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 situations may arise where a refund or exchange is necessary. This Refund Policy outlines the conditions, procedures, and timeframes under which refunds, exchanges, and cancellations are processed. Please read this policy carefully before placing an order through our website at chickchurchs.top or any of our participating locations.

1. General Refund Philosophy

Customer satisfaction is a top priority for Church's Chicken. We strive to prepare every order with care and consistency. However, we recognize that errors can occur, and we are dedicated to resolving any issues in a fair, timely, and transparent manner. This policy applies to all orders placed through our official website (chickchurchs.top), our mobile application, third-party delivery platforms that we authorize, and in-store purchases where applicable.

All refund requests are evaluated on a case-by-case basis. We reserve the right to refuse a refund request if it does not meet the eligibility criteria outlined in this policy or if we determine that the request is fraudulent or abusive.

2. Eligibility Conditions for Refunds

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

• ✅ You received the wrong order or incorrect items were included in your order.
• ✅ Your food was missing items that were paid for but not delivered or included.
• ✅ The food you received was spoiled, undercooked, or otherwise unsafe for consumption.
• ✅ Your order was never delivered, and confirmation of non-delivery has been established.
• ✅ You were charged an incorrect amount or charged multiple times for the same order.
• ✅ A technical error on our website or payment platform resulted in an unauthorized or duplicate charge.
• ✅ Your order was significantly delayed beyond the estimated delivery or pickup time, and the food quality was compromised as a result.

Refunds will not be granted solely due to a change of mind, personal taste preferences, or dissatisfaction with portion sizes that are consistent with our published menu descriptions.

3. Timeframes for Refund Requests

Refund requests must be submitted within a reasonable timeframe after the issue occurs. The following timeframes apply:

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 any issues are identified.

4. Non-Refundable Items and Services

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

• Orders that have been fully consumed or substantially eaten before a complaint is submitted.
• Promotional items, discounted combo deals where all components were delivered as described.
• Delivery fees charged by third-party delivery services — these must be disputed directly with the delivery platform.
• Tips paid to delivery drivers through third-party platforms.
• Catering orders that have been delivered and accepted at the event location.
• Customization requests that were clearly noted on the receipt and fulfilled as specified.
• Orders where dissatisfaction is based solely on personal preference rather than a verifiable error or quality issue.
• Gift cards or promotional vouchers that have been redeemed.
• Orders cancelled by the customer after preparation has already commenced at the restaurant.

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

To request a refund, please follow the steps below carefully to ensure your request is processed as efficiently as possible:

1. Step 1 — Gather Your Order Information: Locate your order confirmation number, receipt, or transaction ID. This information is typically sent to your email address after placing an order online.
2. Step 2 — Document the Issue: Take clear photographs or screenshots of the problem if applicable (e.g., wrong items, damaged packaging, food quality issues). Visual evidence significantly speeds up the review process.
3. Step 3 — Contact Our Customer Support: Reach out to us through one of the following channels:
   • 📧 Email: [email protected]
   • 🌐 Website: chickchurchs.top
4. Step 4 — Provide Required Details: In your refund request, include your full name, order number, date and time of the order, a description of the issue, and any supporting photos or documentation.
5. Step 5 — Await Our Response: Our customer support team will review your request and respond within 2–3 business days. We may contact you for additional information if needed.
6. Step 6 — Refund Confirmation: Once your request is approved, you will receive a confirmation email detailing the refund amount and the expected processing time based on your payment method.

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 promptly on our end, the actual posting time to your account is also dependent on your financial institution's processing times, which are beyond our control. If you have not received your refund within the stated timeframe, we recommend contacting your bank or card issuer before reaching out to us.

7. Partial Refunds

In certain situations, only a partial refund may be granted. These situations include but are not limited to:

• Only a portion of the order was incorrect or missing, and the rest of the order was delivered as expected.
• A food quality issue affected only specific items in a larger order.
• A promotional discount was applied to the order, and the refund is calculated based on the discounted price paid.
• The customer contributed to the issue (e.g., incorrect delivery address provided, or delayed acceptance of the delivery).
• The order was partially consumed before the issue was reported, reducing the eligible refund amount.

When a partial refund is approved, we will clearly communicate the refund amount and the reasoning behind the partial credit before processing it.

8. Exchange Policy

In lieu of a monetary refund, we may offer an exchange or replacement for eligible orders. An exchange may be offered when:

• The wrong item was delivered, and the correct item can be prepared and dispatched within a reasonable timeframe.
• A food quality issue can be resolved by preparing a fresh replacement order.
• The customer prefers a replacement over a monetary refund.

Exchanges are subject to availability. If the requested replacement item is not available at the time of the exchange request, we will issue a refund or store credit instead. Exchanges for in-store purchases may be handled directly at the restaurant location. For online or delivery orders, please contact our customer support team at [email protected] to initiate an exchange.

9. Cancellation Policy

Orders placed through our website (chickchurchs.top) or mobile app may be eligible for cancellation under the following conditions:

• Before Preparation Begins: If you cancel your order within 2 minutes of placing it and before preparation has commenced, a full refund will be issued.
• During Preparation: If preparation has already begun, cancellations may not be accepted, or only a partial refund may be issued at our discretion.
• After Dispatch for Delivery: Orders that have already been dispatched for delivery cannot be cancelled. Refund eligibility would then fall under the standard refund conditions outlined in Section 2.
• Catering and Large Group Orders: Cancellations for catering orders must be submitted at least 24 hours before the scheduled delivery or pickup time to be eligible for a full refund. Cancellations made within 24 hours of the scheduled time may result in a partial refund or no refund, depending on the preparation already completed.

To cancel an order, please contact us immediately at [email protected] or visit the website at chickchurchs.top and navigate to your order management section if the feature is available.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to follow the steps below to resolve your dispute:

Step 1 — Internal Escalation

Contact our customer support team and request that your case be escalated to a senior customer service representative or manager. Please reference your original refund request case number when doing so. Email us at [email protected] with the subject line "Refund Dispute — Escalation Request."

Step 2 — Written Formal Complaint

If the escalation does not resolve the matter to your satisfaction, you may submit a formal written complaint via email to [email protected]. Please include all relevant documentation, correspondence, and a clear description of the desired resolution. We will respond to formal complaints within 5 business days.

Step 3 — Third-Party Mediation

If the dispute remains unresolved after the above steps, either party may seek resolution through an independent third-party mediator or through applicable consumer protection channels.

Step 4 — Consumer Protection Agencies

As a business operating in the United States, 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 — for consumer protection complaints under the FTC Act.
• Better Business Bureau (BBB): www.bbb.org — for business dispute resolution.
• State Attorney General's Office: Depending on the state in which the transaction occurred, customers may contact their state's Attorney General for consumer protection assistance.
• Consumer Financial Protection Bureau (CFPB): For issues specifically related to payment processing and billing disputes.

11. Chargebacks and Payment Disputes

We strongly encourage customers to contact us directly before initiating a chargeback with their bank or credit card provider. Most issues can be resolved quickly and amicably through our customer support process. If a chargeback is filed without first contacting us, we reserve the right to provide evidence to the financial institution disputing the claim, which may delay resolution.

Fraudulent chargeback requests may result in your account being flagged or restricted from future use of our online ordering services.

12. Policy Updates

Church's Chicken reserves the right to update, modify, or amend this Refund Policy at any time. Changes will be effective upon posting to our website at chickchurchs.top. The effective date at the top of this page will be updated accordingly. We encourage you to review this policy periodically to stay informed of any changes.

13. Contact Information for Refund Requests

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