Refund Policy

Effective Date: May 10, 2026  |  Last Updated: May 10, 2026

1. Introduction

At Dave's Hot Chicken, we are committed to delivering an exceptional dining experience — whether you order in-store, online, or through a third-party delivery platform. We take great pride in the quality of our food, our service, and customer satisfaction. We understand that sometimes things do not go as expected, and this Refund Policy exists to clearly define your rights and our responsibilities when issues arise with your order.

This policy applies to all orders placed directly through our website at daves-chicken.rest, as well as orders placed in-person at our establishment. For orders placed through third-party platforms (such as DoorDash, Uber Eats, Grubhub, or others), the respective platform's refund and dispute policies may also apply. We encourage you to review those policies as well.

This Refund Policy is governed by applicable United States federal and state consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act. Where applicable, California residents may also have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and related consumer protection statutes.

2. Eligibility Conditions for Refunds

We want every customer to be satisfied with their experience. Refund requests will be considered under the following circumstances:

• Incorrect Order: You received items that are different from what you ordered (e.g., wrong heat level, wrong menu item, wrong quantity).
• Missing Items: Part of your order was not included in your delivery or pickup bag.
• Food Quality Issues: The food was spoiled, undercooked, overcooked, or otherwise unfit for consumption upon receipt.
• Allergic Reactions or Ingredient Errors: If you specified an allergy or dietary restriction at the time of ordering and the food was prepared without accommodating that request, causing harm or the reasonable risk thereof.
• Order Not Delivered: You paid for an order online or through our platform, and the order was not delivered and was not available for pickup.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error.

To be eligible for a refund, the issue must be reported within the timeframe specified in Section 3 below, and you must provide sufficient documentation (such as photos, order receipts, or a description of the issue) to help us investigate the matter fairly.

3. Timeframes for Refund Requests

Prompt reporting is essential when it comes to food-related concerns. We require that refund requests be submitted within the following timeframes:

Requests submitted after these deadlines may not be honored. We strongly encourage customers to inspect their orders upon receipt and report any problems immediately. Perishable food items degrade quickly, and delayed reports make it difficult for us to accurately assess the situation.

4. Non-Refundable Items and Situations

Not all situations qualify for a refund. The following are generally not eligible for refunds:

• Change of Mind: If you simply changed your mind about your order after it was prepared or delivered, a refund is not available.
• Heat Level Preference: Dave's Hot Chicken is known for bold, spicy flavors. If you ordered a heat level and found it too spicy or not spicy enough based on personal taste preferences (and the correct heat level was applied as ordered), this does not qualify for a refund.
• Partially Consumed Orders: If a significant portion of your food has been consumed and you then claim a quality issue, we reserve the right to deny or reduce the refund.
• Orders Modified After Submission: If you requested changes to your order after it was already prepared and those changes could not be accommodated, and you accepted the original order, a refund is not applicable.
• Third-Party Delivery Delays: Delays caused by third-party delivery drivers or platforms are outside our control. In such cases, the refund request must be directed to the relevant delivery platform.
• Gift Cards and Promotional Credits: Purchases of gift cards, promotional credits, and loyalty rewards are non-refundable and non-transferable.
• Catering Deposits: Deposits paid for catering orders are non-refundable if the cancellation occurs less than 72 hours before the scheduled event (see Section 8 for full Cancellation Policy).

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

Follow these steps to submit a refund request with Dave's Hot Chicken:

1. Step 1 – Gather Your Information: Collect all relevant details about your order, including your order number or confirmation email, date and time of the order, description of the issue, and any supporting photographs of the food or packaging.
2. Step 2 – Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: daves-chicken.rest
3. Step 3 – Provide Details: In your message, clearly describe the problem. Include your full name, contact information, order details, a description of the issue, and any photos or documentation that support your claim.
4. Step 4 – Wait for Confirmation: Our customer support team will acknowledge your refund request within 1–2 business days via email. We may contact you with follow-up questions or requests for additional information.
5. Step 5 – Review and Decision: After investigating your claim, we will notify you of our decision within 3–5 business days. If your refund is approved, we will initiate the refund process immediately.
6. Step 6 – Receive Your Refund: Refunds will be issued via the original payment method unless otherwise agreed upon. Please refer to Section 6 for processing timelines.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds on our end promptly, your bank or payment provider may have their own processing timelines which are outside of our control. If you have not received your refund within the stated timeframe, we recommend contacting your bank or card issuer first. If the issue persists, please contact us at [email protected].

7. Partial Refunds

In some circumstances, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only a portion of your order was incorrect, missing, or of unsatisfactory quality.
• A significant amount of the food was consumed before the complaint was raised, yet some legitimate quality issue is confirmed.
• A promotional discount or coupon was applied to your order; the refund will reflect the actual amount paid rather than the full menu price.
• The refund is issued as store credit rather than to the original payment method, at the discretion of Dave's Hot Chicken and with the customer's agreement.

The amount of any partial refund will be calculated based on the specific items or portions of the order affected by the issue. We will communicate the exact refund amount to you before processing.

8. Cancellation Policy

We begin preparing your food shortly after an order is placed to ensure freshness and timely delivery. As a result, our cancellation window is limited:

8.1 Online and In-Store Orders

• Orders may be cancelled within 5 minutes of placement, provided preparation has not yet begun.
• If your order is already being prepared, cancellation may not be possible and a refund may not be issued.
• To request a cancellation, contact us immediately at [email protected] or call us directly via the phone number listed on our website.

8.2 Catering and Large Group Orders

• Catering orders may be cancelled with a full refund if the cancellation is made at least 72 hours before the scheduled event date and time.
• Cancellations made between 24 and 72 hours before the event will receive a 50% refund or full store credit at the customer's preference.
• Cancellations made less than 24 hours before the event are non-refundable.
• Deposits for catering services are non-refundable once the 72-hour cancellation window has passed.

9. Exchange Policy

Due to the perishable nature of food products, traditional exchanges (as in retail environments) are generally not applicable. However, we do offer the following remedies when an order-related issue is confirmed:

• Replacement Order: If you received an incorrect item or your food was significantly below quality standards, we may offer to prepare and deliver or provide a replacement item at no additional charge, subject to availability and operational feasibility.
• Store Credit: In lieu of a cash refund, we may offer store credit equivalent to the value of the affected items. Store credit can be used toward future orders and does not expire.
• Menu Substitution: If a specific menu item is unavailable at the time of your order, we may offer a substitution of equal or greater value with your consent.

Exchanges or replacements must be requested within the same timeframes outlined in Section 3 of this policy. We reserve 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, we encourage you to escalate the matter through the following process:

10.1 Internal Escalation

Contact our management team directly at [email protected] with the subject line "Refund Dispute – [Your Order Number]". Please include all previous correspondence and any additional information that may support your case. A senior team member will review your dispute within 5 business days.

10.2 Chargeback and Credit Card Disputes

You have the right to dispute a charge with your credit card issuer or bank (commonly known as a "chargeback") if you believe a charge was unauthorized or if a refund was promised but not delivered. We ask that you contact us first before initiating a chargeback, as we are often able to resolve the matter more quickly through direct communication. Unwarranted chargebacks may result in the suspension of your ordering privileges.

10.3 Consumer Protection Agencies

If your dispute remains unresolved through our internal process, you may contact the following consumer protection bodies:

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-382-4357
• Your State Attorney General's Office: Each U.S. state maintains a consumer protection division that handles business disputes.
• Better Business Bureau (BBB): www.bbb.org

10.4 Governing Law

This Refund Policy and any disputes arising from it shall be governed by the laws of the United States and the applicable laws of the state in which the transaction took place. Any unresolved disputes that proceed to formal legal action shall be subject to the jurisdiction of the appropriate courts in that state.

11. Changes to This Refund Policy

Dave's Hot Chicken reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at daves-chicken.rest with an updated effective date. Your continued use of our services after any changes are posted constitutes your acceptance of the updated policy. We encourage you to review this page periodically.

12. Contact Information

For all refund requests, questions, or concerns related to this policy, please reach out to our customer support team: