Refund Policy

Effective Date: June 4, 2026 | Last Updated: June 4, 2026

1. Introduction

At Dave's Hot Chicken, we are deeply committed to delivering exceptional food quality and a satisfying customer experience every single time. We understand that issues can occasionally arise with your order, and we want to make the process of resolving those issues as straightforward and fair as possible.

This Refund Policy outlines your rights and our responsibilities regarding refunds, exchanges, cancellations, and dispute resolution. By placing an order through our website at daves-chicken.digital or any of our affiliated ordering channels, you acknowledge that you have read, understood, and agree to be bound by the terms of this policy.

This policy is governed by applicable United States consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act, as well as any applicable state-level consumer protection statutes.

2. Eligibility Conditions for Refunds

Not all situations automatically qualify for a full or partial refund. To be eligible for a refund from Dave's Hot Chicken, one or more of the following conditions must be met:

• Incorrect Order: You received items that were materially different from what you ordered (e.g., wrong spice level, wrong entrée, missing items from your order).
• Food Quality Issues: The food you received was undercooked, spoiled, contaminated, or otherwise unsafe or unacceptable for consumption upon delivery or pickup.
• Missing Items: One or more items listed on your confirmed order receipt were not included in your delivery or pickup bag.
• Duplicate Charges: You were charged more than once for the same order due to a payment processing error.
• Delivery Failure: Your delivery order was never received despite being marked as delivered, and you can confirm the delivery address was correct.
• Significant Delay: Your order was delayed beyond a reasonable and communicated timeframe, causing the food to be unusable upon receipt.
• Allergen Concerns: You informed us of a specific food allergy at the time of ordering, and the allergen was present in a dish that was not supposed to contain it.

Refund eligibility is determined on a case-by-case basis by our customer service team. We reserve the right to request photographic evidence, order receipts, or other documentation to verify the nature of the issue before approving a refund.

3. Timeframes for Refund Requests

All refund requests must be submitted within the following timeframes to be considered valid:

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders upon receipt and report any issues promptly.

4. Non-Refundable Items and Situations

Certain items and circumstances are not eligible for refunds under any condition. These include:

• Change of Mind: Refunds will not be issued if you simply change your mind about an order after it has been prepared or is in transit.
• Spice Level Preferences: Dave's Hot Chicken clearly labels all spice levels. Refunds will not be issued based on personal heat tolerance or preference, provided the correct spice level was prepared as ordered.
• Consumed Food: Refunds will not be issued for food that has been substantially consumed before a complaint is raised, unless a genuine health or safety concern is documented.
• Orders Placed in Error: If a customer places an order incorrectly (wrong items, wrong location) and does not contact us within the cancellation window, a refund may not be guaranteed.
• Promotional or Discounted Items: Items purchased as part of a limited-time promotion or at a heavily discounted rate may be subject to modified refund terms, which will be disclosed at the time of purchase.
• Gift Cards and Promotional Credits: Gift card purchases and promotional credit balances are non-refundable and cannot be exchanged for cash.
• Third-Party Delivery Fees: Delivery fees charged by third-party platforms (such as DoorDash, Uber Eats, Grubhub, etc.) are subject to the refund policies of those respective platforms and are not refundable directly by Dave's Hot Chicken.

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

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

1. Gather Your Information: Before contacting us, please have the following ready:
   • Your order confirmation number or receipt
   • The date and time your order was placed
   • A clear description of the issue
   • Photographic evidence of the problem (if applicable, e.g., wrong item, quality concern)
2. Contact Us: Reach out to our customer service team using one of the following methods:
   • Email: [email protected]
   • Website: daves-chicken.digital
3. Submit Your Request: In your email or message, include your order details, a description of the issue, and any supporting photos or documentation. Use the subject line: "Refund Request – Order #[Your Order Number]"
4. Receive Confirmation: Our team will send you an acknowledgment of your refund request within 1–2 business days.
5. Review and Decision: Our customer service team will review the details of your request. We may contact you for additional information or clarification. A decision will be communicated to you within 3–5 business days of receipt of your complete request.
6. Refund Issued: If your refund is approved, it will be processed according to the payment method used and the timeframes outlined in Section 6 below.

6. Refund Processing Times by Payment Method

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

Please note that Dave's Hot Chicken is not responsible for delays caused by your bank, card issuer, or payment processor. If you have not received your refund after the stated timeframe, we recommend contacting your financial institution before reaching out to us.

7. Partial Refunds

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

• Only a portion of your order was missing or incorrect, and the rest of the order was satisfactorily fulfilled.
• A food quality issue affected one or more items but not the entire order.
• An order was partially consumed before the issue was identified, where the complaint still appears to be genuine.
• Delivery was significantly delayed but the food was ultimately received and partially acceptable.
• A discount, coupon, or promotional offer was already applied to the order, reducing the refundable amount accordingly.

The amount of a partial refund will be calculated based on the value of the affected items, minus any applicable discounts or fees already applied. Our customer service team will communicate the specific partial refund amount before processing.

8. Exchange Policy

Dave's Hot Chicken offers order exchanges under the following conditions:

• Incorrect Items: If you received an item that was not what you ordered, we will arrange for the correct item to be prepared and delivered or made available for pickup at no additional charge, subject to availability and location operating hours.
• Damaged or Unsatisfactory Food: If your food arrives in an unsatisfactory condition, we may offer to replace the affected item(s) rather than issue a monetary refund, at our discretion.
• Same-Day Exchanges: Exchanges must be requested on the same day as the original order was received and are subject to restaurant availability and hours of operation.

Exchanges are subject to the same eligibility criteria as refunds. We reserve the right to offer either a replacement or a refund at our discretion based on the nature of the issue and operational feasibility.

9. Cancellation Policy

We begin preparing your food shortly after your order is confirmed in order to ensure freshness and timely delivery. As a result, our cancellation window is very limited.

9.1 Online and App Orders

• You may cancel your order within 5 minutes of placing it, provided food preparation has not yet begun.
• To cancel, contact us immediately via email at [email protected] or through the platform where the order was placed.
• If the cancellation is successfully processed before preparation begins, a full refund will be issued.
• Once preparation has begun, cancellations may not be possible, and a refund may not be guaranteed.

9.2 Scheduled or Catering Orders

• Catering or large group orders must be cancelled at least 48 hours in advance of the scheduled date and time for a full refund.
• Cancellations made between 24–48 hours before a scheduled catering order may be subject to a cancellation fee of up to 25% of the total order value.
• Cancellations made less than 24 hours before a scheduled catering order may result in a forfeiture of any deposit paid, and a partial or full charge may apply.

10. Dispute Resolution Process

We take all customer concerns seriously and are committed to resolving disputes in a fair and timely manner. If you are dissatisfied with the outcome of a refund decision, the following process applies:

10.1 Internal Escalation

If you believe your refund request was not handled fairly, you may escalate your concern by:

1. Sending a detailed written complaint to [email protected] with the subject line: "Escalated Dispute – Order #[Your Order Number]".
2. Including all prior correspondence, your original order details, and a clear explanation of why you believe the initial decision was incorrect.
3. Our management team will review the escalated complaint and respond within 5–7 business days.

10.2 External Resolution

If an internal resolution cannot be reached, you have the right to pursue the following options:

• Credit Card Chargeback: Contact your bank or credit card issuer to initiate a chargeback dispute if you believe an unauthorized or erroneous charge was made.
• FTC Complaint: You may file a complaint with the Federal Trade Commission (FTC) at reportfraud.ftc.gov.
• State Consumer Protection Office: You may contact your state's Attorney General office or consumer protection agency for further assistance.
• Better Business Bureau (BBB): You may file a complaint through the Better Business Bureau at www.bbb.org.

We encourage customers to exhaust our internal resolution process before pursuing external dispute options, as we are confident in our ability to address most concerns directly and efficiently.

11. Third-Party Ordering Platforms

If your order was placed through a third-party delivery or ordering platform (such as DoorDash, Uber Eats, Grubhub, Postmates, or similar services), please be aware of the following:

• Refund and cancellation policies may differ between Dave's Hot Chicken and the third-party platform.
• Issues related to delivery (e.g., courier delays, delivery address errors) should be directed to the third-party platform's customer support.
• Issues related to the food itself (e.g., quality, incorrect items) may be addressed by contacting us directly at [email protected].
• Platform-specific fees, service charges, and tips are governed by the respective platform's terms and are not refundable by Dave's Hot Chicken.

12. Changes to This Refund Policy

Dave's Hot Chicken reserves the right to modify or update this Refund Policy at any time. Any changes will be posted on our website at daves-chicken.digital with an updated effective date. We encourage customers to review this policy periodically. Continued use of our services following any posted changes constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund requests, questions about this policy, or any other customer service concerns, please reach out to us using the contact details below. Our customer service team is available to assist you and is committed to responding promptly and professionally.

When contacting us, please include your order number, the date of purchase, a description of the issue, and any supporting documentation to help us resolve your concern as quickly as possible.