Refund Policy

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

1. Introduction

At Church's Chicken (operated via chicksschurch.rest), customer satisfaction is our highest priority. We take pride in the quality of our food, the accuracy of our orders, and the service we provide to every guest. However, we understand that issues may occasionally arise — whether due to incorrect items, quality concerns, or technical errors during online ordering. This Refund Policy has been established to address those situations in a fair, transparent, and legally compliant manner.

This policy applies to all purchases made through our website chicksschurch.rest, including online orders for delivery, pickup, and any promotional transactions. By placing an order, you acknowledge that you have read, understood, and agreed to the terms outlined in this Refund Policy. This policy is governed by the laws of the United States, including applicable consumer protection provisions under the Federal Trade Commission Act (FTC Act) and relevant state laws.

For questions or concerns, please contact us at: [email protected]

2. Eligibility Conditions for Refunds

Not all purchase situations automatically qualify for a refund. We have established clear eligibility criteria to ensure fairness and consistency for all customers. You may be eligible for a full or partial refund under the following conditions:

• Incorrect Order: You received items that differ from what was ordered and confirmed on your receipt or order summary.
• Missing Items: One or more items included in your order were not delivered or provided at pickup.
• Food Quality Issues: The food you received was undercooked, spoiled, contaminated, or otherwise not fit for consumption. Photographic evidence may be required.
• Duplicate Charges: Your payment method was charged more than once for the same transaction due to a system or technical error.
• Order Not Fulfilled: Your order was accepted and paid for but was never prepared or delivered without prior notification.
• Significant Delay: Your delivery was unreasonably delayed beyond the estimated time provided at checkout, causing the food to be unusable.
• Technical Payment Error: A payment was processed but the order was not confirmed or received in our system.

To be eligible for a refund, you must submit your request within the designated timeframe (see Section 3 below) and provide sufficient supporting documentation as requested by our customer service team.

3. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve your concern effectively. The following timeframes apply:

Requests submitted outside the applicable timeframe may not be honored. We encourage all customers to review their orders immediately upon receipt and to retain their order confirmation emails and receipts.

4. Non-Refundable Items and Situations

Certain situations and items are not eligible for refunds. These include, but are not limited to:

• Food items that have been fully consumed or substantially eaten prior to a complaint being raised, without a documented quality issue.
• Dissatisfaction based solely on personal taste preferences when the item was prepared correctly and as described on the menu.
• Orders that were correct and complete but the customer changed their mind after delivery or pickup.
• Promotional or complimentary items received at no charge.
• Delays caused by circumstances beyond our reasonable control, including but not limited to severe weather, traffic conditions, or third-party delivery service failures (where applicable).
• Requests submitted after the applicable reporting deadline as stated in Section 3.
• Errors made by the customer during the ordering process (e.g., wrong address, wrong item selected) where the order was fulfilled exactly as submitted.
• Gift cards, digital vouchers, or promotional credits already redeemed.

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

To initiate a refund request, please follow these steps carefully:

1. Step 1 — Gather Documentation: Collect your order confirmation number, receipt, and any relevant photos or videos showing the issue (e.g., missing items, incorrect items, food quality problems).
2. Step 2 — Contact Customer Support: Reach out to us through one of the following channels within the applicable reporting deadline:
   • Email: [email protected]
   • Website: chicksschurch.rest
3. Step 3 — Submit Your Request: In your email or message, include the following information:
   • Your full name
   • Email address used for the order
   • Order confirmation number or transaction ID
   • Date and time of the order
   • Description of the issue
   • Supporting photos or documents (if applicable)
4. Step 4 — Await Acknowledgment: Our customer service team will send you an acknowledgment email within 1–2 business days confirming receipt of your request.
5. Step 5 — Investigation and Decision: We will review your request and may follow up with additional questions. A decision will be communicated to you within 5–7 business days of your initial submission.
6. Step 6 — Refund Issuance: If your request is approved, the 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 it takes to receive the funds depends on the original payment method used:

Please note that while we process refunds promptly on our end, your financial institution or card network may have its own processing schedule. We recommend contacting your bank if you have not received your refund after the stated timeframe.

7. Partial Refunds

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

• Only certain items in a multi-item order were affected by an issue (e.g., one item was missing out of a full combo meal).
• The food quality issue affected only a portion of the order, and the remainder was received correctly and in good condition.
• A promotional discount was applied at checkout, and the refund will reflect the amount actually paid for the affected item(s).
• There was a partial delivery failure where some items were received correctly.

Partial refund amounts will be clearly communicated to you in writing before processing. You will have the opportunity to accept the partial refund or escalate the matter to our dispute resolution process (see Section 10).

8. Exchange Policy

Due to the perishable and time-sensitive nature of food products, we do not offer traditional item exchanges. However, under the following circumstances, we may offer a replacement meal or item as an alternative to a monetary refund:

• Incorrect Item Received: If you received the wrong item and report it within the required timeframe, we may offer to prepare and deliver or provide the correct item at no additional charge, subject to availability and location.
• Missing Item: If an item was missing from your order and we are able to fulfill the request promptly, we may offer to include the missing item in a subsequent order.
• Quality Issue Reported In-Store: If a quality issue is identified immediately at the point of service, our staff may offer a fresh replacement on the spot.

Replacements and exchanges are offered at our sole discretion and are subject to product availability. You may decline a replacement and request a monetary refund instead, which will then be processed per the terms in this policy.

9. Cancellation Policy

Because food orders are prepared quickly after submission, our cancellation window is limited. The following terms apply:

Online Orders

• Cancellations must be requested within 5 minutes of placing your order online through chicksschurch.rest.
• If the order has already entered the preparation stage, cancellation may not be possible, and a refund will not be guaranteed.
• To cancel, contact us immediately at [email protected] with your order confirmation number.

Scheduled / Pre-Orders

• Orders placed in advance (scheduled for a future date or time) may be cancelled up to 2 hours before the scheduled pickup or delivery time.
• Cancellations requested within 2 hours of the scheduled time may not be honored and may be subject to partial charges.

Catering or Large Group Orders

• Catering orders require a minimum 24-hour notice for cancellation to receive a full refund.
• Cancellations made within 24 hours of the scheduled service time may incur a cancellation fee of up to 50% of the total order value to cover preparation costs.

Once a cancellation is confirmed, any applicable refund will be processed per the timelines in Section 6.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund or cancellation request, or if you believe your concern was not adequately addressed, you may escalate the matter through our formal dispute resolution process:

1. Step 1 — Internal Escalation: Contact our customer support team and request that your case be escalated to a senior representative or manager. Provide your original case reference number and a summary of your concern.
2. Step 2 — Written Complaint: Submit a formal written complaint to [email protected] with the subject line "Formal Refund Dispute – [Your Order Number]." We will acknowledge receipt within 2 business days and aim to provide a final resolution within 10 business days.
3. Step 3 — External Remedies: If you remain unsatisfied after completing the internal process, you retain the right to pursue the following options:
   • Chargeback: Contact your bank or credit card issuer to initiate a chargeback in accordance with their policies and applicable federal payment regulations.
   • FTC Complaint: File a complaint with the Federal Trade Commission (FTC) at www.ftc.gov if you believe our practices violate consumer protection laws.
   • State Consumer Protection Agency: Contact your state's consumer protection office for additional remedies available under local law.
   • Small Claims Court: You may pursue a claim in small claims court in your state of residence for disputes that fall within the applicable jurisdictional limits.

We are committed to resolving all legitimate disputes in good faith and in compliance with applicable United States consumer protection laws, including the FTC Act (15 U.S.C. § 45).

11. California Residents — Additional Rights

If you are a resident of California, you may have additional rights under the California Consumer Privacy Act (CCPA) and the California Consumer Protection laws. These rights include, but are not limited to, the right to know what personal information is collected in connection with a transaction, the right to request deletion of your personal data, and the right to non-discrimination for exercising your privacy rights. For more information, please review our Privacy Policy on chicksschurch.rest.

12. Amendments to This Policy

We reserve the right to update, modify, or revise this Refund Policy at any time. When changes are made, the updated policy will be posted on chicksschurch.rest with a revised effective date. Continued use of our website or services following any changes constitutes your acceptance of the revised policy. We encourage you to review this page periodically.

13. Contact Information

For all refund requests, cancellations, disputes, or general inquiries related to this policy, please contact us using the information below: