Refund Policy

Effective Date: May 15, 2026 | Last Updated: May 15, 2026

1. Overview

This Refund Policy applies to all purchases made through our website at daves-hotchicken.click, as well as orders placed via phone, in-store, or through any authorized third-party delivery platforms associated with Dave's Hot Chicken. By placing an order with us, you agree to the terms outlined in this policy.

We understand that issues can arise with food orders, and we take every complaint seriously. Our goal is to resolve any concerns promptly and fairly in accordance with applicable United States consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) Act.

2. Eligibility Conditions for Refunds

To be eligible for a refund, the following conditions must generally be met:

• The order must have been placed directly through daves-hotchicken.click or via our official ordering channels.
• The refund request must be submitted within the timeframes outlined in Section 3 of this policy.
• You must provide valid proof of purchase, such as an order confirmation number, receipt, or transaction ID.
• The issue must fall under one of the qualifying reasons listed below:
  • Incorrect items received (wrong order delivered)
  • Missing items from your order
  • Food quality issues, such as undercooked, spoiled, or contaminated food
  • Significant discrepancy between the item described and what was delivered
  • Order was never received despite confirmation of delivery
  • Duplicate charges or billing errors
• The customer must not have consumed or substantially used the product if requesting a full refund based on quality concerns (exceptions apply — see Partial Refunds).

3. Timeframes for Refund Requests

Timing is critical when submitting a refund request for food orders. Please adhere to the following timeframes:

Requests submitted outside of these timeframes may not be honored. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if there is an issue.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. The following are generally non-refundable:

• Change of mind: Refunds will not be issued simply because you changed your mind about your order after preparation has begun.
• Spice level preference: Dave's Hot Chicken offers a range of heat levels clearly described on our menu. Dissatisfaction with spice level, when the correct level was delivered as ordered, does not qualify for a refund.
• Promotional or complimentary items: Free items, promotional offers, or gift card-purchased items may not be eligible for refund unless there is a quality issue.
• Delivery fees and service charges: Third-party delivery fees, service charges, and gratuities are generally non-refundable unless the non-delivery was due to our error.
• Partially consumed food: Orders where more than 50% of the food has been consumed are not eligible for a full refund, though partial refunds may be considered.
• Orders placed through third-party apps: If your order was placed through a third-party delivery platform (e.g., DoorDash, Uber Eats, Grubhub), the refund must be requested directly through that platform per their respective refund policies.
• Special or catering orders: Custom or large catering orders may be subject to separate cancellation and refund terms agreed upon at the time of order.

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

To request a refund, please follow these steps carefully:

1. Step 1 — Document the Issue: Take clear photographs or videos of the problem, such as incorrect items, missing food, or quality issues. These may be required to support your claim.
2. Step 2 — Gather Your Order Information: Locate your order confirmation email or receipt. Have your order number, the date of the order, and the items in question ready.
3. Step 3 — Contact Us: Reach out to Dave's Hot Chicken through one of the following methods:
   • Email: [email protected]
   • Website: daves-hotchicken.click
4. Step 4 — Submit Your Request: In your communication, include the following:
   • Your full name
   • Order number or transaction ID
   • Date and time of the order
   • Description of the issue
   • Any supporting photos or documentation
   • Your preferred refund method (original payment method or store credit)
5. Step 5 — Await Review: Our customer service team will review your request and respond within 1–3 business days. We may contact you for additional information if needed.
6. Step 6 — Refund Decision: Once your request has been reviewed, you will receive an email notification informing you whether your refund has been approved, partially approved, or denied, along with an explanation.
7. Step 7 — Refund Issuance: If approved, your refund will be processed according to the timelines outlined in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to appear in your account depends on your original payment method:

Please note that while we process refunds on our end promptly, your bank or financial institution may take additional time to reflect the credit in your account. These delays are outside of our control. If you have not received your refund within the stated timeframe, we recommend contacting your bank directly before reaching out to us.

7. Partial Refunds

In certain situations, only a partial refund may be granted. Conditions that may result in a partial refund include:

• Only some items in the order were incorrect or missing, while others were received correctly.
• The food quality issue affected only a portion of the order.
• The customer has consumed a portion of the food before identifying an issue.
• There were minor discrepancies in the order that did not significantly impact the overall meal experience.
• The order was partially prepared at the time of cancellation.

Partial refund amounts will be determined at the sole discretion of Dave's Hot Chicken's customer service team based on the nature and extent of the issue reported. We will always strive to offer a fair and reasonable resolution.

8. Exchange Policy

Due to the perishable nature of food products, traditional item exchanges may not always be feasible. However, Dave's Hot Chicken will make every reasonable effort to accommodate your needs:

• In-Store Orders: If you received an incorrect item and are still at the location, please notify a team member immediately. We will remake your order at no additional cost, subject to availability.
• Delivery Orders: If you received an incorrect item via delivery, we may offer a replacement delivery, store credit, or a refund, depending on availability and circumstances.
• Online Orders (Pickup): If you discover an issue before leaving the pickup location, please inform a team member right away for an immediate resolution.

Exchanges are subject to menu availability and must be requested within the same timeframes outlined in Section 3. Exchanges are not available for orders placed through third-party delivery platforms — those must be handled through the respective platform.

9. Cancellation Policy

We understand that plans can change. However, due to the fast nature of food preparation, cancellations must be made quickly to be eligible for a full refund.

9.1 Online and Phone Orders

• Orders may be cancelled for a full refund if the cancellation request is made within 5 minutes of placing the order and before preparation has begun.
• If preparation has already started, cancellations may result in a partial refund or store credit only.
• Once an order has been picked up or delivered, it cannot be cancelled.

9.2 Catering and Large Group Orders

• Catering or large group orders require at least 48 hours' notice for cancellation to receive a full refund.
• Cancellations made less than 48 hours but more than 24 hours before the scheduled time may receive a 50% refund.
• Cancellations made less than 24 hours before the scheduled order time are generally non-refundable.

9.3 Third-Party Platform Orders

Orders placed through third-party delivery platforms must be cancelled through those platforms directly. Their respective cancellation policies will apply.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, you have the right to escalate your concern. We encourage you to first attempt to resolve any disputes directly with our customer service team.

10.1 Internal Escalation

If your initial refund request was denied or you believe the resolution was unsatisfactory, you may request a review by our management team by emailing [email protected] with the subject line "Refund Dispute Escalation" and including your original request reference number.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute charges with your bank or credit card issuer if you believe a transaction was unauthorized, fraudulent, or if goods and services were not delivered as described. This right is protected under the Fair Credit Billing Act (FCBA) and the Electronic Fund Transfer Act (EFTA).

We encourage customers to contact us before initiating a chargeback, as we are committed to resolving issues fairly and efficiently.

10.3 Consumer Protection Resources

If you believe your consumer rights have been violated, you may also file a complaint with:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General's office

10.4 Governing Law

This Refund Policy shall be governed by and construed in accordance with the laws of the United States. Any disputes arising from this policy shall be subject to the jurisdiction of the appropriate courts in the United States.

11. Changes to This Refund Policy

Dave's Hot Chicken reserves the right to modify, update, or revise this Refund Policy at any time without prior notice. Any changes will be reflected on this page with an updated "Last Updated" date. We encourage you to review this policy periodically to stay informed of any changes. Continued use of our services following any changes constitutes your acceptance of the revised policy.

12. Contact Information for Refund Requests

For all refund-related inquiries, please contact us using the information below. Our customer service team is available to assist you and will respond to all inquiries within 1–3 business days.