Refund Policy

Effective Date: May 20, 2026 | Last Updated: May 20, 2026

1. Introduction

At Dave's Hot Chicken, we are committed to delivering a high-quality dining experience and ensuring customer satisfaction with every order. We understand that issues can occasionally arise with food orders, deliveries, or transactions, and we have established this Refund Policy to address such situations in a fair, transparent, and timely manner.

This policy governs all refund, exchange, and cancellation requests related to orders placed through our website at daveshotchicken-eat.click, including online orders for pickup, delivery, and any digital purchases such as gift cards or promotional credits. We encourage all customers to review this policy and contact us promptly if they experience any concerns with their order.

Our goal is to resolve every refund or complaint fairly and efficiently. This policy complies with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and relevant state-level consumer protection regulations.

2. Eligibility Conditions for Refunds

Not all situations automatically qualify for a refund. Dave's Hot Chicken will evaluate each refund request on a case-by-case basis. However, we generally consider refunds to be appropriate under the following circumstances:

• Incorrect Order: You received food items that do not match what you ordered (e.g., wrong menu item, missing items, incorrect spice level).
• Food Quality Issues: The food received was of unacceptable quality, including being undercooked, contaminated, spoiled, or otherwise not meeting reasonable food safety and quality standards.
• Undelivered Orders: Your delivery order was confirmed and charged but never arrived at your specified address.
• Significant Delay: Your order experienced an unreasonable delay that was caused by our operations, and the food was rendered unusable as a result.
• Duplicate Charges: You were billed more than once for the same order due to a technical or processing error.
• Unauthorized Transactions: A charge appeared on your payment method that you did not authorize.
• Allergic Reactions Due to Mislabeling: If a food item contained an allergen that was not disclosed on the menu and caused a verified adverse reaction.

To be eligible for a refund, you must provide sufficient documentation or evidence supporting your claim, such as photos of the food, a description of the issue, and your order confirmation number.

3. Timeframes for Refund Requests

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

Requests submitted outside of these timeframes may not be eligible for a refund or credit. We encourage customers to inspect their orders upon receipt and report any issues as soon as possible.

4. Non-Refundable Items and Services

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

• Food items that have been fully consumed or substantially eaten before a complaint is raised.
• Orders where the customer selected an incorrect item, spice level, or customization and the order was prepared exactly as submitted.
• Dissatisfaction based purely on personal taste preferences when the item was prepared correctly.
• Delivery fees charged by third-party delivery platforms (these are governed by the respective platform's policies).
• Promotional items, complimentary food, or items received as part of a discount or free offer.
• Digital gift cards that have already been redeemed.
• Orders canceled after preparation has already begun (see Section 8 for cancellation policy).
• Refund requests submitted beyond the stated timeframes without extenuating circumstances.

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

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

1. Step 1 – Gather Your Information: Before contacting us, collect the following details:
   • Your full name and contact information
   • Order confirmation number or receipt
   • Date and time of the order
   • Description of the issue (e.g., missing item, wrong order, quality concern)
   • Photos of the food item(s) in question, if applicable
2. Step 2 – Contact Us: Reach out to our customer support team via email at [email protected] or through the contact form available on our website at daveshotchicken-eat.click. Include all the information gathered in Step 1.
3. Step 3 – Review Process: Our customer service team will acknowledge your request within 1–2 business days and begin reviewing the details of your claim. We may request additional information or documentation to assist in the evaluation.
4. Step 4 – Decision Notification: Once your request has been reviewed, we will notify you of the outcome via the email address provided. We aim to complete this review within 3–5 business days of receiving your complete request.
5. Step 5 – Refund or Resolution: If your refund is approved, we will process the refund to your original payment method or offer an alternative resolution such as a store credit or replacement order, as described in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time required for funds to be returned to you depends on your original payment method:

Please note that while we process refunds promptly on our end, the time it takes for the funds to appear in your account may vary depending on your financial institution or payment provider. Dave's Hot Chicken is not responsible for delays caused by banks or third-party payment processors.

7. Partial Refunds

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

• Only one or a few items in a multi-item order were incorrect or unsatisfactory, while the remainder of the order was received correctly.
• A portion of the food was consumed before the issue was identified, leaving partial evidence of the problem.
• The issue was minor and did not significantly impact the overall quality or completeness of the order.
• A delivery delay affected only part of the order (e.g., some items arrived cold while others did not).
• A discount, coupon, or promotional credit was applied to the original order, and the refund is calculated based on the actual amount paid.

The amount of a partial refund will be determined by our customer service team based on the specific circumstances of the claim and communicated to you in writing prior to processing.

8. Exchange Policy

Due to the perishable nature of food products, traditional exchanges are generally not possible for food items. However, Dave's Hot Chicken offers the following alternatives when an order issue qualifies for a remedy:

• Replacement Order: If your order was incorrect or substantially defective, we may offer to prepare and send a replacement order at no additional charge, subject to location and availability.
• Store Credit: In lieu of a monetary refund, we may offer store credit equivalent to the value of the affected item(s), which can be applied to a future order on our website.
• Menu Item Substitution: If a specific item is unavailable at the time of a replacement, we will offer a comparable substitute of equal or greater value.

Exchanges or replacements for non-food items such as merchandise, branded products, or gift cards may be handled differently and will be evaluated on an individual basis.

9. Cancellation Policy

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

9.1 Orders Placed Online

• Before Preparation Begins: If you cancel your order before it has entered the preparation stage, you are entitled to a full refund. Please contact us immediately after placing the order to cancel.
• After Preparation Has Begun: Once our kitchen has started preparing your order, cancellations are no longer accepted, and refunds will not be issued for the cost of food preparation. However, if the order has not yet been dispatched for delivery, we may be able to prevent further delivery costs from being charged.
• After Dispatch for Delivery: Orders that have already been dispatched to a delivery driver cannot be canceled, and no refund will be issued for the food portion of the order.

9.2 Advance or Pre-Orders

For catering orders, group orders, or any pre-orders scheduled in advance, cancellations must be submitted at least 24 hours before the scheduled pickup or delivery time to receive a full refund. Cancellations made within 24 hours of the scheduled time may be subject to a cancellation fee of up to 50% of the total order value to cover preparation costs already incurred.

10. Dispute Resolution Process

We strive to resolve all refund concerns directly with our customers in a fair and efficient manner. If you are not satisfied with the resolution offered by our customer service team, the following dispute resolution process applies:

10.1 Internal Escalation

You may request that your complaint be escalated to a senior member of our customer service team or management. Please indicate clearly in your email that you wish to escalate the matter, and we will ensure your case is reviewed at a higher level within 3–5 additional business days.

10.2 Chargebacks

If you believe you have been wrongfully charged and we have been unable to resolve the matter to your satisfaction, you have the right to initiate a chargeback through your credit card issuer or payment provider. We ask that you attempt to resolve the issue with us directly before initiating a chargeback, as chargebacks can delay resolution and may result in additional complications.

10.3 Consumer Protection Resources

If you feel your consumer rights have been violated, you may also contact the following organizations for assistance:

• Federal Trade Commission (FTC): www.ftc.gov – for complaints related to unfair or deceptive business practices.
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov – for payment-related disputes.
• Your State Attorney General's Office: For state-specific consumer protection complaints.
• Better Business Bureau (BBB): www.bbb.org – for filing a business complaint.

10.4 Governing Law

This Refund Policy shall be governed by and construed in accordance with the laws of the United States of America. Any disputes that cannot be resolved informally shall be subject to binding arbitration or the jurisdiction of appropriate courts in accordance with applicable law.

11. Changes to This Refund Policy

Dave's Hot Chicken reserves the right to update or modify this Refund Policy at any time. Changes will be posted on this page with a revised effective date. We encourage customers to review this policy periodically. Continued use of our website and services following any updates constitutes your acceptance of the revised policy.

12. Contact Information

For all refund requests, order concerns, or general inquiries related to this policy, please contact our customer support team using the details below: