Refund Policy

At Church's Chicken, we are committed to delivering high-quality food and an exceptional dining experience to every customer. We understand that situations may arise where a refund or exchange is necessary. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are handled. By placing an order through our website chickenzchurch.top or at any of our participating locations, you agree to the terms described in this policy.

We encourage you to read this policy carefully before making a purchase. If you have any questions, please do not hesitate to contact our customer support team using the contact information provided at the end of this document.

1. Eligibility Conditions for Refunds

We want every customer to be fully satisfied with their order. Refunds may be issued under the following conditions:

• Incorrect Order: You received an item or items that differ from what you ordered, either in type, size, or quantity.
• Missing Items: One or more items included in your order were not delivered or provided at the point of sale.
• Food Quality Issues: The food received was undercooked, spoiled, contaminated, or otherwise did not meet basic food safety and quality standards.
• Allergic Reactions Due to Mislabeling: If a product was incorrectly described and caused an allergic reaction as a direct result of inaccurate ingredient information provided by us.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error on our platform.
• Order Not Received: For delivery orders, the order was never delivered and no proof of delivery was established.
• Technical Payment Errors: A payment was processed successfully but no order confirmation was generated due to a system error on our end.

Refund eligibility is assessed on a case-by-case basis. We reserve the right to request supporting documentation such as photos, order confirmation numbers, or receipts to verify the claim before processing any refund.

2. Timeframes for Refund Requests

To ensure your refund request is handled efficiently and accurately, all claims must be submitted within the following timeframes:

Requests submitted after these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders immediately upon receipt and contact us promptly if any issue is identified.

3. Non-Refundable Items and Services

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

• Change of Mind: Orders that have already been prepared and are correct as placed are not eligible for refunds simply because the customer changed their mind after placing the order.
• Partially Consumed Food: Items that have been significantly consumed and do not present a verifiable quality defect will not qualify for a full refund.
• Customization Errors by the Customer: If a customer selected incorrect options, sizes, or add-ons during the ordering process, we are not liable for a refund on those items.
• Promotional and Discounted Items: Items purchased as part of limited-time promotions, discount bundles, or complimentary offers are generally non-refundable unless a quality issue is demonstrated.
• Delivery Fees: Third-party delivery fees charged by external platforms or delivery services are non-refundable by us, as these fees are controlled by third-party providers.
• Gift Cards and Vouchers: Once purchased and activated, gift cards and digital vouchers are non-refundable and cannot be exchanged for cash.
• Catering Deposits: Non-refundable deposits placed for catering or large group orders as specified in individual catering agreements.

4. How to Request a Refund

Follow these steps to submit a refund request efficiently:

1. Gather Your Information: Before contacting us, please have the following ready:
   • Your order confirmation number or receipt
   • The date and time of your order
   • A description of the issue
   • Photographs of the affected food item(s), if applicable
   • The payment method used
2. Contact Our Customer Support Team: Reach out to us through one of the following channels:
   • Email: [email protected]
   • Website: chickenzchurch.top
3. Submit Your Request: Provide all required information and clearly explain the nature of your complaint or issue. Attach any supporting documentation such as photos or screenshots.
4. Await Confirmation: Our team will acknowledge receipt of your request within 1–2 business days.
5. Review and Decision: Our customer service team will review your case and may follow up with additional questions. A final decision will be communicated within 5–7 business days of receiving all necessary information.
6. Refund Issuance: If your refund is approved, it will be processed according to the timelines described in Section 5 below.

5. Refund Processing Times by Payment Method

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

Please be aware that while we process refunds promptly on our end, the time it takes for the refund to appear in your account depends on your financial institution or payment provider. We are not responsible for delays caused by banks or third-party payment processors.

6. Partial Refunds

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

• Only specific items in a multi-item order are affected by an issue, while the rest of the order was delivered correctly and in good condition.
• The food quality concern applies to a portion of the order rather than the entire order.
• A promotional discount was applied, and the refund amount is adjusted to reflect the actual price paid for the specific affected item(s).
• A customer partially consumed an item before identifying the issue, and the issue can still be verified upon inspection.
• An order was partially fulfilled due to stock or availability issues.

The amount of a partial refund will be calculated based on the actual price paid for the specific item(s) in question, minus any applicable discounts or promotional savings tied to those items.

7. Exchange Policy

We recognize that sometimes a replacement may be more appropriate than a refund. Our exchange policy applies under the following conditions:

• Wrong Item Received: If you received an incorrect item, we will arrange for the correct item to be prepared and provided to you at no additional charge, subject to availability.
• Quality Defect: If a food item fails to meet our quality standards, we may offer to replace it with a fresh preparation of the same item.
• In-Store Exchanges: Exchanges for incorrect or defective items are typically handled at the store level. Please speak directly with a store manager and bring your receipt or proof of purchase.
• Online Order Exchanges: For orders placed online, please contact our customer support team to arrange an exchange. We will coordinate with the relevant location to fulfill your replacement.

Exchanges are subject to item availability and must be requested within the same timeframes applicable to refund requests as outlined in Section 2. Exchanges cannot be made for items that have been significantly consumed or that do not present a verifiable defect.

8. Cancellation Policy

We understand that plans can change. Here is how cancellations are handled:

8.1 Standard Orders

Because our food is freshly prepared, cancellations must be requested immediately after placing the order and before food preparation begins. Once preparation has started, cancellations may not be possible, and a refund may not be issued.

• If you placed an order online and wish to cancel, contact us immediately at [email protected] or call the location directly.
• Cancellations requested before food preparation begins will receive a full refund.
• Cancellations requested after preparation has begun may result in a partial refund or no refund, at our discretion.

8.2 Catering and Large Group Orders

For catering or large group orders, the following cancellation terms apply:

All catering cancellation requests must be submitted in writing via email to [email protected]. Verbal cancellations are not accepted.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to pursue the following dispute resolution steps:

1. Internal Escalation: Request that your case be escalated to a senior customer service representative or manager by responding to your original support email or calling the relevant store location. Our management team will review your complaint and aim to provide a resolution within 3–5 additional business days.
2. Written Formal Complaint: If the matter remains unresolved, you may submit a formal written complaint to our customer service team at [email protected]. Please include all documentation related to your original request and the outcome you are seeking.
3. Chargeback Request: If you believe you have been charged incorrectly and we have been unable to resolve the matter, you may have the right to file a chargeback request with your credit card issuer or bank. We comply with all chargeback processes governed by payment card network rules.
4. Consumer Protection Agencies: As a business operating in the United States, customers have the right to file complaints with relevant consumer protection authorities. In the United States, you may contact the Federal Trade Commission (FTC) at www.ftc.gov or your state's consumer protection office. We are committed to complying with applicable federal and state consumer protection laws, including the FTC Act and relevant state regulations.
5. Mediation or Arbitration: For unresolved disputes involving significant amounts, both parties may agree to engage in good-faith mediation or binding arbitration as an alternative to litigation, in accordance with applicable laws.

10. Applicable Law

This Refund Policy is governed by and construed in accordance with the laws of the United States of America. Specific consumer protection rights may also be provided under the laws of the state in which you reside. Nothing in this policy is intended to limit or waive any statutory rights you may have under applicable law, including but not limited to rights under the Federal Trade Commission Act (FTC Act) and any applicable state consumer protection statutes.

11. Amendments to This Policy

We reserve the right to modify, update, or revise this Refund Policy at any time. Any changes will be posted on our website at chickenzchurch.top with the updated effective date. Continued use of our services following any changes constitutes your acceptance of the revised policy. We encourage you to review this page periodically to stay informed about our refund practices.

12. Contact Information for Refund Requests

For all refund-related inquiries, exchanges, cancellations, or disputes, 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 aim to respond to all inquiries within 1–2 business days. For urgent matters related to food safety, allergic reactions, or significant billing errors, please indicate "URGENT" in the subject line of your email to ensure priority handling.