Refund Policy

At Church's Chicken (operated via churchzchickens.rest), we are committed to delivering fresh, high-quality food and an exceptional dining experience. We understand that occasionally an order may not meet your expectations, and we want to make the process of requesting a refund or exchange as straightforward as possible. Please read this Refund Policy carefully before placing an order.

This policy applies to all purchases made through our website (churchzchickens.rest), our mobile application, third-party delivery platforms authorized by us, and in-store transactions. By completing a purchase, you acknowledge and agree to the terms outlined in this policy.

1. General Refund Philosophy

We stand behind every meal we serve. Our goal is to ensure that every customer receives food that is fresh, accurate, and prepared to our quality standards. If your order does not meet these standards due to an error on our part, we will work diligently to make it right through a refund, replacement, or store credit, depending on the circumstances.

Because our products are perishable food items, refund eligibility is subject to specific conditions and timeframes. We encourage customers to review their orders carefully before completing a purchase and to contact us as soon as possible if an issue arises.

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received items that were different from what you ordered (e.g., wrong menu items, incorrect quantity, or missing items).
• Food Quality Issues: The food was undercooked, spoiled, contaminated, or otherwise unfit for consumption at the time of delivery or pickup.
• Allergen Concerns: Your order contained an allergen that you clearly specified should be excluded, and this resulted in a health concern. (Please note: We always recommend consulting with our staff about allergens before ordering.)
• Damaged or Tampered Packaging: The food packaging was damaged or showed signs of tampering upon receipt.
• Order Not Delivered: Your order was never delivered, and the delivery was confirmed as failed by the carrier or delivery partner.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error.
• Significant Delay: Your order was delivered substantially later than the estimated delivery window and the food quality was compromised as a direct result.

To be eligible for a refund, you must report the issue within the applicable timeframe outlined in Section 3 below and provide reasonable documentation to support your claim.

3. Timeframes for Refund Requests

Time is critical when it comes to food-related refund claims. The following timeframes apply:

4. Non-Refundable Items and Situations

Certain items, situations, and circumstances are not eligible for a refund. These include:

• Change of Mind: Orders that have already been prepared and are accurate according to your original request are not eligible for a refund simply because you changed your mind.
• Partially Consumed Orders: Food items that have been substantially consumed are generally not eligible for a full refund unless a quality or safety issue is identified.
• Customer-Caused Errors: If you entered an incorrect delivery address, selected the wrong menu items, or provided inaccurate customization requests, these are not eligible for a refund.
• Promotional or Discounted Items: Items purchased as part of a limited-time promotion, special deal, or discounted bundle may have limited or no refund eligibility depending on the terms of the specific promotion.
• Gift Cards and Store Credits: Gift cards and store credits are non-refundable and cannot be exchanged for cash.
• Third-Party Delivery Fees: Delivery fees charged by third-party platforms (e.g., DoorDash, Uber Eats, Grubhub) are subject to those platforms' own refund policies and are not within our direct control.
• Orders Beyond the Refund Window: Any request made after the applicable deadline stated in Section 3 will not be eligible for a refund.

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

To request a refund, please follow these steps:

1. Step 1 — Document the Issue: Take clear photographs of the incorrect, missing, or unsatisfactory food item(s), including any packaging. Note your order number, the time of receipt, and a description of the problem.
2. Step 2 — Contact Us: Reach out to our customer support team via email at [email protected] or by visiting churchzchickens.rest. Include the following in your communication:
   • Your full name
   • Order number or confirmation code
   • Date and time of order
   • Description of the issue
   • Photos or other supporting evidence
   • Your preferred resolution (refund, replacement, or store credit)
3. Step 3 — Review Process: Our customer support team will review your claim within 1–3 business days. We may contact you for additional information if necessary.
4. Step 4 — Resolution: Once your claim is reviewed and approved, we will notify you via email with the outcome and details of your refund, replacement, or store credit.
5. Step 5 — Refund Issued: If a refund is approved, it will be processed according to the payment method timelines outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund is approved, please allow the following processing times depending on your original payment method:

Please note that while we process refunds promptly on our end, your financial institution may take additional time to reflect the credit on your statement. We are not responsible for delays caused by your bank or payment provider.

7. Partial Refunds

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

• Only a portion of your order was missing or incorrect, while the remainder was delivered accurately.
• The food item was partially consumed before the quality issue was identified.
• A discount, promotional credit, or coupon was applied to the original order, in which case the refund will reflect the actual amount paid for the affected item(s).
• A delivery fee or service charge is non-refundable but the food item cost is approved for a refund.

The amount of any partial refund will be communicated to you during the review process, and you will have the opportunity to discuss the resolution with our customer support team.

8. Exchange and Replacement Policy

In many cases, especially for issues such as incorrect or missing items, we may offer a replacement or exchange rather than a monetary refund. Our exchange and replacement policy works as follows:

• In-Store Exchanges: If you experienced an issue with an in-store order, please bring the item(s) and your receipt to the location where the purchase was made. A manager will assist you with a replacement or exchange at no additional cost.
• Delivery Order Replacements: For delivery orders, we may arrange a replacement delivery of the correct item(s) at no additional charge, subject to availability and delivery hours.
• Store Credit Option: If a replacement is not feasible (e.g., the item is no longer available, or delivery hours have ended), we will offer store credit equivalent to the value of the affected item(s), which can be applied to a future order.
• Substitutions: If the original item is unavailable, we will contact you to offer a suitable substitution of equal or greater value.

9. Order Cancellation Policy

Due to the nature of fresh food preparation, our ability to accommodate order cancellations is limited once preparation has begun.

9.1 Cancellation Before Preparation Begins

If you wish to cancel your order, please contact us immediately at [email protected]. If your order has not yet entered the preparation stage, we will cancel it and issue a full refund to your original payment method.

9.2 Cancellation After Preparation Has Begun

Once your order has been confirmed and preparation has started, we are generally unable to cancel the order. In exceptional circumstances, please contact us directly and a manager will review the situation on a case-by-case basis. Refunds in this scenario are at the discretion of management.

9.3 Third-Party Platform Cancellations

If your order was placed through a third-party delivery platform (e.g., DoorDash, Uber Eats, Grubhub), cancellation and refund requests must be submitted directly through that platform in accordance with their own cancellation policy. We do not have control over those platforms' cancellation processes.

10. Dispute Resolution Process

We are committed to resolving all refund-related concerns fairly and efficiently. If you are dissatisfied with the outcome of your refund request, you may escalate the matter through the following process:

1. Step 1 — Internal Escalation: Request that your case be escalated to a senior customer service representative or manager by replying to your original support email at [email protected]. Include your case reference number and the reason for escalation.
2. Step 2 — Formal Written Complaint: If the escalation does not resolve your concern, you may submit a formal written complaint via email. Our management team will respond within 5 business days with a final determination.
3. Step 3 — Consumer Protection Resources: If you remain unsatisfied after exhausting our internal resolution process, you may contact the following consumer protection authorities:
   • Federal Trade Commission (FTC): www.ftc.gov — for reporting unfair or deceptive trade practices under the FTC Act.
   • Your State's Attorney General Office — for state-level consumer protection concerns.
   • Better Business Bureau (BBB): www.bbb.org — to file a complaint or seek mediation.
4. Step 4 — Chargeback: As a last resort, you may contact your bank or credit card provider to dispute a charge. However, we encourage you to exhaust all direct resolution options first, as chargebacks can be disruptive and may affect your account standing with us.

11. Special Circumstances

11.1 Health or Safety Emergencies

If you believe that consuming our food has caused a health or safety issue, please seek medical attention immediately. After doing so, contact us at [email protected] as soon as possible. We take all food safety concerns extremely seriously and will investigate promptly. In such cases, we may request documentation such as a medical report or doctor's note as part of our review process.

11.2 Natural Disasters or Force Majeure

In the event of circumstances beyond our control — including natural disasters, severe weather, power outages, or other force majeure events — that result in a failed or delayed delivery, we will evaluate refund requests on a case-by-case basis and make every reasonable effort to provide a fair resolution.

11.3 Catering and Large Orders

For catering orders or large-volume orders, separate terms may apply. Please contact us directly before placing a large order to discuss our specific refund and cancellation terms for catering services.

12. Policy Updates

We reserve the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at churchzchickens.rest. We encourage you to review this page periodically to stay informed of any updates. Your continued use of our services after any changes constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund-related inquiries, replacement requests, or questions about this policy, please contact us using the information below. Our customer support team is available during regular business hours and will respond to all inquiries as promptly as possible.

This Refund Policy was last updated on April 19, 2026, and is effective as of that date. It applies to all transactions completed through churchzchickens.rest and affiliated ordering channels. This policy is governed by applicable United States federal law, including the Federal Trade Commission Act, and applicable state laws where services are rendered.