Refund Policy

At Dave's Hot Chicken, we are committed to delivering a satisfying experience with every order. We understand that issues can occasionally arise, and this Refund Policy outlines your rights and our procedures for addressing concerns related to purchases made through our website at daves-hotchicken.digital or through any of our supported ordering channels. Please read this policy carefully before placing an order.

1. Overview

This Refund Policy applies to all food orders, merchandise purchases, and any other transactions completed through Dave's Hot Chicken. By placing an order with us, you agree to the terms outlined in this policy. We encourage all customers to review their orders carefully before finalizing a purchase. Our team is dedicated to resolving any legitimate concerns promptly and fairly in accordance with applicable United States consumer protection laws, including guidelines established by the Federal Trade Commission (FTC).

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received an item that is different from what you ordered (wrong food item, wrong heat level, wrong quantity).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food you received was inedible, spoiled, or significantly below acceptable quality standards at the time of delivery or pickup.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a system or processing error.
• Canceled Orders: Your order was canceled by Dave's Hot Chicken due to unavailability of ingredients, store closure, or other operational reasons before fulfillment.
• Failed Delivery: An order placed for delivery was never received and cannot be confirmed as delivered through tracking records.
• Allergenic Concerns: You received a product containing an allergen that was not disclosed on the menu and that you specifically requested to omit.

Refunds will not be considered if the reason for the request falls outside the above categories or does not meet the conditions described in this policy. Each request is reviewed individually, and Dave's Hot Chicken reserves the right to determine eligibility at its discretion.

3. Timeframes for Refund Requests

To ensure that your concern can be properly investigated, all refund requests must be submitted within the timeframes listed below:

Requests submitted after these deadlines may not be eligible for a refund. We encourage customers to inspect their orders upon receipt and contact us as soon as possible if an issue is identified.

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for a refund:

• Change of mind: Refunds will not be issued simply because you changed your mind about a food item after the order was placed and prepared.
• Customization errors made by the customer: If you selected incorrect options, heat levels, or add-ons during the ordering process and the order was prepared as requested, no refund will be issued.
• Partially consumed meals: Refunds are not available for food items that have been substantially eaten and then claimed to be unsatisfactory without documented evidence of a legitimate quality issue.
• Promotional or discounted items: Items purchased using promotional codes, limited-time discounts, or special offers may not be eligible for a refund unless there is a verified quality or fulfillment issue.
• Digital gift cards: Once a digital gift card has been redeemed or used, the remaining balance is non-refundable.
• Delivery fees: Third-party delivery service fees are generally non-refundable and are subject to the respective platform's refund policy.
• Service fees and taxes: Platform service fees and applicable sales taxes collected at the time of purchase are non-refundable unless the entire order qualifies for a full refund.

5. How to Request a Refund

To submit a refund request, please follow the steps outlined below:

1. Gather Your Order Information: Before contacting us, please have the following details ready:
   • Your order confirmation number or receipt
   • The date and time your order was placed
   • A description of the issue
   • Photographic evidence (if applicable, such as for incorrect or quality-related issues)
2. Contact Us: Reach out to our customer support team through one of the following methods:
   • Email: [email protected]
   • Website: daves-hotchicken.digital
3. Provide Your Details: In your message, include your full name, contact information, order number, a description of the issue, and any supporting photos or documentation.
4. Wait for Confirmation: Our team will acknowledge your request within 1–2 business days and may follow up with additional questions to investigate your concern.
5. Refund Decision: After reviewing your request, we will notify you of our decision via email. If approved, your refund will be processed according to the timelines described in Section 7 of this policy.

6. Partial Refunds

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

• Only some items in a multi-item order were missing or incorrect, while the remainder of the order was fulfilled properly.
• A food item was partially consumed before a quality concern was identified, making it difficult to fully verify the issue.
• A discount, coupon, or promotional credit was applied to the original order, and the refund is calculated based on the amount actually paid for the affected item.
• The customer is found to have contributed to the issue (for example, incorrect delivery address provided by the customer leading to a delayed delivery).
• The issue reported affects only one aspect of the order, such as a missing sauce or side item, rather than the main entree.

The amount of a partial refund will be calculated based on the actual value of the affected item(s) at the price paid, minus any applicable discounts.

7. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will vary depending on the payment method used at the time of purchase:

Please note that while we process refunds from our end promptly, the actual time for funds to appear in your account depends on your bank or financial institution. Dave's Hot Chicken is not responsible for additional delays caused by third-party banks or payment processors. If you have not received your refund after the estimated processing period, please contact your bank before reaching out to us.

8. Exchange Policy

Due to the perishable nature of food products, we are generally unable to offer direct exchanges for food items. However, in cases where an incorrect item was delivered, we will work to make it right by:

• Issuing a store credit for the value of the incorrect item to be used on a future order; or
• Providing a complimentary replacement item with your next in-store or online order, where operationally feasible.

For non-food merchandise items (such as branded apparel or accessories), exchanges may be available within 30 days of purchase provided the item is unused, in its original packaging, and accompanied by proof of purchase. Please contact us at [email protected] to initiate an exchange request for merchandise.

9. Cancellation Policy

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

9.1 Customer-Initiated Cancellations

• Before Order Preparation Begins: If you contact us immediately after placing your order and it has not yet entered preparation, we will do our best to cancel the order and issue a full refund.
• After Preparation Has Begun: Once your order has entered the preparation phase, it cannot be canceled, and no refund will be issued for a change of mind. Food preparation begins quickly after an order is confirmed to ensure freshness and timely delivery.
• Online Orders via Third-Party Platforms: If your order was placed through a third-party delivery platform such as DoorDash, Uber Eats, or Grubhub, cancellation requests must be directed to the respective platform, as Dave's Hot Chicken does not control cancellation windows for third-party orders.

9.2 Dave's Hot Chicken-Initiated Cancellations

Occasionally, we may need to cancel an order on our end due to circumstances such as:

• Ingredient unavailability or stock shortages
• Temporary store closures due to maintenance, weather, or other operational issues
• Technical errors affecting order processing
• Suspected fraudulent activity

In such cases, you will be notified as soon as possible, and a full refund will be issued to your original payment method within the timeframes outlined in Section 7.

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 the following process:

10.1 Internal Escalation

If your initial refund request was denied or you are dissatisfied with our response, you may request a review by a senior member of our customer service team. Please send a detailed email to [email protected] with the subject line "Refund Dispute – [Your Order Number]" and include all relevant documentation. Our team will respond within 5 business days with a final determination.

10.2 Chargeback and Payment Disputes

You have the right to contact your bank or credit card issuer to initiate a chargeback if you believe you were charged incorrectly and we were unable to resolve the matter. However, we encourage you to work with our team first, as most issues can be resolved more quickly through direct communication. In the event of a chargeback dispute, Dave's Hot Chicken will provide all relevant evidence to the payment processor in accordance with applicable payment network rules.

10.3 Consumer Protection Resources

If you believe your consumer rights have been violated, you may also file a complaint with the following regulatory bodies:

• Federal Trade Commission (FTC): www.ftc.gov — for unfair or deceptive business practices
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov — for payment and billing disputes
• Your State Attorney General's Office: For state-specific consumer protection matters
• Better Business Bureau (BBB): www.bbb.org — for mediation of business disputes

11. Orders Placed Through Third-Party Platforms

If your order was placed through a third-party delivery application (such as DoorDash, Uber Eats, Grubhub, Postmates, or similar services), please be aware of the following:

• The refund process for those orders is primarily governed by the respective platform's own refund and dispute policy.
• Dave's Hot Chicken does not have direct access to billing records for third-party platform orders and may have limited ability to issue refunds for such transactions.
• We recommend initiating your refund request directly through the platform app or website where you placed your order.
• You may also contact us at [email protected] if you need assistance, and we will cooperate with the platform to help resolve your concern to the extent possible.

12. Fraud Prevention

Dave's Hot Chicken reserves the right to deny refund requests that appear to be fraudulent, abusive, or made in bad faith. We monitor refund activity to detect patterns of misuse. If we identify a pattern of repeated refund claims from the same customer or account, we reserve the right to restrict future orders, decline refund requests, or take appropriate legal action as permitted by applicable law.

13. Amendments to This 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-hotchicken.digital with an updated effective date. Continued use of our services after any modification constitutes your acceptance of the revised policy. We encourage you to review this page periodically to stay informed of any updates.

14. Contact Information

If you have any questions, concerns, 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, during standard business hours. We strive to respond to all inquiries within 1–2 business days.