Refund Policy

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

At Dave's Hot Chicken, customer satisfaction is our top priority. We understand that issues can occasionally arise with food orders, and we are committed to resolving them in a fair, transparent, and timely manner. This Refund Policy outlines the conditions under which refunds, exchanges, and cancellations are accepted, as well as the procedures for submitting a refund request.

This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive practices in commerce. We strive to comply fully with all applicable regulations and to treat every customer with respect and fairness.

1. Eligibility Conditions for Refunds

Not every situation automatically qualifies for a refund. Dave's Hot Chicken evaluates each refund request on a case-by-case basis. However, the following conditions generally make a customer eligible for a full or partial refund:

• Incorrect Order: You received items that do not match what you ordered (e.g., wrong spice level, wrong menu item, or missing items).
• Food Quality Issues: The food was delivered in a condition that is clearly unsatisfactory — undercooked, spoiled, or otherwise not meeting reasonable food quality standards at the time of delivery or pickup.
• Allergic Ingredients Not Disclosed: If an item contained an allergen not listed in our menu description and you suffered an adverse reaction, you may be eligible for a refund and may also be entitled to additional remedies under applicable law.
• Order Not Received: Your order was confirmed and paid for but never arrived and was not made available for pickup within the expected timeframe.
• Duplicate Charges: You were charged more than once for the same order due to a technical error on our platform.
• Significant Delay: Your order was excessively delayed beyond the estimated delivery or pickup time due to factors within our control, rendering the food unsuitable for consumption.

Refund eligibility does not apply if the dissatisfaction is based solely on personal taste preferences or subjective opinions about flavor, spice intensity, or portion size — provided the item was correctly described and prepared according to our standard menu specifications.

2. Timeframes for Refund Requests

Timeliness is essential when requesting a refund for food-related issues. Because food is a perishable product, we require that refund requests be submitted within the following timeframes:

Requests submitted outside of these windows may not be honored. We strongly encourage customers to inspect their orders immediately upon receipt and contact us as soon as possible if any issue is identified.

3. Non-Refundable Items and Situations

Certain items and circumstances are not eligible for refunds under this policy:

• Consumed orders: If the majority of the food has been consumed and the complaint is then submitted, a refund will generally not be issued unless a serious health or safety issue is documented.
• Change of mind: Refunds are not available simply because you changed your mind about your order after it was prepared and/or delivered.
• Incorrect delivery address: If an order was not delivered due to an incorrect address provided by the customer, no refund will be issued.
• Promotional or discounted items: Orders placed using certain promotional codes, coupons, or limited-time offers may not be eligible for refunds unless the item was defective or incorrect.
• Gift cards and store credit: Purchases of gift cards or store credit are final and non-refundable. They may only be used as payment toward future orders.
• Customization errors by the customer: If a customer made an error during the customization of their order (e.g., selected wrong spice level) and the order was correctly prepared as per those specifications, a refund will not be issued.
• Force majeure situations: Delays or failures due to events beyond our control, such as severe weather, natural disasters, or third-party delivery carrier issues, are not eligible for refunds.

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

To ensure your refund request is processed efficiently, please follow the steps outlined below:

1. Step 1 — Document the Issue: Take clear photographs of the order received, including the packaging, any missing items, or food quality concerns. This documentation will be required to support your claim.
2. Step 2 — Contact Us: Reach out to our customer support team via email at [email protected] or visit our website at daves-chicken.click to access our contact form.
3. Step 3 — Provide Order Details: In your message, include the following information:
   • Full name used during the order
   • Order number or confirmation number
   • Date and time of the order
   • A clear description of the issue
   • Photographs or other supporting documentation
   • Your preferred resolution (full refund, partial refund, or replacement)
4. Step 4 — Await Confirmation: Our team will send you an acknowledgment of your request within 1 business day. We may follow up with additional questions to better understand the situation.
5. Step 5 — Resolution: Once the review is complete, we will notify you of our decision via email. If approved, your refund will be processed according to the payment method timeframes listed below.

5. Refund Processing Times by Payment Method

Once a refund has been approved, the time required to receive your funds will depend on the original payment method used:

6. Partial Refunds

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

• Only a portion of the order was incorrect or unsatisfactory, and the remaining items were received in proper condition.
• A missing item is identified but the rest of the order was delivered correctly.
• The food quality issue affected only specific items within a larger order.
• A customer consumed a portion of the food before identifying the issue, suggesting that part of the order met expectations.
• A discount, coupon, or promotional code was applied to the original order, affecting the refundable amount.

In cases of partial refunds, we will clearly communicate the amount to be refunded and the rationale for that determination. Customers who disagree with a partial refund decision may initiate a dispute as described in Section 9 of this policy.

7. Exchange Policy

Due to the perishable nature of food products, direct exchanges (replacing one food item with another) are handled differently from traditional retail exchanges. Our exchange policy works as follows:

• Incorrect Item Received: If you received the wrong item entirely, we will offer to prepare and deliver or make available the correct item at no additional charge, subject to availability and operational hours. Alternatively, you may opt for a full refund.
• Quality Issue Exchange: If the food was prepared incorrectly (e.g., wrong spice level applied despite clear instructions), we may offer a replacement item prepared correctly. This option is subject to our team's assessment of the situation.
• In-Store Pickup Exchanges: Customers who pick up orders in person and identify an issue immediately at the point of pickup may request an exchange on the spot. Management approval may be required.
• No Exchanges for Taste Preferences: We do not offer exchanges based solely on personal taste preferences when the item was correctly prepared according to the menu description and your order specifications.

To initiate an exchange request, please follow the same contact procedure outlined in Section 4 of this policy and indicate your preference for a replacement rather than a refund.

8. Cancellation Policy

Orders placed through Dave's Hot Chicken begin preparation shortly after confirmation is received. As a result, cancellations are subject to the following conditions:

• Within 5 minutes of order placement: If you contact us within 5 minutes of placing your order and the preparation has not yet begun, we will cancel the order and issue a full refund.
• After preparation has begun: Once our kitchen team has begun preparing your order, cancellations are generally not accepted. A partial refund may be considered at our discretion, particularly if there are extenuating circumstances.
• Scheduled / Pre-Orders: If you placed a scheduled order for a future date and time, you may cancel it up to 1 hour before the scheduled preparation time for a full refund. Cancellations made within 1 hour of the scheduled time may not be eligible for a refund.
• Delivery Orders Already Dispatched: Orders that have already been picked up by a delivery driver cannot be cancelled. Please contact us immediately if there is an issue with such an order, and we will review it after delivery.

To request a cancellation, please contact us immediately via email at [email protected] with your order number and reason for cancellation.

9. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request or believe your complaint was not resolved appropriately, you have the following options for dispute resolution:

Step 1 — Internal Escalation

Contact our customer support team again and request that your case be escalated to a senior manager or supervisor. Please reference your original complaint number or email thread. We are committed to reviewing all escalated disputes within 3 business days.

Step 2 — Chargeback Through Your Bank

If our internal process does not resolve the issue to your satisfaction, you have the right to dispute the charge directly with your bank or credit card issuer. Under United States federal law and the Fair Credit Billing Act (FCBA), consumers have the right to dispute billing errors on credit card statements. Contact your financial institution for details on how to initiate a chargeback.

Step 3 — File a Complaint with the FTC

Consumers who believe they have been subjected to unfair or deceptive practices may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or by calling 1-877-FTC-HELP (1-877-382-4357).

Step 4 — State Consumer Protection Agencies

Depending on your state of residence, you may also file a complaint with your state's Attorney General office or state consumer protection agency. Many states have additional consumer protection laws that supplement federal protections.

Informal Resolution Preference

We strongly encourage customers to reach out to us directly before pursuing any formal dispute resolution channels. Our goal is to resolve all complaints amicably and efficiently, and we are committed to working with each customer in good faith to find a fair outcome.

10. Special Circumstances and Exceptions

Dave's Hot Chicken reserves the right to make exceptions to this policy in extraordinary circumstances, including but not limited to:

• Documented food safety incidents that may involve health risks to the consumer
• Systematic ordering errors caused by technical failures on our website or platform
• Natural disasters, power outages, or other events of force majeure that affect order fulfillment
• Any situation where applicable law requires us to provide a remedy beyond what is described in this policy

In such cases, our team will work directly with affected customers to determine the most appropriate resolution on a case-by-case basis.

11. Changes to This Policy

Dave's Hot Chicken reserves the right to update, modify, or amend this Refund Policy at any time without prior notice. Changes will be effective immediately upon posting to our website at daves-chicken.click. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically to stay informed of any changes.

Your continued use of our services following the posting of any changes constitutes your acceptance of those changes. If you do not agree with any modification to this policy, please discontinue use of our services and contact us if you have any pending concerns.

12. Contact Information for Refund Requests

For all refund-related inquiries, cancellation requests, or dispute escalations, please contact our customer support team using the information below. We are committed to responding to all inquiries in a timely and professional manner.

When contacting us, please have the following information ready to help us process your request as quickly as possible:

• Your full name
• Order number and date of purchase
• Description of the issue
• Supporting photos or documentation (if applicable)
• Your preferred resolution method

This Refund Policy was last updated on May 10, 2026, and is effective as of that date. All rights reserved — Dave's Hot Chicken © 2026.