Refund Policy

Effective Date: May 28, 2026 | Last Updated: May 28, 2026

1. Introduction

At Dave's Hot Chicken, we are committed to delivering an exceptional dining experience and ensuring complete customer satisfaction. We understand that there may be occasions where an order does not meet your expectations, and we have established this Refund Policy to address such situations fairly and transparently.

This policy applies to all orders placed through our website cafe-daveshotchicken.click, our mobile ordering platform, third-party delivery partners, and in-store purchases. All refund requests are handled in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state regulations.

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

2. Eligibility Conditions for Refunds

We want every customer to enjoy their food from Dave's Hot Chicken. A refund may be issued under the following conditions:

• Incorrect Order: You received an item that was different from what you ordered (e.g., wrong spice level, wrong protein, wrong side dish).
• Missing Items: One or more items from your order were missing upon delivery or pickup.
• Food Quality Issues: The food was undercooked, spoiled, contaminated, or otherwise unfit for consumption at the time of receipt.
• Allergic Reactions due to Incorrect Preparation: If an allergen was present in your food despite a clearly stated allergy request at the time of ordering, you may be eligible for a refund.
• Significant Delivery Delays: If your delivery order arrived significantly later than the estimated delivery time and the food quality was compromised as a result.
• Duplicate Charges: If you were charged more than once for the same order due to a technical or billing error.
• Cancelled Orders: If we are unable to fulfill your order for any reason on our end, you are entitled to a full refund.

To be eligible for a refund, you must contact us within the applicable timeframe specified in Section 3 below and provide supporting documentation where requested.

3. Timeframes for Refund Requests

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

Refund requests submitted outside these timeframes may not be honored at our discretion. We 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

While we strive to accommodate all reasonable refund requests, the following are generally not eligible for refunds:

• Change of Mind: If you simply change your mind after placing or receiving your order, a refund will not be issued.
• Spice Level Dissatisfaction: Dave's Hot Chicken is known for its bold and intense heat levels. If you ordered a spice level and found it too hot or not hot enough based on personal taste, this does not qualify for a refund. We encourage all customers to review our spice level descriptions before ordering.
• Partially Consumed Items: If a significant portion of the food has been consumed, a refund will not be granted unless a genuine quality issue is documented.
• Third-Party Delivery Issues: If the issue was caused solely by a third-party delivery service (such as DoorDash, Uber Eats, or Grubhub), you may need to submit your refund request directly to that platform. Dave's Hot Chicken is not responsible for delivery delays or handling issues caused by third-party couriers.
• Promotional or Discounted Orders: Orders placed using promotional codes, coupons, or special discount offers may be subject to limited refund eligibility depending on the terms of the promotion.
• Gift Cards: Gift card purchases are non-refundable and cannot be exchanged for cash.
• Completed and Verified Correct Orders: If your order has been confirmed as correctly prepared and delivered according to your original specifications, a refund will not be issued.

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

To initiate a refund, please follow these steps:

1. Step 1 — Gather Your Order Information: Locate your order confirmation number, receipt, or proof of purchase. Take clear photos of the food or packaging if the issue is related to quality, quantity, or incorrect items.
2. Step 2 — Contact Our Customer Support Team: Reach out to us via email at [email protected] or visit our website at cafe-daveshotchicken.click. You may also contact us in person at our location.
3. Step 3 — Provide Details: In your refund request, include the following information:
   • Full name and contact information
   • Order number or transaction ID
   • Date and time of the order
   • Description of the issue
   • Photos or supporting evidence (if applicable)
   • Your preferred refund method (original payment method or store credit)
4. Step 4 — Review Process: Our customer service team will review your request within 1–2 business days. We may contact you for additional information if needed.
5. Step 5 — Resolution: Once your request has been reviewed and approved, we will notify you of the outcome and initiate the refund or replacement as applicable.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds depends on your original payment method:

Please note that while we process refunds promptly on our end, the actual time for funds to appear in your account may vary depending on your bank or financial institution. Dave's Hot Chicken is not responsible for delays caused by third-party financial processors.

7. Partial Refunds

In some situations, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only a portion of your order was incorrect or missing (e.g., one item out of a multi-item order was wrong).
• The food quality issue affected only part of your order.
• A significant portion of the food had already been consumed prior to raising a complaint.
• A discount or promotional code was applied at checkout, and the refund amount will be adjusted proportionally.
• The order was partially correct, and only the affected items are being refunded.

Our customer service team will communicate the exact refund amount to you before processing. You will have the opportunity to accept the partial refund or escalate the matter through our dispute resolution process described in Section 10.

8. Exchange Policy

In many cases where a food item is incorrect or does not meet our quality standards, we are happy to offer a replacement rather than a refund. Our exchange policy includes the following terms:

• Same-Day Exchanges: If you are dining in or picking up your order, incorrect items may be replaced immediately upon informing our staff.
• Delivery Order Exchanges: For delivery orders, we can arrange a replacement item on your next order or as a store credit, subject to availability and our team's discretion.
• No Exchange for Change of Mind: We do not offer exchanges due to a change in preference after the food has been prepared.
• Spice Level Adjustments: While we do not guarantee exchanges solely for spice level preferences, please inform our team at the time of ordering to ensure accuracy.

If you prefer an exchange over a refund, please indicate this when contacting our customer support team. We will do our best to accommodate your request.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

9.1 Customer-Initiated Cancellations

• Orders may be cancelled free of charge if cancelled before food preparation has begun.
• Once food preparation has started, cancellations may not be accepted, and a refund may not be issued.
• To cancel an order, contact us immediately at [email protected] or call us directly. The sooner you contact us, the better the chance of a successful cancellation.
• Catering or bulk orders must be cancelled at least 48 hours in advance to receive a full refund. Cancellations made within 24 hours of the scheduled catering event may be subject to a cancellation fee of up to 50% of the order total.

9.2 Business-Initiated Cancellations

• If Dave's Hot Chicken must cancel your order due to ingredient shortages, operational issues, or circumstances beyond our control, you will receive a full refund processed within 3–5 business days.
• We will notify you as soon as possible if your order cannot be fulfilled.

10. Dispute Resolution Process

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

1. Step 1 — Internal Escalation: Contact our customer service team and request that your case be escalated to a manager or supervisor. We aim to resolve all escalated concerns within 3 business days.
2. Step 2 — Formal Written Complaint: If the issue remains unresolved, submit a formal written complaint to [email protected] with the subject line "Formal Refund Dispute." Include all relevant documentation and your desired resolution.
3. Step 3 — Consumer Protection Resources: If you believe your consumer rights have been violated, you may contact the Federal Trade Commission (FTC) at www.ftc.gov or your relevant state consumer protection agency.
4. Step 4 — Chargeback / Payment Dispute: As a last resort, you may contact your bank or credit card provider to initiate a chargeback. We encourage customers to attempt to resolve disputes directly with us before pursuing this option, as chargebacks may result in account restrictions.

We are committed to resolving all disputes in a fair, timely, and professional manner. Our goal is always to ensure you leave every interaction with Dave's Hot Chicken feeling satisfied and valued.

11. Consumer Rights Under U.S. Law

As a customer in the United States, you are protected by various federal and state consumer protection laws. These include, but are not limited to:

• Federal Trade Commission (FTC) Act: Protects consumers against unfair or deceptive acts and practices in commerce.
• California Consumer Privacy Act (CCPA/CPRA): For customers located in California, you may have additional rights regarding your personal information used during the ordering process.
• State-Specific Consumer Protection Laws: Depending on your state of residence, additional protections may apply. Please consult your state attorney general's office for more information.

Nothing in this Refund Policy is intended to limit or exclude any rights you may have under applicable law.

12. Policy Updates

Dave's Hot Chicken reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at cafe-daveshotchicken.click. We encourage all customers to review this policy periodically. Continued use of our services following any changes constitutes your acceptance of the updated policy.

13. Contact Information

For all refund requests, questions, or concerns, please reach out to our customer support team using the following contact details: