Refund Policy

Effective Date: March 29, 2026  |  Last Updated: March 29, 2026

1. Introduction

At Church's Chicken ("we," "us," or "our"), accessible via churchchicks.top, customer satisfaction is our top priority. We take pride in delivering fresh, high-quality food products and a positive ordering experience. However, we understand that issues may arise, and we are committed to resolving them fairly and promptly.

This Refund Policy applies to all orders placed through our website, mobile platform, third-party delivery partners, or in-store purchases associated with our digital ordering systems. By placing an order with us, you agree to the terms outlined in this policy. This policy is governed by applicable United States federal and state consumer protection laws, including but not limited to the Federal Trade Commission (FTC) Act and applicable state consumer protection statutes.

2. Eligibility for Refunds

You may be eligible for a full or partial refund under the following circumstances:

• Your order was not delivered and was confirmed as lost or undelivered by our records or delivery partner.
• You received an incorrect item that does not match what was shown in your order confirmation.
• Your food item arrived in an unsatisfactory or inedible condition, including items that are spoiled, contaminated, or significantly different from what was described.
• You were charged more than once for the same order due to a technical or payment processing error.
• Your order was significantly delayed beyond the estimated delivery window and you did not receive the items.
• A promotional discount or coupon was not properly applied to your order at the time of purchase.
• An item you ordered was out of stock and was not substituted or communicated prior to fulfillment.

Refund eligibility is assessed on a case-by-case basis. We reserve the right to request supporting documentation, such as photos or order confirmation screenshots, before approving a refund.

3. Non-Refundable Items and Situations

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

• Orders that have been fully consumed without any documented complaint or reported issue at the time of consumption.
• Dissatisfaction based solely on personal taste preferences where the item was correctly prepared and delivered as described.
• Refund requests submitted after the eligible timeframe outlined in Section 4 of this policy.
• Delivery fees, service fees, or platform fees charged by third-party delivery services (e.g., DoorDash, Uber Eats, Grubhub). These must be disputed directly with the respective platform.
• Items that were customized per your specific request (e.g., extra spice, special modifications) and prepared correctly.
• Orders affected by issues arising from incorrect delivery information provided by the customer.
• Gift cards and promotional vouchers are non-refundable and cannot be exchanged for cash.
• Refunds will not be issued for changes of mind after the food has been prepared and/or dispatched.

4. Timeframes for Refund Requests

To be considered for a refund, requests must be submitted within the following timeframes:

Requests submitted after these deadlines may not be eligible for a refund. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issues are identified.

5. How to Request a Refund

Requesting a refund is a straightforward process. Please follow the steps below to ensure your request is processed as efficiently as possible:

Step 1: Gather Your Information

Before contacting us, please have the following information ready:

• Your order number or confirmation code
• The date and time of your order
• Your name, email address, and phone number
• A description of the issue (e.g., missing item, incorrect food, quality problem)
• Photographic evidence, if applicable (especially for food quality issues)
• Your preferred refund method

Step 2: Contact Us

Submit your refund request through one of the following channels:

• Email: [email protected]
• Website: churchchicks.top (via our Contact or Support page)

Please include "Refund Request – [Your Order Number]" in the subject line of your email to ensure it is routed to the correct department promptly.

Step 3: Await Confirmation

Once we receive your request, you will receive an acknowledgment email within 1–2 business days. Our team will review your submission and may follow up with additional questions or request supporting documentation.

Step 4: Refund Decision

A decision on your refund eligibility will be communicated to you within 3–5 business days of receiving all necessary information. If approved, the refund will be processed according to the timelines outlined in Section 7.

6. Partial Refunds

In certain cases, we may issue a partial refund rather than a full refund. Partial refunds may apply when:

• Only one or more items from a multi-item order are missing or incorrect, and the rest of the order was delivered satisfactorily.
• An item was delivered but was partially incorrect (e.g., missing a requested side or topping) without the item itself being unusable.
• A discount or coupon was partially applied, resulting in a minor overcharge.
• There was a minor delay in delivery, but the food was ultimately received in acceptable condition.

The amount of the partial refund will be calculated based on the value of the affected item(s) or the difference caused by the pricing or fulfillment error. We will notify you of the partial refund amount before processing it.

7. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for funds to be returned to you depends on your original payment method:

8. Exchange Policy

Due to the perishable nature of food products, direct exchanges are generally not available for online or delivery orders. However, we offer the following alternatives:

• If you received an incorrect item, we will work to arrange a replacement delivery where logistically feasible, at no additional charge to you.
• If a replacement is not possible (due to delivery constraints, time of day, or location), a full refund or store credit for the value of the incorrect item will be issued.
• For in-store purchases, exchanges of incorrect or unsatisfactory food items may be handled directly at the location, subject to the discretion of the store manager and in accordance with local health codes.

We encourage customers to verify their orders at the time of pickup or delivery to minimize exchange-related inconveniences.

9. Cancellation Policy

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

Online and App Orders

• Orders may be cancelled within 5 minutes of being placed, provided the order has not yet entered the preparation stage.
• Once food preparation has begun, cancellations are not guaranteed and will be evaluated on a case-by-case basis.
• To request a cancellation, please contact us immediately at [email protected] or through our website.

Delivery Orders via Third-Party Platforms

If your order was placed through a third-party delivery service (e.g., DoorDash, Uber Eats, Grubhub), cancellation policies are governed by those platforms. Please contact the respective platform directly for cancellation requests.

Catering and Large Group Orders

• Catering orders must be cancelled at least 24 hours in advance of the scheduled fulfillment time to be eligible for a full refund.
• Cancellations made less than 24 hours before the scheduled time may be subject to a cancellation fee of up to 25% of the total order value.
• Same-day cancellations of catering orders are generally non-refundable.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, you have the right to escalate the matter. We are committed to resolving all disputes in a fair, transparent, and timely manner.

Step 1: Internal Escalation

Contact us directly at [email protected] and request that your case be escalated to a senior customer service representative or manager. Please reference your original refund request number and any prior correspondence.

Step 2: Formal Written Complaint

If the internal escalation does not resolve the issue to your satisfaction, you may submit a formal written complaint via email. We will acknowledge formal complaints within 2 business days and provide a final decision within 10 business days.

Step 3: External Remedies

If a resolution is still not reached, you may pursue the following external remedies:

• Better Business Bureau (BBB): You may file a complaint at www.bbb.org.
• Federal Trade Commission (FTC): Consumer complaints can be submitted at reportfraud.ftc.gov.
• State Attorney General's Office: You may contact your state's consumer protection division for assistance with unresolved disputes.
• Credit Card Chargeback: If you paid by credit or debit card, you retain the right to dispute the charge with your card issuer in accordance with the applicable cardholder agreement and applicable U.S. law.

11. Consumer Rights Under U.S. Law

As a consumer in the United States, you are protected by various federal and state laws, including:

• The Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive business practices in commerce.
• State consumer protection statutes, which vary by state and may provide additional rights beyond those outlined in this policy.
• For customers in California, the California Consumer Privacy Act (CCPA/CPRA) may also apply to how we handle your personal data in the context of refund requests.

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

12. Changes to This Policy

We reserve the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with an updated effective date. Your continued use of our website or services after such changes constitutes your acceptance of the revised policy. We encourage you to review this page periodically to stay informed of any updates.

13. Contact Information

For all refund-related inquiries, please reach out to us using the contact details below. Our customer support team is available during standard business hours, Monday through Friday, 9:00 AM – 6:00 PM (local time).