Refund Policy

Effective Date: March 25, 2026 | Last Updated: March 25, 2026

1. Introduction

At Church's Chicken, accessible via churchchicks.click, customer satisfaction is our top priority. We understand that issues may occasionally arise with your food order, delivery, or overall experience. This Refund Policy has been established to ensure that all refund, exchange, and cancellation requests are handled fairly, transparently, and in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state consumer protection statutes.

This policy applies to all orders placed through our website, mobile application, third-party delivery partners, or directly at participating locations. We encourage all customers to review this policy thoroughly to understand their rights and our obligations.

For any questions or concerns about this policy, please contact us at:

• Email: [email protected]
• Website: churchchicks.click

2. Eligibility Conditions for Refunds

Refunds are available under specific circumstances. A refund request may be considered eligible if one or more of the following conditions are met:

• Incorrect Order: You received items that differ materially from what you ordered (e.g., wrong food item, wrong size, missing items).
• Poor Food Quality: The food received was demonstrably below acceptable quality standards, such as being undercooked, spoiled, or containing foreign objects.
• Non-Delivery: Your order was confirmed and paid for but was never delivered within the estimated delivery window.
• Duplicate Charge: Your payment method was charged more than once for the same order due to a technical error.
• Allergic Reaction Due to Mislabeling: If an order was confirmed to contain an allergen that was not disclosed on the menu or in the order confirmation, and this caused an adverse reaction.
• Significant Delivery Delay: The order arrived substantially later than the confirmed delivery estimate and the food was no longer fit for consumption upon arrival.

To be eligible for a refund, you must also satisfy the following general conditions:

• The refund request must be submitted within the applicable timeframe (see Section 3).
• You must provide sufficient evidence to support your claim (e.g., photographs, order confirmation number, receipt).
• The issue must not have been caused by incorrect information provided by the customer at the time of ordering.
• The customer must not have already consumed the majority of the food item(s) in question before raising the complaint.

3. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and process refund requests appropriately. The following timeframes apply:

4. Non-Refundable Items and Situations

Certain items, transactions, and situations are not eligible for refunds, including but not limited to:

• Change of Mind: Refunds will not be issued simply because a customer changes their mind about an order after it has been prepared or delivered.
• Consumed Orders: Food items that have been substantially consumed are not eligible for a refund unless a genuine quality issue is identified and verified.
• Customer Input Errors: If a customer places an incorrect order due to their own error (wrong item selected, wrong customization, wrong delivery address), a refund may not be issued once the order has been prepared.
• Promotional or Free Items: Items received as part of a promotional deal, loyalty reward, or complimentary offer are not eligible for refunds.
• Delivery Fees: Delivery and service fees are generally non-refundable unless the non-delivery was entirely due to our error.
• Tips and Gratuities: Tips paid to delivery drivers are non-refundable once distributed.
• Orders Fulfilled Correctly: If the order was prepared and delivered correctly in accordance with what was ordered, no refund will be issued for personal taste preferences.

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

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

1. Gather Your Information: Before contacting us, please have the following details ready:
   • Your full name and contact information
   • Order confirmation number or receipt
   • Date and time of the order
   • A clear description of the issue
   • Photographs or supporting evidence (if applicable)
2. Contact Us: Reach out to our customer support team via email at [email protected] or through the contact form available at churchchicks.click. Please use the subject line: "Refund Request – [Your Order Number]".
3. Submit Your Claim: In your message, clearly describe the nature of the issue, the resolution you are seeking (refund, replacement, or credit), and attach any supporting documentation or images.
4. Await Acknowledgment: You will receive an acknowledgment of your request within 1–2 business days. Our team will review your submission and may follow up with additional questions.
5. Review and Decision: Our customer support team will assess the claim, review order records, and make a determination within 3–5 business days of receiving all required information.
6. Refund Issuance: If your refund is approved, you will receive notification of the approved amount and the processing timeline based on your payment method (see Section 6).

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account depends on the original payment method used:

Please note that while we process refunds promptly on our end, additional delays may occur due to your bank's or payment provider's processing timelines, which are beyond our control. If you do not see your refund after the expected timeframe, we recommend contacting your bank or payment provider for further assistance.

7. Partial Refunds

In certain circumstances, only a partial refund may be warranted rather than a full refund. Partial refunds may be issued when:

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the remainder was fulfilled correctly.
• A food quality issue affected only specific items in a larger order.
• The customer partially consumed the order before reporting the issue, making it impossible to fully verify the claim.
• A discount, coupon, or promotional code was applied at checkout, in which case the refund will be calculated based on the amount actually paid.
• A delivery fee component is disputed when partial delivery was successfully completed.

Partial refund amounts will be communicated to the customer prior to processing. The customer may accept the partial refund or escalate the matter through our dispute resolution process (see Section 10).

8. Exchange Policy

We understand that sometimes a direct exchange may be preferable to a monetary refund. Exchange requests are subject to the following conditions:

• In-Store Exchanges: For orders placed directly at one of our participating locations, exchanges for incorrect or unsatisfactory items may be arranged immediately on-site by speaking with a store manager. The exchange must be requested at the time of the issue, or within a reasonable time not exceeding the store visit duration.
• Online / Delivery Order Exchanges: For orders placed online or via delivery, we are unable to facilitate a direct food exchange after delivery. In such cases, a refund or store credit will be offered as an alternative.
• Replacement Orders: In lieu of a traditional exchange, we may offer to send a replacement order at no additional charge, subject to availability and feasibility within your delivery area.
• Store Credit: If you prefer, we may issue a store credit equivalent to the value of the item(s) in question, which can be applied to your next order at churchchicks.click.

9. Cancellation Policy

We recognize that circumstances may require customers to cancel an order. Our cancellation policy is as follows:

9.1 Online Orders

• Before Order Preparation Begins: If you cancel your order before it has entered the preparation stage, you are entitled to a full refund of the amount paid, including any applicable fees.
• During Preparation: Once the kitchen has begun preparing your order, cancellation may not be possible. In some cases, a partial refund may be offered depending on the stage of preparation and any ingredients or services already committed.
• After Dispatch: Orders that have already been dispatched for delivery cannot be cancelled. You may, however, submit a refund request if the delivered order does not meet the eligibility criteria outlined in Section 2.

9.2 In-Store Orders

In-store orders cannot be cancelled after they have been placed with the cashier and payment has been processed. If you have concerns about an in-store order, please speak with the store manager immediately.

9.3 Catering or Large Group Orders

• Cancellations made more than 48 hours before the scheduled pickup or delivery time are eligible for a full refund.
• Cancellations made 24–48 hours before the scheduled time may be subject to a cancellation fee of up to 25% of the total order value.
• Cancellations made less than 24 hours before the scheduled time may result in forfeiture of the full order amount, as ingredients and labor will have already been committed.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund or cancellation request, you have the right to escalate your concern through the following dispute resolution process:

Step 1: Internal Escalation

Contact our senior customer service team directly at [email protected] with the subject line: "Escalated Dispute – [Your Order Number]". Please include your original refund request details and the reason you are dissatisfied with the initial decision. A senior representative will review your case within 5 business days.

Step 2: Formal Written Complaint

If your concern remains unresolved after internal escalation, you may submit a formal written complaint by emailing [email protected]. The complaint will be reviewed by our management team, and you will receive a final written decision within 10 business days.

Step 3: External Consumer Protection Resources

If you remain unsatisfied after exhausting our internal dispute resolution process, you may seek assistance from the following external bodies:

• Federal Trade Commission (FTC): reportfraud.ftc.gov
• Better Business Bureau (BBB): bbb.org
• Your State Attorney General's Office – contact information available through your respective state government website.
• Consumer Financial Protection Bureau (CFPB) – for payment and billing-related disputes: consumerfinance.gov

11. Governing Law

This Refund Policy is governed by and construed in accordance with the laws of the United States of America, including applicable federal consumer protection regulations enforced by the Federal Trade Commission (FTC). For customers in California, additional rights may be available under the California Consumer Privacy Act (CCPA/CPRA) and the California Consumer Protection Act. All disputes arising under this policy shall be subject to the jurisdiction of the applicable courts in the United States.

12. Amendments to This Policy

We reserve the right to modify or update this Refund Policy at any time. Changes will become effective upon posting to our website at churchchicks.click. The date of the most recent revision will be displayed at the top of this page. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our services following any amendments constitutes acceptance of the revised policy.

13. Contact Information

For all refund inquiries, cancellations, exchanges, or dispute escalations, please contact our dedicated customer support team using the information below: