Refund Policy

Overview

At Church's Chicken, customer satisfaction is our top priority. We are committed to providing you with the highest quality food and exceptional service. This refund policy outlines our commitment to making things right when your experience doesn't meet our high standards.

Effective Date: This policy is effective as of January 1, 2025, and applies to all orders placed through our restaurant, delivery service, or catering orders.

Refund Eligibility

To be eligible for a refund, the following conditions must be met:

Timeframe Requirements

• In-Restaurant Orders: Refund requests must be made within 30 minutes of receiving your order
• Delivery Orders: Refund requests must be made within 2 hours of delivery completion
• Catering Orders: Refund requests must be made within 4 hours of event completion
• Online Orders: Refund requests must be submitted within 24 hours of order pickup or delivery

Product Condition Requirements

• Food must be substantially unconsumed (less than 25% consumed)
• Original packaging or containers must be retained when possible
• Evidence of quality issues (photos may be required for delivery orders)

Proof of Purchase

• Original receipt or order confirmation
• Order number for online or delivery orders
• Credit card statement (if receipt is unavailable)
• Valid identification matching the order name

Non-Refundable Items

The following items and circumstances are not eligible for refunds:

Food Items

• Custom or special orders that were prepared to customer specifications
• Food that has been substantially consumed (more than 25%)
• Items returned more than 4 hours after purchase (due to food safety)
• Promotional or discounted items (unless defective)

Services and Circumstances

• Delivery fees (unless delivery was unsuccessful due to our error)
• Third-party delivery service fees
• Orders cancelled after food preparation has begun
• Customer change of mind after order completion
• Delays caused by weather, traffic, or circumstances beyond our control

Gift Cards and Promotions

• Gift card purchases (non-refundable, but transferable)
• Loyalty points or rewards
• Free items received through promotions or coupons

Refund Process

Follow these simple steps to request a refund:

Refund Methods & Timeframes

Refund Processing

All refunds are processed to the original payment method used for the purchase:

• Credit/Debit Cards: 3-5 business days
• Cash Payments: Immediate (in-restaurant) or check within 7 business days
• Digital Payments (Apple Pay, Google Pay): 1-3 business days
• Gift Cards: Credit restored to original gift card within 24 hours

Partial Refunds

In cases where only part of your order was affected, we offer partial refunds calculated as follows:

• Individual item price plus applicable taxes
• Proportional delivery fee (if entire order was not delivered)
• Service charge adjustments when applicable

Exchanges vs. Refunds

When We Offer Exchanges

We prefer to make your order right through exchanges when possible:

• Wrong Order: We'll prepare the correct order at no additional charge
• Quality Issues: Fresh replacement of the same item
• Missing Items: Immediate provision of missing items
• Temperature Issues: Re-preparation of hot, fresh food

Exchange Process

• Exchanges are processed immediately for in-restaurant orders
• Delivery exchanges may require new delivery (additional time, no extra charge)
• Catering exchanges must be arranged within 2 hours of event start
• No additional charges for exchanges due to our error

When Refunds are Preferred

• Customer is no longer at the location
• Event or meal time has passed
• Customer prefers monetary refund
• Extensive order issues affecting multiple items

Damaged or Defective Items

Our Quality Guarantee

Church's Chicken stands behind the quality of every item we serve. If you receive damaged or defective food, we will make it right immediately.

What Constitutes Damaged/Defective Items

• Food Quality Issues: Undercooked, overcooked, spoiled, or contaminated food
• Temperature Problems: Cold food that should be hot, or improperly stored items
• Packaging Issues: Spilled, damaged, or compromised packaging affecting food safety
• Foreign Objects: Any non-food items found in your order
• Allergen Contamination: Items containing undisclosed allergens

Special Handling Process

Additional Information

Policy Updates

This refund policy may be updated periodically to reflect changes in our services or legal requirements. Updates will be posted on our website with the effective date.

Dispute Resolution

If you're not satisfied with our refund decision, you may request to speak with a manager or escalate the matter through our corporate customer service team.

Legal Rights

This policy does not limit your statutory rights as a consumer. You may have additional rights under local consumer protection laws.

Questions? Our customer service team is here to help. Contact us using the information above, and we'll be happy to clarify any aspect of our refund policy.