Refund Policy

Effective Date: May 30, 2026 | Last Updated: May 30, 2026

1. Introduction

At Chuy's, we are committed to delivering high-quality food and exceptional customer experiences. We understand that situations may arise where a refund or order adjustment is necessary. This Refund Policy explains your rights and our procedures regarding refunds, cancellations, exchanges, and dispute resolution for all orders placed through our website, food-chuys.click.

This policy complies with applicable United States consumer protection laws, including the Federal Trade Commission Act (FTC Act) and relevant state regulations. Our goal is to resolve all concerns fairly, promptly, and transparently.

2. Eligibility Conditions for Refunds

A refund request may be considered eligible under the following circumstances:

• Incorrect Order: You received items that are different from what you ordered.
• Missing Items: One or more items from your order were not delivered or included in your order bag.
• Food Quality Issues: The food received was spoiled, contaminated, undercooked, or otherwise unfit for consumption at the time of delivery or pickup.
• Significant Delivery Delay: Your order was delivered significantly later than the estimated delivery time due to circumstances within our control, resulting in food being cold, deteriorated, or inedible.
• Order Not Received: Your order was never delivered and was not available for pickup despite confirmation.
• Unauthorized Charges: A charge appeared on your payment method that you did not authorize through our platform.
• Duplicate Charges: You were charged more than once for the same order.

To be eligible for a refund, you must:

1. Submit your refund request within the applicable timeframe outlined in Section 3.
2. Provide sufficient supporting evidence such as photographs of the incorrect or damaged food items.
3. Have placed the original order directly through food-chuys.click.
4. Not have already received a refund or credit for the same issue.

3. Timeframes for Refund Requests

Timely reporting is essential for us to properly investigate and resolve your concern. The following timeframes apply to all refund requests:

4. Non-Refundable Items and Services

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

• Orders that have been fully consumed without any reported issue at the time of receipt.
• Dissatisfaction based solely on personal taste preferences when the order was prepared correctly as specified.
• Items that were customized or modified at the customer's request and were prepared as instructed.
• Delivery fees and service charges, except in cases where the order was not delivered at all.
• Promotional or complimentary items received as part of a special offer.
• Digital coupons, promo codes, or discount vouchers once applied to and used in an order.
• Orders placed through third-party delivery platforms (e.g., DoorDash, Uber Eats, Grubhub). Please contact the respective platform for refunds on orders placed through their services.
• Refund requests submitted after the applicable deadline specified in Section 3.
• Orders where the customer provided an incorrect delivery address.

5. How to Request a Refund — Step-by-Step Guide

To request a refund, please follow these steps carefully:

1. Step 1 — Gather Your Information:

   Before reaching out, collect the following details: your order confirmation number, the email address used to place the order, the date and time of your order, a clear description of the issue, and photographic evidence if applicable (e.g., photos of incorrect, missing, or damaged items).

2. Step 2 — Contact Our Support Team:

   Reach out to our customer support team using one of the following methods:

   • Email: [email protected]
   • Website: food-chuys.click (use the Contact Us page)
3. Step 3 — Submit Your Refund Request:

   In your email or message, include the subject line "Refund Request — [Your Order Number]" and provide all relevant information gathered in Step 1. Be as detailed as possible to help us expedite the process.

4. Step 4 — Await Acknowledgment:

   You will receive an acknowledgment of your refund request within 1–2 business days. Our team will review your submission and may request additional information or clarification.

5. Step 5 — Review and Decision:

   Our team will evaluate your refund request based on the information provided. You will be notified of the outcome — approval, partial approval, or denial — within 3–5 business days of acknowledgment.

6. Step 6 — Receive Your Refund:

   If approved, your refund will be processed according to the timelines outlined in Section 6 below.

6. Refund Processing Times by Payment Method

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

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 are not responsible for delays caused by third-party financial institutions. If you have not received your refund within the stated timeframe, we recommend contacting your bank or payment provider before reaching out to us.

7. Partial Refunds

In some cases, a partial refund may be offered rather than a full refund. Partial refunds may apply under the following conditions:

• Only a portion of your order was affected by an issue (e.g., one item was incorrect out of a multi-item order).
• The order was partially consumed before the issue was identified, reducing the verifiable impact of the problem.
• A delivery delay affected only part of your order's freshness or quality.
• The food quality concern applies to only certain items in the order while others were satisfactory.
• Items were prepared correctly but with minor deviations from the standard menu due to ingredient availability, provided the customer was not informed at the time of ordering.

The amount of a partial refund will be determined at our discretion, based on a fair assessment of the specific situation. We strive to ensure every partial refund is proportionate and reasonable.

8. Exchange Policy

Due to the perishable nature of food products, direct exchanges are generally not available in the traditional sense. However, we offer the following alternatives in eligible situations:

• Replacement Order: If you received an incorrect item and report it within the required timeframe, we may offer to send a replacement item or order at no additional charge, subject to availability and geographic feasibility.
• Store Credit: In lieu of a cash refund, we may offer store credit of equal or greater value that can be applied toward a future order on food-chuys.click. Store credit does not expire and is non-transferable.
• Order Correction: For dine-in or pickup orders where an error is identified on-site before the customer leaves, we will correct the order promptly without requiring a formal refund request.

Exchanges or replacements are assessed on a case-by-case basis. We reserve the right to determine the most appropriate remedy based on the nature of the issue and operational feasibility.

9. Cancellation Policy

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

9.1 Online Orders (Delivery and Pickup)

• Cancellation Before Preparation Begins: If you cancel your order before our kitchen has begun preparation, you are entitled to a full refund. Orders can typically be cancelled within 5 minutes of placement, subject to order volume and timing.
• Cancellation After Preparation Has Begun: If food preparation has already started, cancellations are generally not accepted, and no refund will be issued. In exceptional circumstances, a partial refund or store credit may be offered at our discretion.
• Cancellation After Dispatch (Delivery Orders): Once an order has been dispatched for delivery, cancellations are not accepted. If you do not receive the order, please refer to Section 2 for eligible refund circumstances.

9.2 Catering and Large Group Orders

• Catering orders cancelled more than 48 hours before the scheduled service time are eligible for a full refund.
• Catering orders cancelled between 24–48 hours before the scheduled service time may be eligible for a 50% refund.
• Catering orders cancelled less than 24 hours before the scheduled service time are generally not eligible for a refund due to the preparation and ingredient commitments already made.

9.3 How to Cancel an Order

To cancel an order, contact us as quickly as possible via email at [email protected] with your order number and the reason for cancellation. The sooner you contact us, the more likely we are able to accommodate your request.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate your concern through our formal dispute resolution process. We are committed to resolving all disputes fairly and efficiently.

10.1 Internal Escalation

1. First Level — Customer Support: Begin by contacting our customer support team as outlined in Section 5. Most issues are resolved at this stage.
2. Second Level — Management Review: If you are unsatisfied with the response from our customer support team, you may request an escalation to a senior manager by clearly stating "Management Review Request" in your communication. This review will be completed within 5–7 business days.
3. Third Level — Formal Written Complaint: If the matter remains unresolved, you may submit a formal written complaint via email to [email protected]. A dedicated team member will review your case and provide a final decision within 10 business days.

10.2 External Dispute Resolution

If internal resolution efforts have been exhausted without a satisfactory outcome, you may pursue the following options:

• Federal Trade Commission (FTC): You may file a complaint with the FTC at www.ftc.gov under the FTC Act for unfair or deceptive business practices.
• State Attorney General: You may contact your state's Attorney General office to report consumer protection concerns.
• Better Business Bureau (BBB): You may file a complaint with the BBB at www.bbb.org.
• Credit Card Chargeback: You may contact your credit card issuer to initiate a chargeback process if you believe you were charged incorrectly. Note that initiating a chargeback without first attempting to resolve the issue with us may affect your account status.
• Small Claims Court: For disputes not exceeding the applicable state threshold, you may pursue resolution through your local small claims court.

11. Consumer Rights Under U.S. Law

As a customer in the United States, you are protected by various federal and state consumer protection laws, including but not limited to:

• Federal Trade Commission Act (FTC Act): Prohibits unfair or deceptive acts or practices in commerce. Our refund policies are designed to comply fully with FTC guidelines.
• Electronic Fund Transfer Act (EFTA): Provides protections for electronic payments, including rights related to unauthorized transactions.
• Fair Credit Billing Act (FCBA): Provides rights to dispute billing errors on credit card statements.
• State Consumer Protection Laws: Depending on your state of residence, additional consumer rights and protections may apply. We encourage you to familiarize yourself with your state's specific consumer protection statutes.

Nothing in this Refund Policy is intended to limit or waive any rights you may have under applicable federal or state law.

12. Policy Modifications

We reserve the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at food-chuys.click. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage you to review this policy periodically. Continued use of our services after any changes constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund requests, cancellations, exchanges, or related inquiries, please contact us using the information below: