Refund Policy

At Church's Chicken, we are committed to delivering high-quality food and an exceptional customer experience with every order. We understand that there may be occasions when an order does not meet your expectations, and we want to make the resolution process as straightforward and transparent as possible. Please read this Refund Policy carefully to understand your rights and our procedures regarding refunds, exchanges, cancellations, and disputes.

1. Overview

This Refund Policy applies to all purchases made through our website at churchickens.top, through our mobile ordering platform, or through any affiliated third-party delivery services in connection with Church's Chicken. By placing an order with us, you agree to the terms outlined in this policy. This policy is governed by applicable federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state regulations.

We take every complaint and refund request seriously. Our goal is to resolve every issue fairly and promptly so that you can continue to enjoy our food with complete confidence.

2. Eligibility Conditions for Refunds

You may be eligible for a refund if one or more of the following conditions are met:

• You received an incorrect item that does not match your confirmed order.
• Your order arrived in a condition that was unsafe, spoiled, or otherwise unfit for consumption.
• A significant portion of your order was missing upon delivery or pickup.
• Your order was never delivered, and no resolution was offered by the delivery provider within a reasonable timeframe.
• You were charged an incorrect amount that does not reflect the price shown at the time of your order confirmation.
• A technical error on our website or platform resulted in a duplicate charge or unauthorized transaction.
• Your order was canceled by Church's Chicken or by our operational partner prior to preparation.

Refunds are evaluated on a case-by-case basis. Submitting a refund request does not guarantee that a full refund will be issued. We reserve the right to investigate all requests before making a final determination.

3. Timeframes for Refund Requests

To be considered for a refund, you must submit your request within the following timeframes:

Requests submitted outside these timeframes will generally not be accepted. However, we may exercise discretion in exceptional circumstances at the sole determination of our customer service team.

4. Non-Refundable Items and Services

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

• Change of mind: Orders that were prepared and delivered correctly but that you no longer want after placement.
• Consumed items: Food that has been fully or substantially consumed before a complaint is raised.
• Customization errors by the customer: If you selected incorrect customizations (e.g., wrong side dish, wrong size) at the time of ordering, we cannot issue a refund for the resulting order.
• Promotional and discounted items: Items purchased using promotional codes, limited-time deals, or special discounts may not be eligible for a full refund unless they fall under another eligible refund category.
• Delivery fees and service charges: Third-party delivery fees and platform service charges are generally non-refundable unless the non-delivery was the direct fault of Church's Chicken.
• Gift cards and digital vouchers: Once activated or redeemed, these are non-refundable.
• Catering orders canceled less than 48 hours before the event: Due to the preparation and staffing required for catering, cancellations within 48 hours of the scheduled event time are non-refundable.

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

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

1. Gather your order information: Locate your order confirmation email or receipt. Have your order number, date of purchase, and details of the issue ready before contacting us.
2. Document the issue (if applicable): If your concern relates to food quality, incorrect items, or missing items, we strongly encourage you to take clear photographs as supporting evidence. This will help us process your request more efficiently.
3. Contact our Customer Support Team: Reach out to us through one of the following channels:
   • Email: [email protected]
   • Website: churchickens.top (use the Contact or Support form)
4. Provide complete information: In your refund request, include the following:
   • 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. Await our response: Our customer service team will acknowledge your request within 1–2 business days and will work to resolve your issue within 5–7 business days.
6. Receive confirmation: Once a decision has been made, you will receive a written confirmation via email detailing the outcome and any applicable refund amount or alternative resolution offered.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, your financial institution or payment provider may take additional time to post the credit to your account. We are not responsible for delays caused by third-party payment processors or banks.

7. Partial Refunds

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

• Only a portion of your order was incorrect or missing, while the rest was delivered as expected.
• Food quality issues affected only certain items in a larger order.
• A promotional discount was applied, and the refund is limited to the amount actually charged.
• You accepted a replacement item for part of your order, reducing the refund amount accordingly.
• Delivery or service fees are excluded from the refund amount as outlined in Section 4.

The amount of a partial refund will be calculated based on the individual item pricing reflected in your original order confirmation. Our customer service team will clearly communicate the refund amount and the reasoning behind any partial refund decision.

8. Exchange Policy

We understand that sometimes a replacement is preferred over a monetary refund. If you received an incorrect item or an item that does not meet quality standards, you may request an exchange subject to the following conditions:

• Exchange requests must be made within the same timeframes outlined in Section 3 above.
• Exchanges are subject to item availability at your nearest participating location.
• For delivery orders, exchanges may be offered as a credit toward your next order if re-delivery is not logistically feasible.
• Exchanges will be of equal or similar value to the original item. Upgrades are not automatically provided and may require an additional charge.
• Exchanged items are subject to the same food quality standards and will not be eligible for a secondary exchange or refund unless a new, qualifying issue arises.

To request an exchange, please follow the same process described in Section 5 and indicate your preference for a replacement at the time of your initial contact.

9. Cancellation Policy

Our ability to accommodate cancellations depends on the stage of your order at the time you make the request:

9.1 Online and Mobile Orders

• Before preparation begins: If you cancel your order before it enters the preparation stage, you will receive a full refund to your original payment method.
• During preparation: Once your order is being prepared, cancellations may not be possible. If a cancellation is accepted, a partial refund may be issued at our discretion, excluding preparation costs.
• After preparation or dispatch: Orders that have been prepared and dispatched for delivery or are ready for pickup cannot be canceled and are not eligible for a refund unless a qualifying issue is identified upon receipt.

9.2 Catering and Large Group Orders

• Cancellations made 72 hours or more before the scheduled order time: Full refund issued.
• Cancellations made 48–72 hours before the scheduled order time: 50% refund issued.
• Cancellations made less than 48 hours before the scheduled order time: No refund issued, as outlined in Section 4.

To cancel an order, please contact our customer service team as soon as possible using the contact details provided in Section 12. Early cancellation requests are processed more efficiently.

10. Orders Placed Through Third-Party Platforms

If you placed your order through a third-party delivery or ordering platform such as DoorDash, Uber Eats, Grubhub, or similar services, please be aware of the following:

• Refund and cancellation requests for third-party platform orders must be initiated through the respective platform's customer support.
• Church's Chicken does not have direct control over refund decisions made by third-party platforms.
• If the issue is related to food quality or order accuracy originating from our kitchen, you may also contact us directly, and we will cooperate with the platform to resolve your concern.
• Delivery fees charged by third-party platforms are governed entirely by those platforms' policies and are not refundable through Church's Chicken.

11. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate your concern through the following process:

Step 1: Internal Escalation

Contact our Customer Support Team at [email protected] and request that your case be reviewed by a senior customer service representative or manager. Please reference your original complaint or ticket number to ensure continuity.

Step 2: Written Formal Complaint

If the internal escalation does not resolve your concern, you may submit a formal written complaint via email to [email protected] with the subject line "Formal Refund Dispute." We will acknowledge your formal complaint within 3 business days and provide a final written response within 14 business days.

Step 3: External Regulatory Bodies

If you remain unsatisfied after completing the internal dispute process, you may file a complaint with the following regulatory authorities:

• Federal Trade Commission (FTC): reportfraud.ftc.gov — for issues related to unfair or deceptive business practices.
• Consumer Financial Protection Bureau (CFPB): consumerfinance.gov — for payment or billing-related disputes.
• Your State Attorney General's Office: For state-specific consumer protection complaints. California residents may also exercise rights under the California Consumer Privacy Act (CCPA/CPRA) where applicable.
• Better Business Bureau (BBB): bbb.org — for general business dispute resolution.

Step 4: Chargeback (Payment Disputes)

You retain the right to dispute a charge directly with your bank or credit card provider. However, we ask that you attempt to resolve the issue with us first. Chargebacks initiated without prior contact may result in a longer resolution timeline. We will cooperate fully with your financial institution in any legitimate dispute investigation.

12. Contact Information for Refund Requests

For all refund, exchange, and cancellation inquiries, please contact our Customer Support Team using the details below:

13. Amendments to This Policy

Church's Chicken reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at churchickens.top with a revised effective date. Continued use of our services following any posted changes constitutes your acceptance of the updated policy. We encourage you to review this page periodically to stay informed of any updates.