Refund Policy

At Dave's Hot Chicken, we are committed to delivering an exceptional dining experience with every order. We take great pride in the quality of our food and the satisfaction of every customer. 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 daves-hotchicken.rest or through any authorized ordering channel.

By placing an order with Dave's Hot Chicken, you acknowledge that you have read, understood, and agreed to the terms set forth in this Refund Policy. If you have any questions or concerns, please contact us at [email protected] before completing your purchase.

1. General Refund Philosophy

Dave's Hot Chicken believes that every customer deserves a satisfying meal. We strive to ensure that each order meets our high standards of quality, accuracy, and food safety. If your experience falls short of those standards due to an error on our part, we are committed to making it right through a refund, credit, or replacement as appropriate.

However, because we deal in perishable food products prepared fresh upon order, refunds are evaluated on a case-by-case basis in accordance with the conditions described below. Our goal is always to find a fair and reasonable resolution for our customers while maintaining the integrity of our business operations.

2. Eligibility Conditions for Refunds

A refund request may be eligible for consideration under the following circumstances:

• Incorrect Order: You received items that are different from what you ordered (e.g., wrong spice level, wrong menu item, missing items).
• Food Quality Issues: The food delivered or picked up was undercooked, spoiled, or otherwise not meeting reasonable quality standards.
• Food Safety Concerns: You discovered a foreign object or experienced a food safety issue directly attributable to our preparation.
• Missing Items: Your order was incomplete, and items you paid for were not included.
• Duplicate Charge: You were charged more than once for the same order due to a technical or processing error.
• Order Never Received: Your delivery order was not received and cannot be confirmed as delivered by the courier or our internal records.

To be eligible for a refund, you must:

1. Contact us within the applicable timeframe (see Section 3 below).
2. Provide sufficient evidence of the issue (photos, order confirmation number, description of the problem).
3. Have placed your order through an official Dave's Hot Chicken ordering channel or authorized third-party platform.

3. Timeframes for Refund Requests

We understand that food-related concerns must be addressed promptly. The following timeframes apply to refund requests:

Requests submitted outside of these timeframes may not be eligible for a full refund. Late submissions will still be reviewed at our discretion, but we cannot guarantee any resolution for requests that fall outside the applicable window.

4. Non-Refundable Items and Services

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

• Orders where the customer selected an incorrect spice level and the food was prepared as requested.
• Dislike of taste or personal preference unrelated to food quality or preparation errors.
• Orders that have been fully consumed with no substantive evidence of a problem.
• Promotional, discounted, or complimentary items received as part of a special offer.
• Orders canceled after food preparation has already begun (see Section 8 for cancellation policy).
• Delivery fees charged by third-party platforms or courier services — these are governed by the respective platform's policy.
• Tips or gratuity added at the time of ordering.
• Gift cards and promotional credits once redeemed.
• Requests made after the applicable timeframe described in Section 3.

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

If you believe you are eligible for a refund under the conditions outlined above, please follow these steps:

Step 1: Gather Your Information

Before reaching out, collect the following details:

• Your full name and contact information
• Order confirmation number or receipt
• Date and time of your order
• Description of the issue
• Photographs or video evidence of the problem (if applicable)

Step 2: Contact Dave's Hot Chicken

Submit your refund request through one of the following channels:

• Email: [email protected] — Include all relevant details and attach any supporting photos.
• Website: daves-hotchicken.rest — Visit our contact page for the online inquiry form.

Step 3: Await Confirmation

Once we receive your refund request, you will receive an acknowledgment within 1 business day. Our team will review your submission and may follow up with additional questions if needed.

Step 4: Review and Decision

Our customer service team will evaluate your request within 2 to 3 business days of receiving all required information. You will be notified via email of our decision, along with any applicable resolution (refund, credit, or replacement).

Step 5: Refund Issuance

If your refund is approved, it will be processed according to the timeframes specified in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on your original payment method:

Please note that while we process refunds on our end promptly, the actual time it takes for the funds to appear in your account is subject to your bank or payment provider's policies and processing times. Dave's Hot Chicken is not responsible for delays caused by financial institutions.

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 specific items in a multi-item order were incorrect or missing, while the rest of the order was satisfactory.
• The reported issue affected only a portion of the order (e.g., one side dish was missing from a meal combo).
• The food was partially consumed before a quality issue was identified, reducing the provable extent of the problem.
• A discount, coupon, or promotional credit was applied to the original order, and the refund is adjusted to reflect the actual amount paid for the affected item.
• There are conflicting accounts of the issue, and a compromise resolution is determined to be fair by our management team.

The amount of any partial refund will be calculated based on the individual item price(s) affected, excluding any non-refundable fees (such as delivery charges or service fees).

8. Exchange Policy

In situations where a refund is not the preferred resolution, Dave's Hot Chicken may offer a food replacement or exchange under the following conditions:

• The incorrect item was received and the correct item is available for immediate preparation.
• A food quality issue is reported during or immediately after pickup (in-store exchanges only).
• The customer is present at or near the restaurant location and able to accept a replacement within a reasonable timeframe.

For delivery orders, exchanges may not be logistically feasible. In such cases, we will offer a full or partial refund or store credit at our discretion. Replacements are subject to item availability and operating hours. We reserve the right to offer a store credit in lieu of a physical replacement when an exchange is not possible.

9. Cancellation Policy

We understand that plans can change. However, because our food is prepared fresh and to order, our ability to accommodate cancellations is limited once preparation has begun.

Standard Orders (Online or In-Person)

• Cancellations made before food preparation begins are eligible for a full refund.
• Once food preparation has started, cancellations are not eligible for a refund, as ingredients and labor have already been committed to your order.
• If you need to cancel an order, contact us immediately via email at [email protected] or through the platform used to place the order.

Catering and Large Group Orders

• Cancellations made more than 48 hours before the scheduled fulfillment time are eligible for a full refund.
• Cancellations made between 24 and 48 hours before the scheduled fulfillment time may be subject to a cancellation fee of up to 50% of the total order value.
• Cancellations made less than 24 hours before the scheduled fulfillment time are not eligible for a refund, as ingredients and staffing will already have been arranged.

10. Dispute Resolution Process

If you are unsatisfied with the outcome of a refund request or believe that your concern was not adequately addressed, we encourage you to escalate your concern through the following dispute resolution process:

Step 1: Internal Escalation

Contact our customer experience team directly at [email protected] and request that your case be escalated to a manager. Please include your original case or ticket reference number and a clear description of why you believe the initial decision was incorrect.

Step 2: Management Review

A member of our senior management team will review your escalated case within 5 business days and provide a written response with a final determination. We take all escalated disputes seriously and aim to reach a fair and reasonable resolution.

Step 3: Chargeback and Payment Disputes

If you believe you have been improperly charged and cannot resolve the matter through our internal process, you retain the right to contact your bank or credit card issuer to dispute the charge. Under the Fair Credit Billing Act (FCBA) and protections provided by the Federal Trade Commission (FTC), consumers in the United States have rights with respect to billing errors and disputed charges. We encourage you to exhaust our internal dispute process before initiating a chargeback, as we can often resolve issues more quickly and efficiently than the formal chargeback process.

Step 4: Consumer Protection Resources

Customers also have the right to file a complaint with the following agencies if they believe their consumer rights have been violated:

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

11. Third-Party Platform Orders

If your order was placed through a third-party food delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), your refund may be subject to that platform's own refund and cancellation policy. Dave's Hot Chicken is not always able to issue direct refunds for orders placed through third-party channels, as payment is collected and managed by those platforms.

We recommend contacting the third-party platform's customer support first for delivery-related issues (such as delayed deliveries, missing deliveries, or courier-related problems). For issues directly related to food quality or incorrect preparation, you may still contact us at [email protected] and we will do our best to assist you.

12. Store Credit Option

In cases where a cash refund is not applicable, or as an alternative resolution, Dave's Hot Chicken may offer store credit toward a future order. Store credit:

• Is applied to your account or issued as a digital code for use on future orders.
• Does not expire for a period of 12 months from the date of issuance.
• Is non-transferable and cannot be exchanged for cash.
• Can be used on any eligible menu item at participating locations or through our website at daves-hotchicken.rest.

13. Amendments to This Policy

Dave's Hot Chicken reserves the right to modify or update this Refund Policy at any time. Changes will be effective immediately upon posting to our website. We encourage you to review this policy periodically to stay informed of any updates. The "Last Updated" date at the top of this page reflects the most recent revision. Your continued use of our services following any changes constitutes your acceptance of the updated policy.

14. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please reach out to us using the contact details below. Our customer service team is available during regular business hours and will respond to your inquiry as promptly as possible.

When contacting us about a refund, please include your order confirmation number, a description of the issue, and any supporting documentation (such as photographs) to help us process your request as efficiently as possible.