Refund Policy

Effective Date: May 14, 2026 | Last Updated: May 14, 2026

At Dave's Hot Chicken, we are committed to delivering an exceptional dining experience with every order. We understand that situations may arise where a refund or exchange is necessary, and we want to make that process as straightforward and transparent as possible. This policy outlines your rights and our procedures regarding refunds, exchanges, cancellations, and disputes.

1. Overview

Dave's Hot Chicken takes great pride in the quality and preparation of every item we serve. Our food is prepared fresh to order, and we strive to meet or exceed your expectations every time. However, if you are not satisfied with your purchase for any of the qualifying reasons listed in this policy, we encourage you to contact us promptly so we can make things right.

This policy governs all transactions made through our website (daveschicken.click), third-party delivery platforms (where applicable), and any direct orders placed with our team. Please note that third-party platforms may have their own refund policies, which may differ from ours.

2. Eligibility Conditions for Refunds

Not all orders will automatically qualify for a refund. To be eligible, your request must meet one or more of the following conditions:

• Incorrect Order: You received an item that differs from what you ordered (e.g., wrong spice level, wrong menu item, missing items).
• Food Quality Issues: The food received was undercooked, spoiled, or in a condition that makes it unsafe or unfit for consumption.
• Allergic Ingredient Errors: You specified a food allergy or dietary restriction at the time of ordering, and the order was prepared without honoring that request, resulting in an allergic reaction or risk thereof.
• Order Not Delivered: Your delivery order was never received, confirmed by tracking or delivery records.
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error.
• Significant Delivery Delay: Your delivery order arrived more than 60 minutes beyond the estimated delivery time, and the food quality was compromised as a result.

Refund requests based solely on personal preference, change of mind, or dissatisfaction with the spice level when the correct spice level was delivered as ordered may not qualify for a full refund but may be reviewed for store credit at our discretion.

3. Timeframes for Refund Requests

Time is an important factor when it comes to food orders. We ask that all refund requests be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be honored. We encourage you to inspect your order upon receipt and contact us immediately if something is wrong.

4. Non-Refundable Items and Services

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

• Orders where the correct items were delivered and no quality issues are reported.
• Spice level dissatisfaction when the correct heat level was applied as selected by the customer during ordering.
• Orders that were left unattended after confirmed delivery and subsequently became unfit for consumption.
• Promotions, discounts, or complimentary items issued as part of a marketing campaign.
• Gift cards, digital vouchers, or store credits already redeemed.
• Orders where the customer provided incorrect delivery information leading to non-delivery.
• Partial consumption of the order (except where a food safety concern is identified in the consumed portion).
• Delivery fees charged by third-party platforms, which are subject to those platforms' own refund policies.

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

To submit a refund request, please follow these steps carefully:

1. Step 1 – Gather Your Order Information: Locate your order confirmation email or receipt. Have your order number, date of purchase, and the items in question ready before contacting us.
2. Step 2 – Document the Issue: If possible, take clear photos of the food item(s) in question. This is especially important for food quality issues, incorrect items, or allergy-related concerns. Visual documentation helps us resolve your case faster.
3. Step 3 – Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: daveschicken.click
4. Step 4 – Provide a Written Description: In your message, include: your full name, order number, order date and time, the specific issue you experienced, and any supporting photos or documentation.
5. Step 5 – Await Confirmation: Our team will acknowledge your request within 1–2 business days and may follow up with additional questions before making a determination.
6. Step 6 – Resolution: Once your request is reviewed and approved, we will process your refund or alternative resolution (see Section 7 for partial refunds and Section 8 for exchanges).

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds depends on the payment method used during checkout:

Please note that Dave's Hot Chicken initiates the refund on our end promptly upon approval, but the actual posting of funds to your account is subject to your financial institution's processing timelines, over which we have no control.

7. Partial Refunds

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

• Only a portion of your order was incorrect or unsatisfactory, while the remaining items were received correctly and in good condition.
• A food quality issue affected only one or two items within a larger order.
• A delivery delay affected only part of a multi-item order (e.g., some items were cold while others remained acceptable).
• A coupon, discount, or promotional credit was applied to the original order, and the refund amount will reflect the actual amount paid for the affected item(s).

Partial refunds will be calculated based on the individual menu item price(s) affected, excluding applicable taxes, fees, or delivery charges unless those are also part of the refund claim.

8. Exchange Policy

Because our food is prepared fresh to order, traditional product exchanges (as seen in retail settings) are not always feasible. However, we do offer the following resolution options as alternatives to monetary refunds where appropriate:

• Replacement Order: If you received an incorrect item and the error is confirmed, we will prepare and deliver (or make available for pickup) the correct item at no additional charge, subject to availability and your location's operating hours.
• Store Credit: If a replacement is not feasible (e.g., due to time, distance, or operational constraints), we will issue store credit of equal or greater value to the affected item(s).
• Menu Substitution: In cases where a specific menu item is unavailable at the time of replacement, we may offer a comparable substitute of equal or greater value with your approval.

All exchange requests are subject to the same eligibility conditions and timeframes outlined in Sections 2 and 3 of this policy.

9. Cancellation Policy

We understand that plans change. Here is our cancellation policy based on order type and timing:

9.1 Online and App Orders

• Cancellation within 5 minutes of placing the order: Full refund issued, provided the order has not yet been confirmed as prepared or dispatched.
• Cancellation after 5 minutes: If food preparation has already begun, cancellation may not be accepted, or only a partial refund may be issued for items not yet in preparation.
• Cancellation after food has been dispatched for delivery: No refund will be issued for the food items; however, if the delivery fails due to our error, a refund may still apply.

9.2 Catering and Large Group Orders

• Cancellation 72+ hours before the scheduled order time: Full refund.
• Cancellation 24–72 hours before the scheduled order time: 50% refund of the total order value.
• Cancellation less than 24 hours before the scheduled order time: No refund will be issued, as ingredients and preparation will have already commenced.

To cancel an order, please contact us immediately at [email protected] with your order number and reason for cancellation. Cancellations requested via email are processed during regular business hours and may not be actioned in real time.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Dave's Hot Chicken provides the following dispute resolution process:

10.1 Internal Review

You may request an internal review of any denied or partially approved refund. To do so, reply to our original resolution email or contact us at [email protected] with the subject line "Refund Dispute – [Your Order Number]". Please include any additional documentation or context that supports your case. Our management team will review your dispute and respond within 5 business days.

10.2 Chargeback Rights

You retain the right to dispute any charge with your credit card issuer or financial institution. However, we encourage you to allow us the opportunity to resolve the issue directly before initiating a chargeback, as this typically leads to a faster and more satisfactory resolution for both parties.

10.3 Consumer Protection Rights

As a consumer in the United States, you may also have rights under applicable federal and state consumer protection laws, including but not limited to the Federal Trade Commission Act (FTC Act), which protects consumers against unfair or deceptive business practices. If you believe your consumer rights have been violated, you may contact:

• Federal Trade Commission (FTC): www.ftc.gov | 1-877-FTC-HELP (1-877-382-4357)
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General office for state-specific consumer protection matters.

10.4 Informal Mediation

In the event that an internal resolution cannot be reached, both parties agree to attempt good-faith informal mediation before pursuing any formal legal action. Mediation requests should be submitted in writing to our email address.

11. Fraud Prevention

Dave's Hot Chicken monitors refund activity for signs of abuse or fraudulent behavior. Customers who submit excessive, unsubstantiated, or fraudulent refund claims may have their accounts suspended or be permanently banned from placing future orders. We reserve the right to deny refund requests where there is reasonable evidence of abuse or misuse of this policy.

12. Changes to This Policy

We reserve the right to update or modify this Refund Policy at any time. Changes will be posted on our website at daveschicken.click with a revised effective date. Your continued use of our services after any changes constitutes your acceptance of the updated policy. We encourage you to review this page periodically.

13. Contact Information for Refund Requests

For all refund-related inquiries, please reach out to us using the contact information below. Our customer service team is available to assist you Monday through Friday during regular business hours.

When contacting us, please include the following information to help us process your request efficiently:

• Full name
• Order number
• Date and time of the order
• Description of the issue
• Photos or supporting documentation (if applicable)
• Your preferred resolution (refund, replacement, or store credit)

This Refund Policy was last updated on May 14, 2026. For questions or concerns, please contact us at [email protected].