Refund Policy

At Church's Chicken, we are committed to delivering high-quality food and an exceptional customer experience. We understand that situations may arise where a refund or exchange is necessary. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are processed for orders placed through our website chickenchurchz.digital or through any of our authorized ordering channels. Please read this policy carefully before placing an order.

1. General Refund Philosophy

We take pride in the quality of our food and service. If you are not satisfied with your order for a valid reason covered under this policy, we will work diligently to make it right. Our goal is to resolve all refund and complaint situations fairly, promptly, and in accordance with applicable United States consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act.

This policy applies to all food orders, catering orders, digital gift card purchases, and promotional items purchased through our official website or affiliated digital platforms. By placing an order with us, you acknowledge and agree to the terms set forth in this Refund Policy.

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received an item or items that differ from what was listed in your confirmed order.
• Missing Items: One or more items included in your confirmed order were not delivered or provided at the time of pickup.
• Food Quality Issues: The food received was undercooked, spoiled, contaminated, or otherwise unfit for consumption at the time of delivery or pickup.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical or processing error.
• Failed or Declined Order: Your payment was processed but the order was not confirmed, prepared, or delivered.
• Order Cancellation Within Eligible Timeframe: You cancelled your order within the permissible cancellation window as described in Section 9 of this policy.
• Allergen Concerns: You notified us of a specific allergen request that was confirmed but not honored, resulting in an item being prepared incorrectly.

All refund requests are subject to review and verification. We reserve the right to request supporting documentation, including photos, order confirmation numbers, or other evidence to support your claim.

3. Timeframes for Refund Requests

To ensure your refund request can be properly investigated and processed, requests must be submitted within the following timeframes:

Requests submitted beyond these timeframes may not be eligible for a refund. We encourage customers to review their orders immediately upon receipt and contact us promptly if any issue is identified.

4. Non-Refundable Items and Services

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

• Food items that have been fully or partially consumed, unless a quality or safety defect is reported at the time of consumption.
• Orders where the customer changed their mind after the food was prepared and the order was fulfilled correctly.
• Customization errors caused by incorrect information entered by the customer at the time of ordering.
• Digital gift cards that have already been redeemed or partially used.
• Promotional or complimentary items received as part of a special offer, loyalty reward, or discount program.
• Delivery fees charged by third-party delivery platforms (e.g., DoorDash, Uber Eats, Grubhub). Refund requests for delivery fees must be directed to the respective third-party platform.
• Orders placed through third-party platforms that are not directly managed by chickenchurchz.digital. These are subject to the refund policies of the respective third-party service.
• Requests made outside of the eligible timeframes outlined in Section 3.

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

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

1. Gather Your Order Information: Locate your order confirmation number, the date and time of your order, and the email address used to place the order.
2. Document the Issue: If applicable, take clear photographs of the incorrect, missing, or unsatisfactory food items. This documentation will help us process your request more efficiently.
3. Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: chickenchurchz.digital (Contact/Support page)
4. Submit Your Refund Request: Provide the following information in your message:
   • Full name and email address used to place the order
   • Order confirmation number
   • Date and time of the order
   • Description of the issue (missing item, incorrect item, quality concern, etc.)
   • Any photos or supporting documentation
   • Preferred refund method (original payment method or store credit)
5. Await Confirmation: Once your request is received, our team will send you an acknowledgment email within 1–2 business days.
6. Review and Decision: Our team will review the details of your claim and may follow up with additional questions. A final decision regarding your refund eligibility will be communicated within 5–7 business days of receiving your complete request.
7. Refund Issuance: If your request is approved, the refund will be processed according to the timeframes outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time required for the funds to appear in your account will vary depending on your original payment method:

7. 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 your order was incorrect, missing, or unsatisfactory, while the remaining items were delivered correctly and in proper condition.
• A discount, coupon, or promotional code was applied to the original order, reducing the total amount eligible for refund.
• The food quality issue affected only one item within a multi-item combo or meal deal.
• A catering order was partially fulfilled, with only certain items being missing or incorrectly prepared.
• The customer consumed a significant portion of the food before reporting a quality complaint, limiting the verifiable extent of the issue.

The amount of a partial refund will be calculated based on the proportional value of the affected items relative to the total order cost, including any applicable taxes. Our customer support team will communicate the partial refund amount to you prior to processing.

8. Exchange Policy

In situations where a refund may not be applicable or where you prefer a replacement over a monetary refund, we offer an exchange option under the following conditions:

• Incorrect Item Received: If you received a food item that differs from what you ordered, we will prepare and provide the correct item as quickly as possible, subject to availability and location.
• Unsatisfactory Food Quality: If a food item does not meet our quality standards, we may offer to replace the item at no additional charge.
• Missing Item Replacement: If an item was missing from your order, we will either replace the item or issue a refund for the value of that specific item.

Exchanges are subject to the same verification process as refunds. Replacement items must be of equal or lesser value than the original item, unless otherwise agreed upon by our customer support team. Exchanges are typically processed more quickly than monetary refunds and may be completed during a follow-up visit or through a credited voucher for your next order.

9. Cancellation Policy

Orders may be cancelled under the following conditions:

9.1 Online and App Orders

• Orders may be cancelled within 5 minutes of being placed, provided the order has not yet been accepted and confirmed by the restaurant for preparation.
• Once an order has been accepted and preparation has begun, cancellation is generally not possible, and a full refund may not be available.
• To cancel an order, log into your account on chickenchurchz.digital or contact our support team immediately at [email protected].

9.2 Catering and Large Group Orders

• Catering orders may be cancelled with a full refund if the cancellation is made at least 48 hours before the scheduled delivery or pickup time.
• Cancellations made between 24 and 48 hours before the scheduled time may be eligible for a 50% refund.
• Cancellations made less than 24 hours before the scheduled time are generally not eligible for a refund, as ingredients and preparation will have already been initiated.

9.3 Pre-Scheduled Orders

Pre-scheduled orders may be cancelled up to 2 hours before the scheduled preparation time for a full refund. Cancellations after this window will be treated on a case-by-case basis.

10. Dispute Resolution Process

We are committed to resolving all refund-related disputes in a fair and transparent manner. If you believe your refund request has been incorrectly denied or if you are dissatisfied with the outcome of your request, you may follow the dispute resolution process outlined below:

10.1 Internal Escalation

If your initial refund request has been denied and you wish to appeal the decision, you may escalate the matter by:

• Sending a detailed written appeal to [email protected] with the subject line: "Refund Dispute Appeal — [Your Order Number]"
• Including all relevant documentation, your original request details, the denial notice received, and a clear explanation of why you believe the denial was incorrect.
• Our senior customer relations team will review the appeal within 7–10 business days and provide a final written response.

10.2 Chargeback and Payment Dispute

If you are unable to resolve your dispute through our internal process, you have the right to initiate a chargeback or payment dispute with your bank, credit card company, or payment provider. We encourage customers to exhaust our internal resolution process before pursuing a chargeback, as this allows us to resolve the issue more efficiently and avoids unnecessary delays.

10.3 Consumer Protection Resources

Customers in the United States also have the right to file a complaint with the following regulatory bodies if they believe their consumer rights have been violated:

• Federal Trade Commission (FTC): www.ftc.gov — for consumer protection complaints
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov — for payment and billing disputes
• Better Business Bureau (BBB): www.bbb.org — for general business complaints
• Your State Attorney General's Office — for state-level consumer protection concerns

10.4 Governing Law

This Refund Policy shall be governed by and construed in accordance with the laws of the United States of America. Any disputes arising under this policy shall be subject to the jurisdiction of the applicable courts within the United States, consistent with applicable federal and state consumer protection statutes, including the FTC Act (15 U.S.C. § 45).

11. Changes to This Refund Policy

We reserve the right to modify or update this Refund Policy at any time. Any changes will be posted on our website at chickenchurchz.digital with a revised effective date. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our services following the posting of changes constitutes your acceptance of the revised policy.

12. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please contact us using the information below. Our customer support team is available Monday through Friday, 9:00 AM to 6:00 PM (Eastern Time).

This Refund Policy was last updated on April 10, 2026, and is effective as of the same date. All prior versions of this policy are superseded by this document.