Refund Policy

Effective Date: June 26, 2026 | Last Updated: June 26, 2026

1. Introduction

At Dave's Hot Chicken, we are committed to delivering exceptional food quality and a satisfying customer experience with every order. We understand that there are occasions when an order may not meet your expectations, and we have established this Refund Policy to address those situations fairly and transparently.

This policy governs all transactions conducted via our website at daveshotchickengo.digital, including online orders for delivery and pickup. We strive to resolve all refund and complaint matters promptly and in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act.

2. Eligibility Conditions for Refunds

We want every customer to enjoy their Dave's Hot Chicken experience. Refunds may be granted under the following conditions:

• Incorrect Order: You received items that are different from what you ordered (e.g., wrong spice level, wrong menu item).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food delivered or prepared was of unacceptable quality, such as being undercooked, spoiled, or otherwise unfit for consumption.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical or processing error.
• Order Not Received: A confirmed delivery order was never received and cannot be located by the delivery partner or our team.
• Allergic Reactions Due to Mislabeling: If an item was mislabeled and caused an adverse reaction due to undisclosed allergens, a refund review will be initiated immediately.

To be eligible for a refund, you must meet the applicable timeframe requirements described in Section 3 below and provide sufficient documentation to support your claim.

3. Timeframes for Refund Requests

Timely reporting is essential to our ability to investigate and process refund requests effectively. The following timeframes apply:

Requests submitted outside of these windows may not qualify for a refund. We encourage customers to inspect their orders immediately upon receipt to ensure accuracy and quality.

4. Non-Refundable Items and Services

Certain purchases and situations are not eligible for refunds. These include, but are not limited to:

• Change of Mind: Orders that have been prepared, dispatched, or picked up cannot be refunded simply due to a change of preference or appetite.
• Consumed Orders: Refunds will not be issued for orders that have been largely or fully consumed with a complaint submitted after the fact.
• Customization Errors by Customer: If you selected incorrect options, spice levels, or add-ons during checkout, we are not responsible for the resulting order discrepancy.
• Delivery Delays Caused by Third Parties: Delays caused by third-party delivery services, traffic, weather conditions, or other factors outside of our control do not qualify for a full refund, though a partial adjustment may be considered.
• Promotional or Discounted Items: Items purchased using promotional codes, special discounts, or limited-time offers may have restricted or no refund eligibility.
• Gift Cards and Vouchers: Digital gift cards and promotional vouchers are non-refundable once issued or redeemed.
• Catering Deposits: Non-refundable deposits paid to reserve catering services are not eligible for return unless cancellation is made within the specified cancellation window (see Section 8).

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

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

1. Step 1 – Gather Your Information: Before contacting us, have the following ready:
   • Your full name and contact information
   • Order number or confirmation email
   • Date and time of your order
   • A clear description of the issue
   • Photographs of the item(s) in question (highly recommended for food quality complaints)
2. Step 2 – Contact Our Support Team: Reach out to us through one of the following channels:
   • Email: [email protected]
   • Website: daveshotchickengo.digital
3. Step 3 – Submit Your Claim: In your message, include your order details, a description of the problem, and any supporting photos or evidence. Use the subject line: "Refund Request – Order #[Your Order Number]".
4. Step 4 – Await Confirmation: Our customer service team will acknowledge receipt of your request within 1–2 business days.
5. Step 5 – Review and Decision: Our team will review your claim and may follow up with additional questions. A decision will be communicated to you within 3–5 business days of receiving all required information.
6. Step 6 – Refund Issuance: If your request is approved, the refund will be processed according to the timelines described in Section 6 below.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, your financial institution or payment provider may take additional time to post the credit to your account. We have no control over these external processing timelines.

7. Partial Refunds

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

• Only a portion of your order was incorrect, missing, or unsatisfactory.
• The order was partially consumed before the quality issue was identified.
• A delivery delay affected only part of your order's quality or temperature.
• A promotional discount was applied to your order, and the refund is calculated on the amount actually paid for the specific item(s) in question.
• Customer dissatisfaction is subjective and not directly attributable to a preparation or quality error on our part.

The amount of any partial refund will be communicated clearly to you before processing, and you will have the opportunity to accept the partial refund or escalate the matter through our dispute resolution process.

8. Cancellation Policy

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

8.1 Standard Online Orders

• Before Preparation Begins: You may cancel your order for a full refund if the kitchen has not yet begun preparing your food. This window is typically within 2–5 minutes of placing your order, depending on order volume and location.
• After Preparation Has Begun: Once food preparation has started, cancellations are generally not accepted. In extenuating circumstances, a store credit may be offered at our discretion.

8.2 Catering and Large Group Orders

• Cancellation 72+ Hours in Advance: Full refund of any deposit or pre-payment made.
• Cancellation 24–72 Hours in Advance: 50% refund of the total pre-paid amount.
• Cancellation Within 24 Hours: No refund will be issued. The full order amount will be forfeited.

To cancel an order, contact us immediately via email at [email protected] with your order number and the reason for cancellation.

9. Exchange Policy

Due to the perishable nature of food products, traditional item-for-item exchanges are handled on a case-by-case basis. Our exchange policy works as follows:

• In-Store Exchanges: If you pick up an order in-store and immediately identify an issue before leaving the premises, our staff will do their best to correct your order at no additional charge.
• Delivery Orders: For delivery orders, returning food items is generally not required. Instead, we may offer a replacement order (subject to availability and service area), store credit, or a refund as the most appropriate resolution.
• Wrong Spice Level or Customization: If your order was prepared with the wrong spice level or customization due to our error, we will offer to remake your order or issue a store credit equivalent to the value of the affected items.

All exchange decisions are made at the discretion of the management team and are subject to verification of the original order details.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, you have the right to escalate the matter through our formal dispute resolution process.

10.1 Internal Escalation

If your initial refund request is denied or you believe the decision was made in error, you may request a secondary review by emailing [email protected] with the subject line "Escalation – Refund Dispute – Order #[Your Order Number]". Please include all prior correspondence and any additional evidence. A senior member of our team will review your case within 5–7 business days.

10.2 Chargeback and Payment Disputes

If you choose to dispute a charge with your bank or credit card provider, please be aware of the following:

• We encourage customers to contact us directly before initiating a chargeback, as we are often able to resolve disputes more quickly through direct communication.
• Filing a chargeback without first contacting us may result in a delay in resolution and could affect your ability to place future orders with us.
• We will cooperate fully with your financial institution during any chargeback review and will provide all relevant transaction records.

10.3 Consumer Protection Resources

As a customer in the United States, you have additional rights under federal consumer protection laws. If you believe your rights have been violated, you may file a complaint with:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General office for local consumer protection matters.

10.4 Governing Law

This Refund Policy is governed by the laws of the United States and the applicable state laws of the jurisdiction in which the relevant transaction occurred. Any unresolved disputes shall be subject to binding arbitration or small claims court, as mutually agreed upon by both parties.

11. Changes to This Refund Policy

Dave's Hot Chicken reserves the right to modify, update, or amend this Refund Policy at any time. Any changes will be reflected on this page with an updated effective date. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our services following any changes constitutes acceptance of the revised policy.

12. Contact Information for Refund Requests

If you have any questions about this Refund Policy, need to initiate a refund request, or require assistance with your order, please contact our customer support team using the information below: