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 issues may occasionally arise with your order, and we want to make sure that every concern is addressed fairly and promptly. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are handled for orders placed through our website at chickenchurch.rest or through any affiliated ordering channels.

Please read this policy carefully before placing your order. By completing a purchase through our platform, you acknowledge that you have read, understood, and agreed to the terms set forth in this Refund Policy.

1. Eligibility for Refunds

We strive to ensure that every order meets our quality standards. Refunds may be issued under the following qualifying circumstances:

• Incorrect Order: You received items that differ from what you ordered (wrong items, missing items, or wrong quantities).
• Food Quality Issues: The food received was spoiled, undercooked, or otherwise not fit for consumption at the time of delivery or pickup.
• Significant Delivery Delays: Your order was delivered significantly later than the estimated delivery time, rendering the food unacceptable in quality or temperature.
• Order Not Received: Your order was confirmed and charged, but was never delivered or made available for pickup.
• Duplicate Charges: You were charged more than once for the same order due to a technical error on our platform.

To be eligible for a refund, the issue must be reported within the timeframe specified in Section 2 of this policy. Refunds are evaluated on a case-by-case basis, and we reserve the right to request supporting documentation, such as photographs of the food or a description of the issue encountered.

2. Timeframes for Refund Requests

The following timeframes apply to refund requests based on the nature of the issue:

Requests submitted outside of these timeframes may not be eligible for a refund. We recommend saving your order confirmation, receipt, and any relevant photographs to support your claim.

3. Non-Refundable Items and Situations

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

• Change of Mind: Refunds are not issued because a customer simply changed their mind after the order was placed and prepared.
• Partially Consumed Orders: Food that has been substantially eaten or consumed is not eligible for a refund, unless the issue was discovered after partial consumption and reported immediately.
• Customization Errors by Customer: If you selected incorrect items, sizes, or customizations at the time of ordering, this does not qualify for a refund. Please review your order carefully before submitting.
• Promotional and Discounted Items: Certain promotional offers, limited-time deals, or deeply discounted items may be non-refundable as indicated at the time of purchase.
• Gift Cards and Store Credits: Purchases of gift cards or store credit are final and non-refundable.
• Delivery Fees: Delivery and service fees are non-refundable unless the order was not delivered due to an error on our part.
• Late Requests: Claims submitted beyond the timeframes specified in Section 2 are not eligible for refunds.

4. How to Request a Refund

To request a refund, please follow the step-by-step process outlined below:

1. Step 1 – Gather Your Information: Locate your order confirmation number, the date and time of your order, and any evidence supporting your refund claim (e.g., photos of incorrect or low-quality food items, screenshots of duplicate charges).
2. Step 2 – Contact Our Support Team: Reach out to our customer support team using one of the methods listed in Section 10 of this policy. Email is the preferred method for refund requests to ensure proper documentation.
3. Step 3 – Provide Required Details: In your message or call, include the following information:
   • Full name
   • Order confirmation number
   • Contact email address and phone number
   • Date and time the order was placed and received
   • A clear description of the issue
   • Any supporting photos or documentation
4. Step 4 – Await Review: Our customer service team will review your request within 2 to 3 business days. We may contact you for additional information if necessary.
5. Step 5 – Receive Decision: You will be notified of our decision via email or phone. If your refund is approved, it will be processed according to the timelines described in Section 5.

5. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to reflect in your account depends on your original payment method:

Please be aware that while we process refunds promptly on our end, the final credit timeline is subject to your financial institution's processing procedures, which are beyond our control. If you have not received your refund within the timeframe listed above, we recommend contacting your bank or payment provider first before reaching out to us.

6. Partial Refunds

In some cases, a partial refund may be more appropriate than a full refund. Partial refunds may be granted under the following conditions:

• Partial Order Issue: Only specific items in your order were incorrect, missing, or of substandard quality, rather than the entire order.
• Minor Presentation Issues: The food was correct and safe to eat but had minor presentation concerns (e.g., sauce placed incorrectly, item slightly smaller than expected).
• Late Delivery with Partial Consumption: The order arrived late, but you chose to consume part of it. In this case, a partial refund corresponding to the inconvenience may be offered.
• Promotional Discount Applied: If a discount was applied at checkout, the refund amount will reflect the actual amount paid rather than the full item price.

The amount of a partial refund will be determined at our discretion based on a fair assessment of the situation. We are committed to resolving all issues in a manner that reflects the value of what was not received or was substandard.

7. Exchange Policy

Where operationally possible, we may offer an exchange rather than a monetary refund. Exchanges are subject to the following conditions:

• The issue is reported at the time of pickup or within a reasonable time frame for delivery orders (within 1 hour of receipt).
• The original item(s) or a reasonable portion thereof are returned to the store or confirmed via photograph for delivery orders.
• The requested exchange item is available at the time of the request.
• Exchanges are limited to items of equal or lesser value to the original purchase. If the replacement item is of greater value, the difference must be paid by the customer.

Exchanges are handled primarily at the restaurant or store level for in-person orders. For online orders, please contact our customer support team to arrange an appropriate resolution, which may include an exchange, store credit, or refund depending on the circumstances.

8. Cancellation Policy

Orders placed through chickenchurch.rest enter our preparation queue almost immediately. As a result, our cancellation window is very limited. Please review the following cancellation terms:

8.1 Online and App Orders

• Within 5 Minutes of Placement: You may cancel your order for a full refund if it has not yet entered the preparation stage. Please contact us immediately via phone or email to request a cancellation.
• After 5 Minutes: Once your order has entered preparation, it cannot be cancelled, and no refund will be issued for a cancellation request made after this point.

8.2 Catering and Large Orders

For catering orders or bulk orders placed in advance:

• More than 48 hours before scheduled delivery/pickup: Full refund available.
• 24 to 48 hours before scheduled delivery/pickup: 50% refund available.
• Less than 24 hours before scheduled delivery/pickup: No refund will be issued, as preparations will have commenced.

To cancel a catering order, please email us at [email protected] with your order number, contact details, and the reason for cancellation.

9. Dispute Resolution

We are committed to resolving all customer concerns in a fair, timely, and transparent manner. If you are dissatisfied with the outcome of a refund request, the following dispute resolution process applies:

9.1 Internal Escalation

If your initial refund request is denied or you are not satisfied with the resolution offered, you may request an escalation by contacting our customer support team and asking for a supervisor review. Please reference your original case or ticket number when escalating.

9.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute unauthorized or erroneous charges with your bank or credit card issuer through the chargeback process. We encourage you to contact us first before initiating a chargeback, as most issues can be resolved directly and more quickly through our customer service team. However, we fully respect your right to pursue this avenue if necessary.

9.3 Consumer Protection

This policy is governed by and interpreted in accordance with the laws of the United States. Consumer protection rights under the Federal Trade Commission (FTC) Act apply to all transactions. For California residents, additional protections under the California Consumer Privacy Act (CCPA/CPRA) may apply with respect to how your personal data is handled in connection with any refund or dispute process.

9.4 Informal Resolution

Before pursuing any formal legal action, we request that you contact us directly to allow us an opportunity to resolve the matter amicably. Most issues can be resolved quickly and fairly through open communication.

9.5 Governing Law and Jurisdiction

Any disputes that cannot be resolved through informal means shall be subject to the jurisdiction of the courts of the United States. Nothing in this policy limits your rights under applicable federal or state consumer protection laws.

10. Contact Information for Refund Requests

For all refund-related inquiries, exchanges, cancellations, or disputes, please contact our customer support team using the information below. We aim to respond to all inquiries within 1 to 2 business days.

When reaching out, please include the following in your message to help us process your request efficiently:

• Your full name
• Order number or confirmation code
• Date and time of the order
• Nature of the issue
• Any supporting photographs or documentation

11. Changes to This Refund Policy

We reserve the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with an updated effective date. It is your responsibility to review this policy periodically for any changes. Continued use of our website or services following the posting of changes constitutes your acceptance of those changes.

If any significant changes are made to this policy, we will make reasonable efforts to notify customers via email or a prominent notice on our website.

This Refund Policy was last reviewed and updated on April 7, 2026. All rights reserved.