Refund Policy

At Church's Chicken, we are committed to providing our customers with high-quality food and a satisfying dining experience. We understand that there are occasions when an order may not meet your expectations, and we want to make the resolution process as straightforward and transparent as possible. This Refund Policy outlines your rights, our obligations, and the procedures for requesting refunds, exchanges, or cancellations for orders placed through our website at chickschurchs.digital or through other authorized channels.

Please read this policy carefully before placing an order. By completing a purchase through our platform, you acknowledge and agree to the terms described in this Refund Policy. This policy is governed by the applicable consumer protection laws of the United States, including but not limited to the Federal Trade Commission Act (FTC Act) and applicable state-level consumer protection statutes.

1. General Refund Philosophy

Church's Chicken takes pride in the freshness, quality, and accuracy of every order we fulfill. Because our products are perishable food items prepared to order, our refund policy is designed to balance customer satisfaction with the inherent nature of the food service industry. We evaluate every refund request on a case-by-case basis, and our goal is always to reach a fair and reasonable resolution.

We do not issue refunds as a matter of routine for personal preference changes after an order has been prepared and delivered. However, when a legitimate issue arises — such as receiving incorrect items, spoiled food, or experiencing a service failure — we are fully committed to making it right.

2. Eligibility Conditions for Refunds

To be eligible for a refund, one or more of the following conditions must be met:

• Incorrect Order: You received items that differ from what was ordered and confirmed at checkout.
• Missing Items: One or more items included in your order were not delivered or included in your package.
• Food Quality Issues: The food received was undercooked, spoiled, contaminated, or otherwise not fit for consumption at the time of delivery or pickup.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Failed Delivery: Your order was paid for but never delivered, and our records confirm the delivery was not completed.
• Significant Delay: Your order was delivered significantly later than the estimated delivery window, and the food quality was adversely affected as a result.
• Unauthorized Transaction: A charge appeared on your payment method without your authorization.

Refund requests that do not fall within the above categories may still be reviewed at our discretion. We encourage customers to contact us even if they are unsure whether their situation qualifies.

3. Timeframes for Refund Requests

To ensure timely resolution, refund requests must be submitted within the following timeframes:

4. Non-Refundable Items and Situations

The following items, services, or circumstances are generally not eligible for refunds:

• Orders that have been consumed in full or in large part, except where a food safety or quality issue is reported.
• Change of mind after an order has been prepared or is in the process of being prepared.
• Customization errors that are the result of incorrect information provided by the customer at the time of ordering (e.g., incorrect address, incorrect item specifications).
• Promotional items, complimentary add-ons, or free items included as part of a deal or marketing promotion.
• Delivery fees and service charges, except in cases where the delivery entirely failed due to our error.
• Gift cards, loyalty points, or digital vouchers once they have been redeemed or used.
• Orders that were rejected at the point of delivery by the customer without a valid reason.
• Issues arising from incorrect delivery addresses provided by the customer.

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

We have made the refund request process as simple and accessible as possible. Please follow the steps below:

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will vary depending on your original method of payment:

7. Partial Refunds

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

• Only specific items within a larger order were incorrect, missing, or unsatisfactory.
• A portion of the order was consumed before the issue was identified.
• The customer accepts a partial resolution in lieu of a full refund (e.g., store credit for a portion of the order value).
• A promotional discount was applied to the original order, and only the net amount paid for the affected item(s) is refundable.
• Delivery charges are not refundable as the delivery service was completed, and only the food item cost is being disputed.

The amount of a partial refund will be calculated based on the individual item prices as reflected in your original order confirmation. Our customer support team will clearly communicate the refund amount and the reason for any partial determination.

8. Exchange Policy

In appropriate circumstances, we may offer an exchange or replacement as an alternative to a monetary refund. Exchanges or replacements are subject to the following conditions:

• The original order issue must fall within one of the eligible refund categories outlined in Section 2.
• An exchange or replacement must be requested within the applicable timeframe specified in Section 3.
• Replacements are fulfilled at the same location or through the same delivery channel as the original order, where operationally feasible.
• We reserve the right to offer a replacement of equal or comparable value when the exact item is unavailable.
• Customers who accept a replacement or exchange will not be additionally entitled to a monetary refund for the same order or item, unless the replacement also fails to meet acceptable standards.

If you would prefer a replacement rather than a refund, please indicate this preference when contacting our customer support team.

9. Cancellation Policy

We understand that plans change, and we will do our best to accommodate cancellation requests. However, due to the nature of fresh food preparation, cancellations are time-sensitive.

9.1 Online and App Orders

• You may cancel an order within 5 minutes of placing it, provided that preparation has not yet begun.
• Orders that have already entered the preparation stage cannot be cancelled, and no refund will be issued for a voluntary cancellation at this point.
• To cancel, you must contact us immediately via email at [email protected] or through the website's support feature.

9.2 Pre-Orders and Scheduled Orders

• Pre-orders or scheduled orders may be cancelled up to 2 hours before the scheduled preparation time for a full refund.
• Cancellations made less than 2 hours before the scheduled time may only be eligible for store credit at our discretion.

9.3 Catering or Bulk Orders

• Catering or bulk orders must be cancelled at least 24 hours in advance of the scheduled preparation or delivery time.
• Cancellations made within 24 hours of the scheduled time may result in a cancellation fee of up to 25% of the total order value to cover preparation costs already incurred.
• No refund will be issued for catering orders cancelled after preparation has commenced.

10. Dispute Resolution Process

We are committed to resolving all customer disputes in a fair, prompt, and transparent manner. If you are not satisfied with the outcome of your initial refund request, you may escalate your concern through the following process:

11. Fraudulent Refund Requests

Church's Chicken takes fraudulent refund claims seriously. Any attempt to obtain a refund through false, misleading, or deceptive means — including fabricating food quality issues, misrepresenting order contents, or exploiting our refund process — may result in the following actions:

• Permanent suspension of the customer's account and ordering privileges.
• Reporting of the fraudulent activity to relevant authorities.
• Recovery of any refunded amounts through available legal means.

12. Policy Updates

Church's Chicken reserves the right to update or amend this Refund Policy at any time. Any changes will be posted on this page with an updated effective date. We encourage customers to review this policy periodically. Your continued use of our website or services after any changes constitutes acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund-related inquiries, cancellation requests, or customer service concerns, please contact us using the details below. Our team is dedicated to responding promptly and resolving your concerns professionally.

This Refund Policy was last reviewed and updated on March 26, 2026. It applies to all transactions made through chickschurchs.digital and affiliated ordering channels. For historical versions of this policy, please contact us at [email protected].