Refund Policy

Effective Date: May 20, 2026 | Last Updated: May 20, 2026

1. Overview

At Dave's Hot Chicken, we are committed to delivering a high-quality dining experience with every order. We take great pride in the preparation and presentation of our food. However, we understand that situations may arise where you are not fully satisfied with your order. This Refund Policy outlines the circumstances under which refunds, exchanges, or credits may be issued, the process for submitting a refund request, and the applicable timelines.

By placing an order through our website at daveshotchicken-eat.rest or any of our ordering platforms, you acknowledge that you have read, understood, and agreed to the terms outlined in this policy.

2. Eligibility Conditions for Refunds

Not all refund requests will be automatically approved. To be eligible for a refund, the following general conditions must be met:

• Your order was placed through an official Dave's Hot Chicken ordering channel (our website, authorized third-party delivery platforms, or in-store).
• The issue is reported within the applicable timeframe described in Section 3 of this policy.
• You can provide reasonable documentation or description of the issue (e.g., a photo of the incorrect or damaged item).
• The issue is attributable to an error on our part, such as an incorrect order, missing items, or a food safety concern.

2.1 Valid Grounds for a Refund

Refund requests are generally considered valid under the following circumstances:

• Wrong Item Received: You received an item that is different from what you ordered.
• Missing Items: One or more items from your order were not delivered or included.
• Food Quality Issue: The food was undercooked, spoiled, contaminated, or otherwise unfit for consumption upon delivery.
• Significant Preparation Error: Your order was prepared in a manner significantly different from what was specified (e.g., severe allergy-related concerns despite explicit instructions).
• Order Not Delivered: Your delivery order was never received, and this is confirmed by our records or the delivery partner.
• Duplicate Charges: You were charged more than once for a single order due to a technical error.

2.2 Conditions That Do Not Qualify for a Refund

The following circumstances generally do not qualify for a refund:

• Personal preference or a change of mind after the order has been prepared or delivered.
• Dissatisfaction with spice level when the correct heat level was selected during ordering.
• Orders that have been substantially consumed before a complaint is made.
• Delays caused by third-party delivery services outside of our control.
• Incorrect delivery address provided by the customer.
• Promotional or discounted items unless a separate defect or error is established.

3. Timeframes for Refund Requests

Timeliness is essential when submitting refund requests, particularly for food orders. Due to the perishable nature of food products, we require that all refund requests be submitted within the following timeframes:

Requests submitted outside these timeframes may not be eligible for a refund. We encourage all customers to inspect their orders upon receipt and contact us immediately if any issues are identified.

4. Non-Refundable Items and Services

Certain items and purchases are explicitly non-refundable. These include:

• Completed and Accepted Orders: Once an order has been delivered, picked up, and accepted by the customer without any immediate complaint, it is considered fulfilled.
• Gift Cards and Digital Vouchers: All gift card and voucher purchases are final and non-refundable unless required by applicable law.
• Promotional Items: Items provided free of charge or as part of a promotional deal are not eligible for individual refunds.
• Customized Orders: Orders that were customized per specific customer instructions, where the customization was correctly applied, are not eligible for refunds based on the customization itself.
• Delivery Fees: Delivery fees are non-refundable unless the non-delivery was the fault of Dave's Hot Chicken or our authorized delivery partner.
• Service and Platform Fees: Any additional service or platform fees charged through third-party ordering apps are subject to those platforms' own refund policies.

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

To initiate a refund request, please follow these steps carefully:

1. Step 1 – Document the Issue: Take clear photographs of the incorrect, missing, or unsatisfactory items as soon as the issue is discovered. Keep your receipt or order confirmation email accessible.
2. Step 2 – Contact Us Promptly: Reach out to our customer service team via email at [email protected] or visit our website at daveshotchicken-eat.rest within the applicable timeframe.
3. Step 3 – Provide Order Details: In your message, include the following information:
   • Full name and contact information
   • Order number or confirmation code
   • Date and time of the order
   • Description of the issue
   • Photographic evidence (where applicable)
   • Your preferred resolution (refund, replacement, or store credit)
4. Step 4 – Review Process: Our customer service team will review your request and may follow up with additional questions or requests for clarification. We aim to acknowledge all refund requests within 1–2 business days.
5. Step 5 – Resolution Notification: You will be notified via email of the outcome of your refund request. If approved, the refund will be processed according to the method outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to process depends on your original payment method. Please refer to the table below for estimated processing times:

Please note that while we process refunds promptly on our end, the actual time for funds to appear in your account may vary depending on your bank or financial institution. Dave's Hot Chicken is not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

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

• Only a portion of the items in an order were incorrect or missing.
• The food item was partially consumed before a legitimate quality issue was identified.
• A coupon, discount, or promotional credit was applied to the original order, and the refund amount is adjusted to reflect the actual amount paid.
• The issue affected only part of a bundle or combo order.

In cases of partial refunds, the refund amount will be calculated based on the value of the affected items only and will not include any portions of the order that were fulfilled correctly.

8. Exchange Policy

Dave's Hot Chicken does not operate a traditional product exchange program given the perishable nature of our food products. However, in situations where an order error is confirmed, we may offer a complimentary replacement of the affected item(s) rather than a monetary refund, subject to the following conditions:

• The replacement request is made within the applicable timeframe described in Section 3.
• The item is still available on our current menu.
• You are able to retrieve or receive the replacement (via delivery or in-store pickup, as applicable).

If a replacement is not feasible due to location, timing, or availability, we will issue a full or partial refund or store credit equivalent to the value of the affected item(s).

9. Cancellation Policy

Due to the fast-paced nature of food preparation at Dave's Hot Chicken, order cancellations are subject to strict time constraints.

9.1 Online and Delivery Orders

• Orders may be cancelled within 5 minutes of placement, provided that food preparation has not yet commenced.
• Once an order has entered the preparation phase, cancellations will not be accepted, and no refund will be issued.
• To cancel an order, please contact us immediately at [email protected] or through the ordering platform you used to place the order.

9.2 Pre-Orders and Catering Orders

• Catering or large group orders may be cancelled with a full refund if the cancellation is made at least 48 hours before the scheduled pickup or delivery time.
• Cancellations made between 24 and 48 hours in advance may be subject to a cancellation fee of up to 25% of the total order value.
• Cancellations made less than 24 hours before the scheduled time will not be eligible for a refund, as ingredients and resources will have already been allocated.

9.3 In-Store Orders

In-store orders cannot be cancelled once submitted to the kitchen. If an error is identified after placement, please speak to a staff member immediately, and we will do our best to accommodate a correction or replacement.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate your concern. Dave's Hot Chicken is committed to resolving all disputes fairly and in a timely manner.

10.1 Internal Escalation

If your initial refund request was denied or you believe the resolution was inadequate, you may request a review by contacting our customer service team at [email protected] and clearly stating that you wish to escalate your concern. Please include your original case reference number (if applicable) and any additional information to support your claim.

10.2 Consumer Protection Rights

As a customer in the United States, you are protected by applicable federal and state consumer protection laws. In particular:

• The Federal Trade Commission (FTC) Act prohibits unfair or deceptive practices in commerce. If you believe we have acted in violation of these standards, you may file a complaint with the FTC at www.ftc.gov.
• If you are a California resident, you may have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and state consumer protection statutes. You may contact the California Department of Consumer Affairs for further assistance.
• Customers in other states may contact their respective state attorney general's office or consumer protection agency.

10.3 Chargebacks

If you have disputed a charge with your bank or credit card issuer, please be aware that initiating a chargeback does not replace or substitute our internal refund process. We encourage customers to contact us directly before initiating a chargeback, as we are often able to resolve issues more efficiently. If a chargeback is filed for a transaction that has already been refunded by Dave's Hot Chicken, we reserve the right to provide documentation to your financial institution to contest the chargeback.

10.4 Informal Resolution

Prior to pursuing any formal legal remedy, we kindly ask that customers attempt to resolve any disputes informally by contacting our team. Most concerns can be resolved quickly through direct communication, and we genuinely value your feedback and the opportunity to make things right.

11. Contact Information for Refund Requests

For all refund-related inquiries, please reach out to our customer support team using the contact details below. We aim to respond to all inquiries within 1–2 business days.

12. Policy Updates

Dave's Hot Chicken reserves the right to modify or update this Refund Policy at any time. Any changes will be posted on our website at daveshotchicken-eat.rest with an updated effective date. Your continued use of our ordering platforms after any such changes constitutes your acceptance of the revised policy. We encourage customers to review this policy periodically to stay informed of any updates.