Refund Policy

1. Overview

At Church's Chicken, we are committed to providing exceptional food quality and customer service. We stand behind our products and want every customer to be completely satisfied with their dining experience. This refund policy outlines the terms and conditions under which refunds may be provided for our food products and services.

This policy applies to all Church's Chicken locations and covers dine-in, takeout, delivery, and catering orders. By placing an order with us, you agree to the terms outlined in this refund policy. We reserve the right to modify this policy at any time, with changes taking effect immediately upon posting on our website.

2. Eligibility for Refunds

Time Frame

Refund requests must be submitted within the following timeframes:

• Dine-in orders: Before leaving the restaurant or within 1 hour of service
• Takeout orders: Within 2 hours of pickup
• Delivery orders: Within 2 hours of delivery
• Catering orders: Within 4 hours of delivery or pickup

Product Condition Requirements

• Food items must be substantially unconsumed (more than 80% remaining)
• Original packaging must be intact where applicable
• Items must not show signs of tampering or misuse
• Temperature-sensitive items must have been properly stored

Proof of Purchase

Valid proof of purchase is required for all refund requests. Acceptable forms include:

• Original receipt (physical or digital)
• Credit card statement showing the transaction
• Order confirmation number for online/app orders
• Email confirmation for delivery or catering orders

3. Non-Refundable Items

The following items and services are not eligible for refunds under normal circumstances:

• Consumed food items: Items that have been substantially consumed (less than 80% remaining)
• Special occasion cakes: Custom-made cakes with personalized decorations
• Gift cards: All gift card sales are final
• Promotional items: Free items received through promotions or coupons
• Delivery fees: Third-party delivery service charges
• Expired orders: Orders requested for refund after the specified time limits
• Change of mind: Returns based solely on customer preference after consumption has begun

Special Circumstances

Exceptions to the non-refundable items list may be made at management discretion in cases involving:

• Food safety concerns or contamination
• Allergic reactions due to undisclosed ingredients
• Severe quality issues affecting food safety
• Restaurant error in order preparation

4. Refund Process

Follow these simple steps to request a refund:

Required Information

When contacting us for a refund, please have the following information ready:

• Order date and time
• Restaurant location
• Receipt or order number
• Items to be refunded
• Detailed reason for refund request
• Your contact information
• Photos of the items (if quality-related)

5. Refund Methods and Timeframes

Method of Refund

Refunds will be processed using the original method of payment whenever possible:

• Credit/Debit Cards: Refunded to the original card used for purchase
• Cash Payments: Cash refund provided at the restaurant location
• Gift Cards: Store credit issued as a new gift card
• Mobile Apps: Refunded through the original payment method on file

Processing Timeframes

• Cash refunds: Immediate (at restaurant location)
• Credit/Debit cards: 3-5 business days
• Mobile payment apps: 1-3 business days
• Gift cards: Immediate replacement issued

Partial Refunds

In some cases, partial refunds may be offered when:

• Only certain items in a larger order are problematic
• A portion of the order was consumed before the issue was discovered
• Delivery or service fees are non-refundable but food costs are eligible

6. Exchanges vs. Refunds

When Exchanges Are Preferred

In many cases, we prefer to offer exchanges or replacements instead of monetary refunds:

• Incorrect order items
• Food quality issues (cold, overcooked, etc.)
• Missing items from an order
• Preference for different menu items

Exchange Benefits

• Faster resolution: Immediate replacement available
• No waiting period: No need to wait for payment processing
• Satisfaction guaranteed: Opportunity to enjoy a corrected order
• Additional compensation: May include extra items for the inconvenience

Monetary Refund Situations

Full monetary refunds are typically provided when:

• Customer cannot return to the restaurant
• Food safety concerns prevent consumption
• Allergic reaction incidents occur
• Complete order cancellation is requested
• Customer specifically requests monetary refund over exchange

7. Damaged or Defective Items

Immediate Action Required

If you receive damaged, defective, or contaminated food items:

• Stop consumption immediately for safety reasons
• Document the issue with photos if possible
• Preserve the item for inspection if requested
• Contact us within 30 minutes of discovery

Food Safety Incidents

For serious food safety concerns including:

• Foreign objects in food
• Signs of spoilage or contamination
• Suspected foodborne illness
• Allergen contamination

Enhanced Compensation

For verified damage or defective item cases, we may provide:

• Full refund plus replacement meal
• Gift cards for future visits
• Complimentary items or upgrades
• Expedited service for replacement orders

8. Additional Terms

Manager Discretion

Restaurant managers have the authority to approve refunds outside of standard policy guidelines in exceptional circumstances. All manager decisions are final and are made in the best interest of customer satisfaction while maintaining business operations.

Fraud Prevention

Church's Chicken reserves the right to:

• Verify the authenticity of refund requests
• Request additional documentation for large refunds
• Deny refunds for suspected fraudulent activity
• Limit the number of refunds per customer per time period

Policy Updates

This refund policy may be updated periodically to reflect changes in our business practices, legal requirements, or industry standards. Customers will be notified of significant changes through our website and restaurant locations. Continued patronage after policy changes constitutes acceptance of the updated terms.

Last updated: January 2025. This policy is effective immediately and supersedes all previous refund policies.