Refund Policy

Last Updated: May 20, 2026

1. Introduction

Welcome to Chuys. We are committed to providing our customers with high-quality food products and exceptional service. We understand that occasionally issues may arise with your order, and we want to ensure that any concerns are addressed promptly and fairly. This Refund Policy applies to all purchases made through our website, chuys-food.click, and governs the process by which customers may request refunds, exchanges, or cancellations.

By placing an order with Chuys, you agree to the terms of this Refund Policy. This policy is governed by the laws of the United States, including applicable consumer protection regulations enforced by the Federal Trade Commission (FTC) under the FTC Act. Where applicable, California residents may also have additional rights under the California Consumer Privacy Act (CCPA/CPRA).

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

• Email: [email protected]
• Website: chuys-food.click

2. Eligibility Conditions for Refunds

Not all orders or situations automatically qualify for a refund. To be eligible for a refund from Chuys, the following conditions must be met:

• The order was placed directly through our official website at chuys-food.click.
• The refund request is submitted within the timeframe specified in Section 3 of this policy.
• The issue reported falls within one or more of the qualifying categories listed below.
• Sufficient evidence (such as photos or a written description) is provided to support the claim where required.

2.1 Qualifying Reasons for a Refund

Refunds may be issued under the following circumstances:

• Incorrect Order: You received items that differ materially from what you ordered.
• Missing Items: One or more items from your order were not included in the delivery or pickup.
• Poor Food Quality: The food delivered was spoiled, inedible, or significantly below reasonable quality standards.
• Allergen Concerns: The food contained allergens that were not disclosed at the time of ordering and which caused or could reasonably cause harm.
• Order Not Delivered: Your order was confirmed but never arrived within the expected delivery window, and no resolution was provided by our delivery team.
• Duplicate Charge: You were charged more than once for the same order due to a technical or billing error.

3. Timeframes for Refund Requests

To ensure that refund requests can be properly investigated, all claims must be submitted within the following timeframes:

Requests submitted beyond these deadlines may not be eligible for a refund. We reserve the right to deny claims that fall outside the specified timeframes, except where otherwise required by applicable law.

4. Non-Refundable Items and Services

The following items and situations are generally not eligible for refunds:

• Change of Mind: Orders that have already been prepared and dispatched cannot be refunded simply because you changed your mind or no longer want the food.
• Customization Errors by Customer: If you made an error when customizing your order (e.g., selected the wrong size, toppings, or quantity), refunds will not be issued once the order has been confirmed and preparation has begun.
• Promotional or Discounted Items: Items purchased using promotional codes, discount vouchers, or as part of a limited-time offer may not be eligible for refunds unless they fall within a qualifying refund condition.
• Partially Consumed Orders: Refunds will not be issued for food that has been substantially consumed unless a genuine quality issue is reported.
• Delivery Fees: Delivery fees are non-refundable unless the refund is granted due to a non-delivery situation where Chuys is at fault.
• Gift Cards and Credits: Purchases of gift cards or store credits are non-refundable.
• Orders from Third-Party Platforms: If your order was placed through a third-party delivery platform (e.g., DoorDash, Uber Eats, Grubhub), you must contact that platform directly for refund assistance, as Chuys does not control those transactions.

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

To submit a refund request with Chuys, please follow the steps outlined below. Completing all steps accurately will help us resolve your issue as quickly as possible.

1. Step 1 – Contact Us: Reach out to our customer support team by emailing [email protected] or by submitting a request through the contact form on our website at chuys-food.click.
2. Step 2 – Provide Order Information: Include your full name, order number, the date the order was placed, and the email address used when placing the order.
3. Step 3 – Describe the Issue: Clearly explain the reason for your refund request. Be as specific as possible, describing what was wrong with your order.
4. Step 4 – Submit Supporting Evidence: Where applicable, attach photos of the incorrect, missing, or poor-quality food items. This helps our team assess the issue more efficiently.
5. Step 5 – Await Confirmation: Our customer support team will acknowledge your request within 1–2 business days and may follow up with additional questions if needed.
6. Step 6 – Review and Decision: Our team will review your claim and notify you of the outcome within 3–5 business days. If approved, your refund will be processed according to the timelines described in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to be returned to you depends on your original payment method. The following timeframes are estimates and may vary depending on your financial institution.

Please note that Chuys is not responsible for delays caused by your bank or payment processor. If you have not received your refund within the stated timeframe, we recommend contacting your bank directly. You are also welcome to reach out to us at [email protected] for further assistance.

7. Partial Refunds

In some situations, a partial refund may be issued instead of a full refund. Partial refunds may apply under the following conditions:

• Only a portion of the items in your order were incorrect, missing, or of poor quality, while the remainder of the order was satisfactory.
• The food was partially consumed before a quality issue was identified.
• A promotional discount was applied to the order, in which case the refund may be proportionally adjusted.
• The reported issue affected the experience but did not render the entire order unsatisfactory.

In cases where a partial refund is issued, our customer support team will clearly communicate the refund amount and the reasoning before processing the payment. We strive to be fair and transparent in all partial refund decisions.

8. Exchange Policy

Due to the perishable nature of food products, direct item exchanges are generally not available for orders placed through chuys-food.click. However, in situations where an incorrect item was delivered, we may offer the following alternatives at our discretion:

• Replacement Order: We may offer to send the correct item at no additional charge, subject to availability and operational capacity.
• Store Credit: In lieu of a replacement, we may offer store credit equivalent to the value of the affected items, which can be applied to a future order.
• Full or Partial Refund: Where neither a replacement nor store credit is suitable, a refund may be processed in accordance with the terms of this policy.

To initiate an exchange request, please follow the same steps outlined in Section 5 (How to Request a Refund) and indicate that you are seeking an exchange or replacement rather than a monetary refund.

9. Cancellation Policy

We understand that plans can change. However, due to the real-time nature of food preparation, our ability to cancel orders is limited once preparation has begun.

9.1 Cancellations Before Preparation

If you wish to cancel your order, you must do so within 5 minutes of placing it. To cancel, please contact us immediately at [email protected] with your order number and cancellation request. If your order has not yet entered the preparation phase, we will issue a full refund.

9.2 Cancellations After Preparation Has Begun

Once your order has entered the preparation stage, cancellations will not be accepted and refunds will not be issued solely on the basis of a change of mind. This is because food items are prepared fresh and cannot be resold or returned.

9.3 Cancellations Due to Service Failure

If Chuys cancels your order for any reason — including but not limited to ingredient unavailability, operational issues, or technical errors — you will receive a full refund to your original payment method within the timeframes outlined in Section 6.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Chuys is committed to working with you to reach a fair resolution. Please follow the process below:

1. Step 1 – Internal Appeal: Contact our customer support team at [email protected] and request a review of your case. Provide any additional information or evidence that may support your claim.
2. Step 2 – Escalation: If your concern is not resolved to your satisfaction at the initial level, request that the matter be escalated to a senior member of our team. We will endeavor to respond to escalated disputes within 5 business days.
3. Step 3 – Chargeback Through Your Bank: If you believe you have been wrongfully charged and Chuys has not resolved the matter, you have the right to dispute the charge with your bank or credit card provider. We encourage customers to first exhaust our internal resolution process before initiating a chargeback.
4. Step 4 – Consumer Protection Agencies: Customers in the United States may also file a complaint with the Federal Trade Commission (FTC) at ftc.gov or through their state's consumer protection office if they believe their consumer rights have been violated.

11. Chargebacks and Fraudulent Claims

Chuys takes fraudulent refund claims seriously. Submitting false, misleading, or exaggerated claims in order to obtain a refund may result in the suspension or permanent termination of your account and may be reported to relevant authorities where required by law.

If a chargeback is initiated with your bank or payment provider without first contacting Chuys, we reserve the right to contest the chargeback using all available evidence, including order records, communication history, and delivery confirmations.

12. Policy Updates

Chuys reserves the right to modify or update this Refund Policy at any time. Any changes will be posted on our website at chuys-food.click with an updated effective date. Continued use of our services after such changes constitutes your acceptance of the revised policy. We encourage you to review this page periodically to stay informed of any updates.

13. Contact Information

If you have any questions about this Refund Policy or wish to submit a refund request, please reach out to our customer support team using the contact details below. We are here to help and will do our best to resolve your concern promptly.

This Refund Policy was last updated on May 20, 2026, and is effective as of that date.