Refund Policy

Effective Date: June 21, 2026 | Last Updated: June 21, 2026

1. Introduction

At Dave's Hot Chicken, we are deeply committed to delivering an exceptional dining experience with every order. We take immense pride in the quality of our food, the accuracy of our orders, and the satisfaction of every customer we serve. We understand, however, that situations may arise where a refund or replacement is necessary, and we want to ensure that our customers are treated fairly and transparently.

This Refund Policy has been established in accordance with applicable United States consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) Act. If you are located in California, additional rights may apply to you under the California Consumer Protection Act (CCPA/CPRA). This policy outlines the conditions under which refunds, exchanges, and cancellations are accepted, as well as the procedures you must follow to request them.

For any questions or concerns regarding this policy, please contact us directly at [email protected] or visit our website at daveshotchicken.click.

2. Eligibility Conditions for Refunds

Not every order will automatically qualify for a refund. We evaluate each refund request on a case-by-case basis. To be eligible for a refund, your situation must meet one or more of the following conditions:

• Incorrect Order: You received an item or items that differ from what was listed in your confirmed order (e.g., wrong spice level, wrong sandwich, missing side dish).
• Missing Items: One or more items listed on your receipt or order confirmation were not included in your delivery or pickup order.
• Food Quality Issues: The food received was undercooked, spoiled, contaminated, or otherwise unfit for consumption at the time of delivery or pickup.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Order Not Received: Your delivery order was confirmed but never arrived, and the delivery was not completed by the assigned courier or platform.
• Significant Delays: Your order was delayed to such an extent that the food was rendered inedible or unusable upon arrival.

We reserve the right to deny refund requests that do not fall within the eligibility criteria listed above, or where sufficient evidence is not provided to support the claim.

3. Non-Refundable Items and Situations

Certain purchases and circumstances are not eligible for refunds. The following items and situations are explicitly excluded from our refund policy:

• Orders where the customer has already consumed more than 50% of the food before reporting an issue.
• Dissatisfaction based solely on personal taste preferences, spice tolerance, or subjective opinions about flavoring (as our menu clearly describes spice levels).
• Promotional or discounted items that were clearly marked as non-refundable at the time of purchase.
• Gift cards, vouchers, or promotional credits once they have been redeemed or used.
• Orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, Grubhub, etc.) — these must be handled directly through the respective platform's refund procedures.
• Requests submitted beyond the eligible refund timeframe (see Section 4).
• Orders affected by circumstances beyond our control, including but not limited to natural disasters, extreme weather events, or third-party logistics failures.
• Customization errors made by the customer during the ordering process (e.g., selecting the wrong spice level or omitting allergen notes).

4. Timeframes for Refund Requests

Timing is critical when it comes to food-related refund requests. Due to the perishable nature of our products, we enforce the following timeframes strictly:

Requests submitted after these deadlines will generally not be honored. We strongly encourage customers to inspect their orders immediately upon receipt and contact us as soon as possible if there is an issue.

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

If you believe your order qualifies for a refund, please follow the steps below carefully to ensure your request is processed in a timely and efficient manner:

1. Step 1 — Do Not Discard the Order: Keep the food item(s) in question, along with any packaging, until your case has been reviewed. We may request photographic evidence.
2. Step 2 — Gather Your Order Information: Locate your order confirmation number, the date and time of the order, the payment method used, and the specific issue you are reporting.
3. Step 3 — Take Photographs: If the issue is food quality-related (e.g., wrong item, spoiled food, missing item), take clear photographs of the food, the packaging, and the receipt or order confirmation screen.
4. Step 4 — Contact Us Directly: Reach out to our customer support team through one of the following methods:
   • Email: [email protected]
   • Website: daveshotchicken.click
5. Step 5 — Provide All Required Details: In your message, include your full name, order number, contact information, a clear description of the issue, and any supporting photos or documentation.
6. Step 6 — Await Confirmation: Our team will acknowledge your request within 1–2 business days and may follow up for additional information if needed.
7. Step 7 — Resolution: Once your request has been reviewed and approved, we will notify you of the outcome and initiate the appropriate resolution (refund, replacement, or store credit).

6. Refund Processing Times by Payment Method

Once your refund request has been approved, please allow the following timeframes for the refund to be processed and reflected in your account:

Please note that while we initiate the refund promptly upon approval, the actual time for the funds to appear in your account may vary depending on your financial institution or payment provider. Dave's Hot Chicken is not responsible for delays caused by third-party payment processors or banks.

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 circumstances:

• Only a portion of the order was affected by the issue (e.g., one item out of a multi-item order was incorrect or missing).
• The customer has partially consumed the order prior to identifying and reporting the issue.
• A promotional discount or coupon was applied to the original order — the refund may reflect only the amount actually paid for the affected item.
• The issue is considered minor and does not warrant a full refund based on our internal review.

The amount of any partial refund will be determined by our customer service team and communicated clearly to the customer before processing.

8. Exchange Policy

In many cases, especially for in-store or pickup orders, Dave's Hot Chicken may offer a direct replacement or exchange as an alternative to a monetary refund. The following conditions apply to exchanges:

• Exchange requests must be made at the time of pickup or within 2 hours of delivery for delivery orders.
• The original item must be returned to the store (for in-store/pickup orders) in its original packaging where possible.
• Exchanges are offered for items of equal or lesser value. If you prefer an item of greater value, you may pay the difference.
• Exchanges are subject to availability. If the desired replacement item is not available, a store credit or refund will be offered instead.
• We do not facilitate exchanges through third-party delivery platforms. These must be managed through the respective platform.

9. Cancellation Policy

We begin preparing your food shortly after your order is received. As a result, our cancellation window is extremely limited. Please review our cancellation terms below:

• To cancel an order, contact us immediately via email at [email protected] with your order number and cancellation request.
• If your cancellation request is received within the permitted window and preparation has not started, a full refund will be issued.
• If preparation has already begun at the time of your cancellation request, we are unable to process a cancellation or issue a refund for that order.
• For orders placed through third-party delivery apps, cancellations must be processed through those respective platforms in accordance with their individual cancellation policies.
• Catering or large group orders may be subject to separate cancellation terms. Please contact us in advance for details on bulk or event orders.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate the matter. Dave's Hot Chicken is committed to resolving disputes fairly, transparently, and in compliance with applicable law.

Step 1 — Internal Escalation

Contact our customer service team at [email protected] and request a formal review of your case. Please reference your original refund request number or communication thread. A senior member of our team will re-examine your case and respond within 3–5 business days.

Step 2 — Written Complaint

If the internal escalation does not resolve your concern, you may submit a formal written complaint. Written complaints may be sent via email to the address listed above. We will respond in writing within 10 business days of receiving your formal complaint.

Step 3 — External Bodies and Consumer Protection Resources

If you remain unsatisfied after exhausting our internal resolution process, you may pursue the matter through the following external channels:

• Federal Trade Commission (FTC): File a consumer complaint at www.ftc.gov or call 1-877-FTC-HELP (1-877-382-4357).
• Better Business Bureau (BBB): Submit a complaint at www.bbb.org.
• State Attorney General's Office: Contact your state's consumer protection office for assistance with unresolved disputes.
• California Residents: If you are located in California, you may have additional rights under the California Consumer Privacy Act (CCPA/CPRA). You may contact the California Attorney General's office at oag.ca.gov.

We encourage all customers to contact us directly first, as most issues can be resolved quickly and amicably through our customer support team.

11. Chargebacks and Payment Disputes

We strongly encourage customers to contact us directly before initiating a chargeback with their bank or credit card provider. Filing a chargeback without first attempting resolution through our customer service team may result in delays and complications.

If a chargeback is filed without prior communication with us, we reserve the right to dispute the chargeback and provide evidence of the original transaction, order fulfillment, and our refund policy. Customers who engage in fraudulent chargeback claims may be subject to account suspension and further legal action as permitted by applicable law.

12. Policy Modifications

Dave's Hot Chicken reserves the right to modify, update, or revise this Refund Policy at any time without prior notice. Changes will be effective immediately upon publication on our website at daveshotchicken.click. 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 changes. Continued use of our services following any modifications constitutes acceptance of the revised policy.

13. Contact Information

If you have any questions, concerns, or refund requests, please do not hesitate to reach out to us. Our customer support team is ready to assist you: