Refund Policy

At Dave's Hot Chicken, we are committed to delivering a satisfying dining experience with every order. We understand that sometimes things do not go as expected, and we want to make sure you feel confident and supported when that happens. This Refund Policy outlines your rights and our procedures when it comes to refunds, exchanges, cancellations, and dispute resolution for orders placed through our website at daveshotchicken-eat.top or through any affiliated ordering platform.

Please read this policy carefully before placing an order. By completing a purchase through our platform, you acknowledge that you have read, understood, and agreed to the terms outlined in this Refund Policy.

1. Our Commitment to Customer Satisfaction

Dave's Hot Chicken takes pride in the quality and consistency of every dish we prepare. Our menu items are crafted with fresh ingredients and prepared to order. However, we recognize that errors can occasionally occur — whether it is an incorrect item, a missing component, a quality concern, or a technical issue with your order. In such cases, we are here to make it right.

This policy applies to all orders placed directly through daveshotchicken-eat.top. For orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, Grubhub, or others), please refer to the refund policy of the respective platform, as those orders are subject to their own terms and conditions.

2. Refund Eligibility Conditions

You may be eligible for a full or partial refund under the following circumstances:

• You received an item that was significantly different from what was described on the menu or in your order confirmation.
• Your order arrived with missing items that were charged but not delivered.
• The food was spoiled, contaminated, or presented a food safety concern upon delivery or pickup.
• You experienced a verified technical issue during checkout that resulted in a duplicate charge or an order that was never processed or fulfilled.
• Your order was not delivered within a reasonable timeframe and no attempt was made to fulfill it.
• You received a food item that triggered an allergic reaction due to incorrect preparation or failure to honor a documented allergy request made at the time of order.

3. Timeframes for Refund Requests

To ensure that your refund request can be properly investigated and processed, we require that you contact us within the following timeframes:

Refund requests submitted outside of these timeframes may not be honored. We strongly encourage customers to inspect their orders upon receipt and contact us promptly if any issues are identified.

4. Non-Refundable Items and Situations

The following circumstances are generally not eligible for a refund:

• Orders where the customer has consumed more than half of the item and then reported a quality concern.
• Spice level dissatisfaction when the item was prepared correctly according to the selected heat level.
• Changes of mind after an order has been confirmed and preparation has begun.
• Delivery delays caused by circumstances beyond our control, including but not limited to traffic, severe weather, or third-party courier issues.
• Customization errors where the customer provided incorrect instructions during the ordering process.
• Promotional or discounted items purchased through limited-time offers, unless the item itself is defective or incorrect.
• Gift cards and promotional credits once they have been applied to an order.
• Any add-ons, sides, or beverages that were correctly fulfilled as ordered.

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

If you believe you are eligible for a refund based on the conditions outlined above, please follow these steps:

1. Step 1 — Gather Your Order Information: Locate your order confirmation email, which includes your order number, itemized receipt, and the date and time of your order. This information is essential for processing your request.
2. Step 2 — Document the Issue: If applicable, take clear photographs of the food item in question, particularly if there is a quality concern, missing item, or incorrect preparation. Visual documentation significantly speeds up the review process.
3. Step 3 — Contact Us: Reach out to our customer support team through one of the following channels:
   • Email: [email protected]
   • Website: daveshotchicken-eat.top
4. Step 4 — Provide Details: In your message, include the following information:
   • Full name and contact email used for the order
   • Order number
   • Date and time of the order
   • Description of the issue
   • Photographs (if applicable)
   • Your preferred resolution (refund, replacement, or store credit)
5. Step 5 — Await Review: Our customer support team will acknowledge your request within 1–2 business days and may follow up with additional questions if necessary.
6. Step 6 — Resolution Notification: Once your request has been reviewed, you will receive a written notification of the outcome. If approved, you will be informed of the refund amount and the method and timeline for processing.

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 the original payment method used:

Please note that while we process refunds promptly on our end, the actual timing 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 once the refund has been initiated on our side.

7. Partial Refunds

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

• Only a portion of your order was incorrect or missing, while the remainder was fulfilled accurately.
• A food item was partially consumed before a concern was identified.
• A promotional discount was applied to the original order, and the refund will reflect the amount actually paid for the affected item.
• The issue reported affects only one component of a combo meal or bundled order.

The exact amount of any partial refund will be communicated to you clearly before the refund is processed. You have the right to accept the partial refund or request further review of the decision.

8. Exchange Policy

For in-person pickup orders at our physical location, we may be able to offer a replacement item or exchange in lieu of a monetary refund, depending on the nature of the issue and the time elapsed since the original order was placed. Exchanges are subject to the following conditions:

• The original item must be returned (or a reasonable explanation provided for why it cannot be returned) in order to receive a replacement.
• Exchange requests must be made within 30 minutes of pickup for quality-related concerns.
• Exchanges are only available for items of equal or lesser value. If you would like a higher-value item, the price difference may be charged.
• Exchanges are not available for delivery orders. Delivery order concerns are handled exclusively through our refund process.

To request an exchange, please contact us at [email protected] with your order details and the nature of the issue.

9. Cancellation Policy

We begin preparing food orders shortly after they are confirmed. As a result, our ability to accommodate cancellations is limited. The following guidelines apply:

9.1 Online Orders

If you need to cancel an online order, you must do so within 5 minutes of placing the order. After this window, your order will have entered the preparation queue and cancellation may no longer be possible. To request a cancellation, contact us immediately at [email protected] with your order number and cancellation request.

9.2 Catering or Bulk Orders

For catering or large group orders, cancellations must be submitted at least 48 hours before the scheduled pickup or delivery time to receive a full refund. Cancellations made between 24 and 48 hours in advance may receive a partial refund of up to 50% of the order total. Cancellations made less than 24 hours in advance are non-refundable due to the cost of ingredients and preparation already incurred.

9.3 Scheduled Future Orders

If you have scheduled an order for a future date through our website, you may cancel without penalty up to 12 hours before the scheduled delivery or pickup time. After that window, standard cancellation terms apply.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of a refund request, or if you believe that your concern has not been adequately addressed, you have the right to escalate the matter through the following process:

10.1 Internal Escalation

Submit a written escalation request to [email protected] with the subject line "Refund Dispute Escalation." Include your original case number, the resolution that was offered, and the reason you are disputing that outcome. A senior member of our customer experience team will review the escalation and respond within 3 to 5 business days.

10.2 Chargeback Rights

If you are a credit or debit cardholder and believe you have been incorrectly charged, you retain the right to contact your bank or card issuer to initiate a chargeback under applicable consumer protection regulations. We encourage you to attempt resolution with us directly before initiating a chargeback, as this allows us to resolve the issue more quickly and efficiently for all parties.

10.3 Consumer Protection Resources

As a customer in the United States, you also have the right to file a complaint with the following regulatory bodies if you believe your consumer rights have been violated:

• Federal Trade Commission (FTC): www.ftc.gov — For unfair or deceptive business practices under the FTC Act.
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov — For billing and payment disputes.
• Your State Attorney General's Office: Each U.S. state has a consumer protection division. Contact your state's office for guidance on local consumer rights applicable to food service transactions.

10.4 Governing Law

This Refund Policy is governed by and construed in accordance with the laws of the United States and the applicable laws of the state in which transactions are processed. Any disputes arising from this policy that cannot be resolved informally shall be subject to binding arbitration or the jurisdiction of the applicable state courts, depending on the nature and amount of the dispute.

11. Changes to This Policy

Dave's Hot Chicken reserves the right to update or modify this Refund Policy at any time. Changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically. Continued use of our website or services following any changes constitutes your acceptance of the revised policy. Material changes that significantly affect your rights will be communicated via email where reasonably practicable.

12. Contact Information

For all refund requests, questions about this policy, or any other customer service concerns, please reach out to us using the contact details below. Our team is committed to responding to all inquiries in a timely and professional manner.

This Refund Policy was last reviewed and updated on May 22, 2026. Dave's Hot Chicken values your trust and your business, and we are committed to handling all refund and service concerns with fairness, transparency, and respect.