Refund Policy

Effective Date: April 1, 2026 | Last Updated: April 1, 2026

1. Overview

At Church's Chicken (operated via chicksschurch.digital), customer satisfaction is at the heart of everything we do. We take pride in delivering fresh, high-quality food and a positive dining experience. However, we understand that there are occasions when an order may not meet your expectations, arrive incorrectly, or encounter other issues that warrant a refund or replacement.

This Refund Policy outlines the conditions under which refunds, exchanges, and cancellations are accepted, as well as the process for submitting a refund request. We encourage all customers to review this policy prior to making a purchase so that they are fully informed of their rights and our obligations.

This policy applies to all orders placed through our website chicksschurch.digital, including online orders for delivery, pickup, and catering services.

2. Eligibility Conditions for Refunds

To be eligible for a refund, the following conditions must be satisfied:

• The order was placed directly through chicksschurch.digital or through an authorized ordering platform linked to our website.
• The refund request is submitted within the applicable timeframe described in Section 3 of this policy.
• The issue reported falls within one of the qualifying categories listed below.
• The customer provides sufficient documentation or evidence to support the refund claim (e.g., photos, order confirmation, receipt).

2.1 Qualifying Reasons for a Refund

Refunds may be issued under the following qualifying circumstances:

• Incorrect Order: You received items that do not match what you ordered (wrong item, wrong size, missing item).
• Food Quality Issues: The food received was demonstrably undercooked, spoiled, or otherwise not fit for consumption at the time of delivery or pickup.
• Order Not Received: Your delivery order was confirmed but never arrived, and the issue was not caused by an incorrect delivery address provided by the customer.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Significant Delay: A delivery order arrived substantially later than the estimated delivery time, causing the food to be unsatisfactory in quality.

3. Timeframes for Refund Requests

All refund requests must be submitted within the timeframes specified below. Requests submitted outside these windows may not be honored unless exceptional circumstances apply and are verified by our customer service team.

Requests made after these windows have expired will be evaluated on a case-by-case basis at the sole discretion of our customer service team. We reserve the right to decline late refund requests that do not meet exceptional circumstances criteria.

4. Non-Refundable Items and Services

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

• Orders where the customer provided an incorrect delivery address, resulting in non-delivery or delivery to the wrong location.
• Food items that have been partially or fully consumed, unless a verifiable quality defect existed at the time of receipt.
• Customization errors made by the customer at the time of ordering (e.g., selecting the wrong size, wrong sauce, or not noting allergies).
• Dissatisfaction based on personal taste preference, where the food was prepared correctly and as ordered.
• Delays caused by events outside our reasonable control, including but not limited to severe weather, natural disasters, or third-party delivery carrier issues.
• Promotional, discounted, or complimentary items received as part of a special offer.
• Gift cards or digital vouchers once redeemed or activated.
• Service fees, delivery fees, and applicable taxes paid at the time of order, unless the entire order qualifies for a full refund due to our error.

5. How to Request a Refund (Step-by-Step)

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

1. Step 1 – Gather Your Information: Locate your order confirmation email or receipt. Note your order number, date and time of purchase, and the specific items you are disputing.
2. Step 2 – Document the Issue: If applicable, take clear photographs of the food item(s) in question, the packaging, or any visible evidence of the problem. This documentation will significantly support your claim.
3. Step 3 – Contact Us: Reach out to our customer service team using one of the following methods:
   • Email: [email protected]
   • Website: chicksschurch.digital
4. Step 4 – Provide Required Details: In your refund request, include the following information:
   • Full name and contact information
   • Order number and date of purchase
   • Description of the issue
   • Preferred resolution (refund, replacement, or store credit)
   • Any supporting photos or documentation
5. Step 5 – Await Confirmation: Our team will acknowledge your request within 1–2 business days and may follow up for additional information if needed.
6. Step 6 – Resolution: Once your request is reviewed and approved, we will process the refund, replacement, or credit according to the applicable method and timeframe described in this policy.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly upon approval, the actual time for funds to appear in your account is subject to your financial institution's processing schedule, which is beyond our control. If you have not received your refund within the stated timeframe, we recommend contacting your bank or payment provider 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 a portion of the order was incorrect, missing, or unsatisfactory, while the remainder of the order was received in acceptable condition.
• A food quality issue affected only one or more items in a multi-item order.
• The customer has already consumed a significant portion of the order before identifying an issue.
• A catering order is partially cancelled within the allowed cancellation window, where some items have already been prepared.
• Applicable delivery or service fees are non-refundable, resulting in a partial return of the total order value.

The specific amount of any partial refund will be determined by our customer service team based on the nature and extent of the issue reported. We aim to ensure that all partial refund decisions are fair and proportionate to the inconvenience experienced.

8. Exchange Policy

In lieu of a monetary refund, we may offer to replace or exchange the affected item(s) under the following conditions:

• The exchange request is made within the applicable timeframe for the type of issue reported (see Section 3).
• The replacement item is available at the location that fulfilled the original order.
• The affected item(s) have not been substantially consumed.

For pickup orders, exchanges may be arranged at the original order location during business hours. For delivery orders, we will coordinate with our fulfillment team to arrange a replacement delivery or, if not feasible, issue a refund or store credit instead.

Exchanges are subject to product availability and geographic limitations. We reserve the right to substitute an item of equal or greater value if the exact requested item is not available.

9. Cancellation Policy

9.1 Standard Orders (Delivery and Pickup)

Due to the perishable nature of food products, cancellation windows for standard delivery and pickup orders are limited. Orders may be cancelled for a full refund only if:

• The cancellation request is submitted within 5 minutes of placing the order, and the order has not yet entered preparation.
• The cancellation is due to a system error, duplicate order, or technical fault on our platform.

Once food preparation has begun, cancellations will not be accepted for standard orders, as the perishable nature of the items makes it impossible to restock or resell them.

9.2 Catering and Large Orders

For catering orders or large group orders placed through our website, the following cancellation terms apply:

10. Dispute Resolution Process

We are committed to resolving all refund-related disputes fairly and efficiently. If you believe your refund request was incorrectly denied or if you are dissatisfied with the resolution offered, you may escalate your concern through the following process:

1. Internal Escalation: Contact our customer service team at [email protected] and request an escalated review. Please include "Refund Dispute – Escalation Request" in the subject line along with your original order number and a summary of the issue.
2. Management Review: Our management team will review escalated disputes within 5 business days and provide a final determination. This determination will be communicated in writing via email.
3. Third-Party Mediation: If a resolution cannot be reached through our internal process, either party may seek resolution through a neutral third-party mediator. Both parties agree to participate in good-faith mediation before pursuing any legal action.
4. Chargebacks: We encourage customers to exhaust our internal dispute resolution process before initiating a chargeback with their bank or credit card provider. Unwarranted chargebacks may result in the suspension of your account. However, you retain the right to dispute charges with your financial institution as provided under applicable law, including the Fair Credit Billing Act (FCBA).
5. Governing Law: This Refund Policy and any disputes arising hereunder shall be governed by and construed in accordance with the laws of the United States and the applicable laws of the state in which the transaction occurred, without regard to conflict of law principles.

11. Consumer Rights Under U.S. Law

Nothing in this Refund Policy is intended to limit or waive any consumer rights you may have under applicable United States federal or state law, including but not limited to:

• The Federal Trade Commission Act (FTC Act, 15 U.S.C. § 45), which prohibits unfair or deceptive acts or practices in commerce.
• The Fair Credit Billing Act (FCBA), which provides protections for credit card billing disputes.
• State-specific consumer protection statutes, which may provide additional rights depending on your state of residence.

If you are a California resident, you may have additional rights under the California Consumer Privacy Act (CCPA/CPRA) as it relates to how we handle your personal information in connection with refund requests. Please refer to our Privacy Policy for further details.

12. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please contact us using the details below. We are dedicated to resolving your concerns as promptly and professionally as possible.

13. Changes to This Refund Policy

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.digital with a revised effective date. We encourage you to review this policy periodically to stay informed of any updates.

Continued use of our website or placement of orders following the posting of changes constitutes your acceptance of the updated Refund Policy. If you do not agree with any changes, please discontinue use of our services and contact us to resolve any pending matters.