Refund Policy

Effective Date: May 22, 2026 | Last Updated: May 22, 2026

1. Introduction

At Dave's Hot Chicken, we are committed to delivering a high-quality dining experience and ensuring customer satisfaction with every order. We understand that issues may occasionally arise with your food order, delivery, or overall experience. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are handled.

By placing an order through our website at daveshotchicken-eat.digital or through any associated ordering platform, you acknowledge that you have read, understood, and agree to be bound by the terms of this Refund Policy. This policy is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and any applicable state-level consumer protection regulations.

2. Eligibility Conditions for Refunds

To be eligible for a refund, your request must meet one or more of the following conditions:

• Incorrect Order: You received an item or items that differ from what you ordered. This includes wrong spice levels, missing items, or incorrect menu items.
• Poor Food Quality: The food delivered or prepared was of unacceptable quality, including but not limited to undercooked food, spoiled ingredients, or food that poses a potential health or safety concern.
• Missing Items: One or more items you paid for were not included in your order upon delivery or pickup.
• Order Not Delivered: Your delivery order was never received, and the delivery was confirmed as lost or undelivered by the delivery service.
• Duplicate Charges: You were charged more than once for the same order due to a system or payment processing error.
• Unauthorized Transaction: A charge was made to your payment method without your authorization.

Refund eligibility is evaluated on a case-by-case basis. Dave's Hot Chicken reserves the right to request evidence, such as photographs or order confirmation numbers, to verify the validity of a refund request before processing.

3. Timeframes for Refund Requests

All refund requests must be submitted within the following timeframes to be considered:

Requests submitted outside of these timeframes may not be honored. We strongly encourage customers to inspect their orders immediately upon receipt and contact us as soon as an issue is identified.

4. Non-Refundable Items and Services

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

• Change of Mind: Refunds will not be issued simply because you changed your mind after placing an order or because you did not enjoy the taste or spice level of a food item.
• Consumed Orders: Items that have been partially or fully consumed are not eligible for a refund unless a verifiable quality or safety issue is reported.
• Correct Orders Delivered Late: While we strive for timely delivery, delays caused by third-party delivery services, traffic, or weather conditions do not automatically qualify for a refund if the order was prepared and dispatched correctly.
• Customer-Caused Errors: Orders placed with incorrect delivery addresses, incorrect customization, or other errors made by the customer during the ordering process are not eligible for refunds.
• Promotional or Discounted Items: Items purchased at a promotional price or using a discount code may have limited or no refund eligibility.
• Gift Cards and Vouchers: Once purchased and issued, gift cards and digital vouchers are non-refundable and non-transferable.
• Service or Delivery Fees: Third-party delivery service fees and platform service charges are generally non-refundable as they are collected by the respective third-party providers.

5. How to Request a Refund (Step-by-Step)

Follow these steps to submit a refund request with Dave's Hot Chicken:

1. Step 1 – Gather Your Information: Before contacting us, have the following information ready:
   • Your order confirmation number or receipt
   • The date and time your order was placed
   • A clear description of the issue
   • Photographic evidence, if applicable (e.g., incorrect item, food quality issue, missing item packaging)
2. Step 2 – Contact Customer Support: Reach out to our customer support team through one of the following channels:
   • Email: [email protected]
   • Website: daveshotchicken-eat.digital
3. Step 3 – Submit Your Request: Provide your full name, contact information, order details, and a clear explanation of the reason for your refund request. Attach any supporting photos or documentation where applicable.
4. Step 4 – Receive Acknowledgment: Once your request is submitted, you will receive a confirmation acknowledgment within 1–2 business days. This acknowledgment does not constitute approval of your refund.
5. Step 5 – Review and Decision: Our team will review your request and evaluate the evidence provided. You will be notified of the outcome within 3–5 business days of your initial submission.
6. Step 6 – Refund Issuance: If your refund is approved, it will be processed according to the timelines described in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the refund to appear will vary depending on your original payment method:

Please note that while we process refunds promptly, the actual timing of when the funds appear in your account is subject to your bank's or payment processor's policies, which are outside of our control. If you have not received your refund after the stated timeframe, we recommend contacting your bank or card issuer before reaching out to us.

7. Partial Refunds

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

• Only specific items within an order were incorrect, missing, or unsatisfactory, while the remainder of the order was prepared and delivered correctly.
• The customer consumed a portion of the order before identifying an issue.
• A discount, promotional offer, or coupon was applied to the original order, and the refund is calculated based on the amount actually paid for the affected item(s).
• The refund claim is partially verifiable but lacks sufficient evidence to support a full refund.

The amount of a partial refund will be determined at the sole discretion of Dave's Hot Chicken's customer support team, based on the nature and extent of the issue reported. Partial refund decisions will be communicated to the customer along with a detailed explanation of the amount approved.

8. Cancellation Policy

We understand that circumstances can change after an order is placed. Please review our cancellation guidelines below:

8.1 Online and App Orders

Orders placed through daveshotchicken-eat.digital or associated ordering platforms can be cancelled within 5 minutes of being placed, provided the order has not yet been accepted and confirmed by the restaurant kitchen. Once an order has been accepted and preparation has begun, cancellations may not be possible, and refunds will not be issued.

8.2 In-Store Orders

Once an in-store order has been placed and submitted to the kitchen, it cannot be cancelled. If you have a concern about your in-store order, please speak with a manager at the location immediately.

8.3 Pre-Orders and Large Group Orders

Pre-orders or large catering-style group orders may be cancelled with at least 24 hours' notice prior to the scheduled pickup or delivery time to receive a full refund. Cancellations made less than 24 hours in advance may be subject to a cancellation fee or may only qualify for a partial refund, depending on the extent of preparation already completed.

9. Exchange Policy

Dave's Hot Chicken offers exchanges under the following conditions:

• Wrong Item Received: If you received an item different from what you ordered, we will prepare and provide the correct item at no additional charge, subject to availability. Exchanges must be requested at the time of pickup or within 30 minutes of delivery.
• Incorrect Spice Level: If your order was prepared at the wrong spice level due to a restaurant error (not a customer input error), we will remake the item at the correct level. Customers who selected a spice level and later wish to change it are not eligible for an exchange.
• In-Store Exchanges: Exchanges for in-store purchases must be requested before leaving the restaurant. We are unable to accommodate exchanges for orders that have been taken off the premises, except in cases of verifiable quality or safety concerns.

Exchanges are subject to item availability at the time of the request. In cases where a direct exchange is not possible, a store credit or refund of equivalent value will be offered instead.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund or exchange request, Dave's Hot Chicken provides the following dispute resolution process:

10.1 Internal Escalation

You may request that your case be escalated to a senior member of our customer support team or management. To do so, reply to your original email correspondence and clearly state that you wish to escalate your complaint. Escalated cases will be reviewed and responded to within 5–7 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute a charge with your bank or credit card issuer if you believe a transaction was unauthorized or that goods or services were not provided as promised. This right is protected under federal banking regulations and the Fair Credit Billing Act (FCBA). We encourage customers to attempt to resolve disputes directly with us before initiating a chargeback.

10.3 FTC and Consumer Protection Agencies

If you believe your consumer rights have been violated, you may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or contact your state's Attorney General's office or consumer protection bureau for further assistance.

10.4 Informal Resolution

We strongly prefer to resolve all disputes amicably and directly with our customers. Before pursuing formal legal or regulatory remedies, we ask that customers contact us directly and allow us a reasonable opportunity to resolve the matter in good faith.

11. Changes to This Refund Policy

Dave's Hot Chicken reserves the right to update, modify, or amend this Refund Policy at any time. Any changes will be effective immediately upon posting to our website at daveshotchicken-eat.digital. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically to stay informed of any updates.

Your continued use of our website and services following the posting of changes constitutes your acceptance of the updated policy.

12. Contact Information

If you have any questions, concerns, or wish to submit a refund request, please do not hesitate to contact our customer support team. We are here to help and are committed to resolving your concerns as quickly and fairly as possible.