Refund Policy

At Chuys, we are committed to delivering fresh, high-quality food and an exceptional customer experience. We understand that situations may arise where a refund or adjustment is necessary. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are handled. Please read this policy carefully before placing an order through our website at chuys-fresh.click or via any other ordering channel.

By placing an order with Chuys, you agree to the terms described in this Refund Policy. This policy is governed by applicable United States federal and state consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC).

1. Our Commitment to Customer Satisfaction

Chuys takes great pride in the quality and freshness of every item we prepare and deliver. Our team works hard to ensure that every order meets our internal quality standards. However, we recognize that mistakes can happen — whether an incorrect item was delivered, an order was incomplete, or the quality did not meet your expectations. In such cases, we encourage customers to contact us promptly so we can make things right.

Our refund policy is designed to be fair, transparent, and easy to navigate. We aim to resolve all refund and complaint requests in a timely and professional manner.

2. Eligibility Conditions for Refunds

A refund request may be considered eligible under the following circumstances:

• Incorrect Order: You received an item that was different from what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food item was undercooked, spoiled, or did not meet reasonable quality standards at the time of delivery or pickup.
• Allergic Ingredients: You received a food item containing an allergen that you specifically requested to be excluded, and this caused a documented adverse reaction or significant concern.
• Order Not Delivered: Your order was marked as delivered but was not received, and this was verified by our team.
• Duplicate Charges: You were charged more than once for the same order due to a technical error.
• Order Cancellation: You cancelled your order within the eligible cancellation window described in Section 8 of this policy.

Refunds will not be considered eligible under the following circumstances (see Section 4 for full details on non-refundable situations).

3. Timeframes for Refund Requests

To be considered for a refund, requests must be submitted within the following timeframes:

Refund requests submitted after the applicable deadline may not be honored at our discretion. We encourage customers to inspect their orders upon receipt and contact us immediately if any issues are identified.

4. Non-Refundable Items and Situations

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

• Orders that have been fully consumed or substantially eaten, where the complaint is based solely on personal taste preference.
• Requests for refunds due to dissatisfaction with portion size, when the portion size was accurately described on our menu.
• Delivery fees, service fees, and any applicable taxes charged at the time of the order.
• Promotional items, complimentary add-ons, or items received as part of a special offer or discount campaign.
• Orders that were delayed due to factors outside of our control, such as extreme weather conditions, third-party delivery carrier issues, or traffic.
• Orders where the customer provided an incorrect delivery address and the food was delivered to that address.
• Refund requests submitted after the applicable deadline stated in Section 3.
• Gift cards, vouchers, or store credits once they have been applied to a purchase.
• Special event catering orders cancelled less than 48 hours before the scheduled event time.

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

To initiate a refund request, please follow these steps:

1. Step 1 — Gather Your Information: Locate your order confirmation number, the date of your order, and a description of the issue. If applicable, take clear photos of the food item(s) in question (e.g., incorrect item, quality issue).
2. Step 2 — Contact Us: Reach out to our customer support team via email at [email protected] or through the contact form on our website at chuys-fresh.click. Please submit your request within the applicable timeframe described in Section 3.
3. Step 3 — Provide Details: In your message, include the following:
   • Your full name
   • Order confirmation number
   • Date and time of the order
   • Description of the issue
   • Photos or supporting documentation (if applicable)
   • Your preferred resolution (refund, replacement, store credit)
4. Step 4 — Review Process: Our customer support team will review your request and may follow up with additional questions. We aim to respond to all refund inquiries within 1–2 business days.
5. Step 5 — Resolution: Once your request has been reviewed and approved, we will notify you of the resolution method (refund, replacement, or store credit) and process it accordingly.

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 these are estimated timeframes. Actual processing times may vary depending on your bank or financial institution. Chuys is not responsible for delays caused by third-party payment processors or banking institutions. If you have not received your refund within the stated timeframe, please contact your bank first, then reach out to us at [email protected].

7. Partial Refunds

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

• Only some items in your order were incorrect or missing, while the remainder of the order was satisfactory.
• The food quality of one or more items was unsatisfactory, but the rest of the order was acceptable.
• A portion of a multi-item order was consumed before the quality issue was identified.
• A discount, coupon, or promotional code was applied to the original order — the refund will reflect the actual amount paid for the affected items.
• An order was partially cancelled after preparation had already begun on some items.

The amount of a partial refund will be calculated based on the individual price of the affected items as listed on your order receipt or confirmation. Delivery fees and service charges are generally non-refundable unless the entire order qualifies for a full refund.

8. Cancellation Policy

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

Standard Orders

For standard food orders placed through our website or app, cancellations must be requested within 5 minutes of order placement and before food preparation has begun. Once our kitchen team starts preparing your order, we are unable to cancel it and a refund will not be issued.

To cancel an order, please contact us immediately by email at [email protected] with your order number and the subject line "ORDER CANCELLATION." We will do our best to accommodate your request but cannot guarantee cancellation once preparation has started.

Catering and Large Group Orders

For catering orders or large group bookings:

• Cancellation more than 72 hours before the scheduled order time: Full refund issued.
• Cancellation between 48–72 hours before the scheduled order time: 50% refund issued.
• Cancellation less than 48 hours before the scheduled order time: No refund will be issued, as ingredients and preparations will have already begun.

Scheduled/Pre-Orders

For orders scheduled in advance for a future date and time, cancellations must be submitted at least 2 hours before the scheduled pickup or delivery time to be eligible for a full refund.

9. Exchange Policy

Due to the perishable nature of food items, we do not facilitate traditional item exchanges. However, if you received an incorrect item or a food item that does not meet our quality standards, we may offer:

• Replacement: We will prepare and send the correct item to you at no additional charge, subject to availability and delivery feasibility.
• Store Credit: If a replacement is not feasible (e.g., the kitchen has closed, the item is unavailable), we will issue store credit equivalent to the value of the affected item, which can be used on a future order at chuys-fresh.click.
• Refund: If neither a replacement nor store credit is acceptable to the customer, and the request meets our refund eligibility criteria, a monetary refund may be issued.

All exchange or replacement requests are subject to the same timeframe requirements as refund requests (see Section 3). Chuys reserves the right to determine the most appropriate remedy on a case-by-case basis.

10. Dispute Resolution Process

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

1. Step 1 — Internal Escalation: Reply to the refund decision email and request that your case be escalated to a senior member of our customer service team. Clearly explain why you believe the initial decision was incorrect and provide any additional documentation or evidence.
2. Step 2 — Management Review: A member of our management team will review your escalated complaint within 3–5 business days and provide a final internal decision.
3. Step 3 — Chargeback Option: If you believe you have been wrongly charged and our internal process has not resolved your concern, you retain the right to contact your bank or credit card issuer to initiate a chargeback in accordance with your cardholder agreement. Please note that initiating a chargeback without first attempting to resolve the matter with us may affect your ability to use our services in the future.
4. Step 4 — Consumer Protection Agencies: Customers in the United States may also file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or with their respective state attorney general's office if they believe a violation of consumer protection laws has occurred.

We are committed to resolving all disputes fairly and in good faith. We encourage open communication and will always work to find an appropriate resolution.

11. Fraudulent Refund Claims

Chuys takes fraudulent claims seriously. Any customer found to be submitting false, misleading, or exaggerated refund claims may have their account suspended or permanently banned from our platform. Repeated fraudulent claims may be reported to the appropriate authorities. We reserve the right to require photographic evidence, order documentation, or other verification to process any refund claim.

12. Changes to This Refund Policy

Chuys reserves the right to update or modify 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. Continued use of our website and services following any changes constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

If you have any questions about this Refund Policy or wish to submit a refund request, please contact our customer support team using the information below:

Our customer support team is available to assist you Monday through Friday. We strive to respond to all inquiries within 1–2 business days. For the fastest response, please email us with your order number and a clear description of your concern.