Refund Policy

At Church's Chicken, we are committed to delivering high-quality food and a satisfying customer experience with every order. We understand that situations may arise where a refund or exchange is necessary. This Refund Policy outlines our procedures, eligibility requirements, and timeframes to ensure a fair and transparent process for all customers. Please read this policy carefully before making a purchase through our website at chickenzchurch.click or at any of our participating locations.

1. General Refund Philosophy

We take customer satisfaction seriously. If you are not fully satisfied with your order, we encourage you to contact us as soon as possible so that we can work toward a resolution. Our refund policy is designed to be fair, reasonable, and consistent with applicable consumer protection standards under the Federal Trade Commission (FTC) Act and relevant state consumer protection laws within the United States.

All refund requests are evaluated on a case-by-case basis, and our team will make every reasonable effort to address your concern promptly and professionally.

2. Eligibility Conditions for Refunds

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

• The order was placed through our official website chickenzchurch.click or through a verified participating location.
• The food item received was incorrect, missing, or significantly different from what was ordered.
• The food item was of unacceptable quality, including being undercooked, contaminated, or containing foreign objects.
• You received a duplicate charge for the same order.
• A technical error occurred during the checkout process that resulted in an unintended or erroneous charge.
• The order was not delivered within a reasonable timeframe and was confirmed lost or undelivered by the delivery carrier or service.

3. Timeframes for Refund Requests

To be eligible for a refund, customers must submit their refund request within the following timeframes:

Requests submitted outside of these timeframes may not be honored unless exceptional circumstances are documented and verified by our customer service team.

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for a refund:

• Food items that have been partially or fully consumed, unless a quality or safety concern is documented.
• Orders where the customer provided incorrect delivery address information.
• Promotional items, complimentary add-ons, or items received as part of a special offer at no additional cost.
• Digital gift cards or promotional credits once redeemed.
• Delivery fees charged by third-party delivery platforms (customers must contact those platforms directly for delivery fee disputes).
• Tips or gratuities added at checkout.
• Requests based solely on a change of mind after the order has been prepared or dispatched.
• Catering orders canceled less than 48 hours before the scheduled event or delivery time.

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

To submit a refund request, please follow these steps carefully:

1. Gather Your Order Information: Locate your order confirmation number, receipt, or transaction ID. This information is included in your order confirmation email or on your in-store receipt.
2. Document the Issue: If applicable, take clear photographs of the food item(s) in question, especially if there is a quality, safety, or incorrect item concern.
3. Contact Our Customer Support Team: Reach out to us through one of the following channels:
   • Email: [email protected]
   • Website: chickenzchurch.click
4. Provide Required Details: Include the following in your refund request:
   • Full name
   • Order number or transaction ID
   • Date and time of purchase
   • Description of the issue
   • Any supporting photos or documentation
   • Preferred resolution (refund, replacement, or store credit)
5. Await Confirmation: Our customer service team will acknowledge your request within 1–2 business days and may request additional information if necessary.
6. Resolution: Once your request is reviewed and approved, the appropriate refund, replacement, or credit will be processed according to the payment method used and the timelines outlined in this policy.

6. Refund Processing Times by Payment Method

Once a refund is approved, the time it takes to receive your funds depends on the payment method used at the time of purchase:

Please note that while we process refunds promptly on our end, your financial institution or payment provider may have its own internal processing timelines that are beyond our control. If you have not received your refund after the stated timeframe, we recommend contacting your bank or payment provider directly.

7. Partial Refunds

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

• Only specific items within a larger order were incorrect, missing, or unsatisfactory, while other items were received correctly.
• A portion of the food was consumed before the quality issue was identified.
• A discount, coupon, or promotional code was applied to the order, affecting the refundable amount.
• The order included both refundable and non-refundable items.

The amount of a partial refund will be calculated based on the value of the affected items, excluding any applicable delivery fees, taxes already remitted, or non-refundable components. Our team will communicate the partial refund amount clearly before processing.

8. Exchange Policy

In many cases, particularly for in-store or pickup orders, we may offer to replace an unsatisfactory item rather than issue a monetary refund. Our exchange policy operates as follows:

• Exchanges are offered for incorrect orders (e.g., wrong item or flavor received) or items with verifiable quality issues.
• The replacement item must be of equal or lesser value to the original item purchased. If the replacement item is of greater value, the difference will be charged to the customer.
• Exchanges for online orders may be arranged through our customer service team and may involve a replacement order being dispatched at no additional cost.
• Exchanges are subject to the same eligibility timeframes as standard refund requests (see Section 3).
• We reserve the right to decline an exchange if the original item has been fully consumed or if the request does not meet our eligibility criteria.

9. Cancellation Policy

Order cancellations are subject to the following terms and conditions:

9.1 Standard Online Orders

Once an online order has been confirmed and sent to the kitchen for preparation, it may not be possible to cancel the order. We strongly encourage customers to review their orders carefully before completing checkout. If you need to cancel an order, please contact us immediately at [email protected]. Cancellations requested before food preparation begins may be fully refunded.

9.2 Catering and Bulk Orders

For catering or large-volume orders, cancellations must be submitted at least 48 hours in advance of the scheduled delivery or pickup time to receive a full refund. Cancellations made less than 48 hours before the scheduled time may be subject to a cancellation fee of up to 50% of the total order value to cover preparation and ingredient costs already incurred.

9.3 Pre-Scheduled or Pre-Paid Orders

Pre-scheduled orders, including holiday or event orders, must be canceled at least 72 hours in advance to qualify for a full refund. Cancellations made after this deadline will be reviewed individually, and refunds may be issued at our discretion depending on the extent of preparation already completed.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request or feel that your concern has not been adequately addressed, you have the right to escalate your dispute through the following process:

10.1 Internal Escalation

Request that your case be escalated to a senior customer service representative or manager by clearly stating this in your follow-up email to [email protected]. Please reference your original case or ticket number in all communications.

10.2 Chargeback Rights

As a customer in the United States, you retain the right to dispute charges directly with your bank or credit card issuer under applicable chargeback protections. However, we encourage you to attempt resolution through our internal channels first, as chargebacks may delay the resolution process.

10.3 Consumer Protection Resources

If you believe your consumer rights have been violated, you may file a complaint with the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov — for deceptive practices or unfair billing concerns.
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov — for payment and billing disputes.
• Your State Attorney General's Office — for state-level consumer protection complaints.

10.4 Informal Mediation

In the event of an unresolved dispute, both parties agree to attempt resolution through good-faith negotiation or informal mediation before pursuing formal legal action. This process should be initiated by written notice to our email address: [email protected].

11. Fraudulent or Abusive Refund Requests

We take the integrity of our refund process seriously. Any customer found to be submitting fraudulent, misleading, or abusive refund claims — including false quality complaints, fabricated evidence, or repeated bad-faith requests — may have their account suspended and future orders declined. We reserve the right to pursue legal remedies where fraudulent activity is identified in accordance with applicable federal and state laws.

12. Policy Updates

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

13. Contact Information for Refund Requests

For all refund-related inquiries, please reach out to us using the contact information below. Our customer service team is available to assist you Monday through Friday during regular business hours.

When contacting us, please have your order number, date of purchase, and a description of your concern ready to help us process your request as efficiently as possible. We are committed to resolving all refund inquiries in a timely, fair, and professional manner.