Refund Policy

Last Updated: June 19, 2026

1. Introduction

At Dave's Hot Chicken, we are committed to delivering the highest quality food and an exceptional customer experience with every order. We understand that situations may arise where a refund, replacement, or exchange is necessary, and we want to ensure that every customer is treated fairly and with respect.

This Refund Policy outlines your rights as a customer, the conditions under which refunds are granted, the process for submitting a refund request, and the expected timelines for resolution. This policy complies with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and relevant state consumer protection statutes.

If you have any questions about this policy, please contact us directly at [email protected].

2. Eligibility Conditions for Refunds

Refund requests will be evaluated on a case-by-case basis. To be eligible for a refund, one or more of the following conditions must be met:

• Incorrect Order: You received a different item than what was ordered (e.g., wrong spice level, wrong protein, wrong combo).
• Missing Items: One or more items from your order were not included in the delivery or pickup bag.
• Food Quality Issues: The food was undercooked, spoiled, contaminated, or otherwise unfit for consumption at the time of delivery or pickup.
• Allergen Concerns: You received a product containing an allergen that was specifically noted and excluded from your order, resulting in a health concern.
• Order Not Delivered: Your order was placed and paid for through our online platform but was never delivered and cannot be confirmed as received.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical or processing error.
• Cancelled Order: An order was cancelled by Dave's Hot Chicken due to unavailability or operational issues after full payment was received.

Refund requests that do not meet any of the above criteria may still be reviewed at the discretion of our customer service team. However, approval is not guaranteed in such cases.

3. Timeframes for Refund Requests

Time is an important factor in evaluating refund requests, especially for perishable food items. The following timeframes apply:

Requests submitted outside of the applicable timeframe may not be eligible for a refund. 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 Situations

Certain items and circumstances are not eligible for refunds. Please review the following list carefully:

• Change of Mind: Refunds are not issued because a customer changed their mind after placing and receiving an order.
• Spice Level Dissatisfaction: Dave's Hot Chicken offers a range of heat levels that are clearly described on our menu. Refunds will not be issued solely because a customer found the spice level too hot or too mild after choosing their preferred level.
• Partially Consumed Items: Items that have been substantially consumed are not eligible for a full refund, though a partial refund or replacement may be considered depending on the nature of the complaint.
• Promotional or Complimentary Items: Items received as part of a promotion, loyalty reward, or provided free of charge are not eligible for cash refunds.
• Third-Party Delivery Errors: If your order was placed and fulfilled through a third-party delivery platform (e.g., DoorDash, Uber Eats, Grubhub), refund requests must be directed to that platform in accordance with their own refund policies. Dave's Hot Chicken is not responsible for errors made by third-party delivery services.
• Customization Errors by the Customer: If an incorrect customization was selected at the time of ordering through no fault of Dave's Hot Chicken, a refund is generally not available. We encourage all customers to review their orders before submitting.
• Gift Cards and Digital Credits: Once purchased, gift cards and digital credits are non-refundable and non-transferable.

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

To submit a refund request, please follow the steps outlined below. Providing complete and accurate information will help us resolve your concern as quickly as possible.

1. Step 1 — Gather Your Order Information: Locate your order confirmation number, the date and time of the order, the items purchased, and the total amount charged. This information is typically found in your confirmation email or within your account on our website.
2. Step 2 — Document the Issue: If applicable, take clear photographs of the incorrect, missing, or unsatisfactory items. Visual evidence significantly speeds up the resolution process.
3. Step 3 — Contact Us: Reach out to our customer service team using one of the following methods:
   • Email: [email protected]
   • Website: hotchicken-daves.digital
4. Step 4 — Provide a Description: In your message, clearly describe the issue you experienced. Include your order number, the specific items affected, a description of the problem, and any photos you have taken.
5. Step 5 — Await Confirmation: Our customer service team will acknowledge receipt of your request within 1–2 business days and may follow up with additional questions if needed.
6. Step 6 — Resolution: Once your request has been reviewed and approved, we will notify you of the refund decision and the method by which the refund or replacement will be issued.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to appear in your account depends on your original payment method. The following estimated processing times apply:

Please note that these timeframes represent the period from the date of refund approval to the date the funds are returned to your account. Processing times may vary depending on your financial institution. Dave's Hot Chicken is not responsible for any delays caused by banks or payment processors.

7. Partial Refunds

In certain circumstances, a partial refund may be issued rather than a full refund. Conditions under which a partial refund may apply include:

• Only a portion of an order was incorrect, missing, or unsatisfactory.
• An item was partially consumed before a quality issue was discovered.
• A promotional discount or coupon was applied to the original order, and only the net amount paid for the affected item is refundable.
• The overall order quality was satisfactory except for one specific component.

The amount of a partial refund will reflect only the affected portion of the order. Our customer service team will communicate the specific refund amount before processing.

8. Exchange Policy

In many cases, we prefer to resolve order issues through a replacement or exchange rather than a monetary refund. Exchanges are available under the following conditions:

• The order contains an incorrect item that can be remade and delivered or made available for pickup within a reasonable timeframe.
• A missing item can be fulfilled and delivered or available for pickup without significant inconvenience to the customer.
• The customer prefers a replacement over a refund and the issue qualifies under this policy.

Exchanges are subject to product availability. If an item is no longer available, a refund for the value of the affected item will be issued instead. Exchanges must be requested within the same timeframes applicable to refund requests (see Section 3).

To request an exchange, please contact us via email at [email protected] and indicate your preference for a replacement rather than a refund.

9. Cancellation Policy

We understand that circumstances can change after an order is placed. Our cancellation policy is as follows:

9.1 Online Orders

Orders placed through our website at hotchicken-daves.digital may be cancelled and fully refunded within 5 minutes of order placement, provided that the order has not yet entered preparation. After this window, cancellations are not guaranteed, and refunds will be subject to review.

To request a cancellation, contact us immediately at [email protected] with your order number and cancellation request.

9.2 In-Store Orders

In-store orders are prepared immediately upon placement. Once an order has been submitted to the kitchen, cancellation is generally not possible. If a cancellation is requested before the order has been prepared, a full refund may be issued at the discretion of the store manager.

9.3 Catering and Large Group Orders

Catering and large group orders require a minimum of 48 hours' notice for cancellation to receive a full refund. Cancellations made less than 48 hours before the scheduled fulfillment time may result in a partial refund or no refund, depending on preparation costs already incurred.

10. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request, you have the right to escalate the matter through the following process:

10.1 Internal Escalation

Contact our customer service team at [email protected] and request that your case be escalated to a senior customer service representative or manager. Please include your original request reference number and a clear explanation of why you believe the initial decision was incorrect.

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 you were billed incorrectly or did not receive the goods or services you paid for. This right is protected under the Fair Credit Billing Act (FCBA) for credit card transactions. We encourage customers to attempt to resolve disputes directly with us before initiating a chargeback, as this allows for faster resolution.

10.3 FTC and State Consumer Protection

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 with your state's Attorney General office or consumer protection agency. Customers in California may also refer to their rights under the California Consumer Privacy Act (CCPA/CPRA) and other California consumer protection statutes.

10.4 Informal Mediation

Before pursuing formal legal action, both parties agree to make a good faith effort to resolve any dispute through informal negotiation. Either party may initiate this process by sending a written notice to the other party describing the dispute and the remedy sought.

11. Policy on Fraudulent Claims

Dave's Hot Chicken takes customer satisfaction seriously and extends good faith to all refund requests. However, we reserve the right to deny refund requests that are found to be fraudulent, exaggerated, or submitted in bad faith. Customers who repeatedly submit unfounded refund claims may be flagged, and their access to online ordering may be restricted. We reserve the right to take appropriate legal action in cases of fraud or abuse of this policy.

12. Changes to This Refund Policy

Dave's Hot Chicken reserves the right to update or modify this Refund Policy at any time without prior notice. Any changes will be effective immediately upon posting to our website at hotchicken-daves.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 or services after the posting of changes constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund-related inquiries, exchanges, cancellations, or complaints, please reach out to our customer service team using the contact details below. We aim to respond to all inquiries within 1–2 business days.