitutes your acceptance of the revised policy.

14. Contact Information for Refund Requests

For all refund inquiries, exchanges, cancellations, or dispute-related questions, please reach out to our customer support team using the contact details below:

When contacting us, please include your order number, a description of the issue, and any supporting documentation such as photos or screenshots. This will help us resolve your request as quickly and efficiently as possible.