Refund Policy

Last Updated: May 24, 2026

1. Overview

At Chuys, customer satisfaction is our top priority. We understand that sometimes an order may not meet your expectations, and we are committed to resolving any issues in a fair, transparent, and timely manner. This Refund Policy governs all purchases made through our website and outlines your rights and our obligations under applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and applicable state regulations.

This policy applies to all food orders, catering services, and any other products or services purchased directly through chuys-food.digital. We encourage you to review this policy before placing your order so that you are fully informed of your options in the event that a refund or adjustment is needed.

2. Eligibility Conditions for Refunds

To be eligible for a refund, your request must meet one or more of the following conditions:

• Incorrect Order: You received an item that is different from what you ordered as confirmed in your order summary.
• Missing Items: One or more items included in your confirmed order were not delivered or included in your pickup order.
• Food Quality Issues: The food received was spoiled, contaminated, undercooked, or otherwise unfit for consumption at the time of delivery or pickup.
• Significant Delivery Delay: Your order was delivered significantly later than the estimated delivery time provided at checkout, and the food quality was compromised as a result.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Unauthorized Transaction: A charge was made to your payment method without your authorization.
• Order Not Delivered: Your delivery order was never received and cannot be confirmed as delivered by our records or the delivery partner.

Refund requests that do not fall within the above categories will be reviewed on a case-by-case basis at the sole discretion of Chuys management.

3. Timeframes for Refund Requests

To ensure a prompt and effective resolution, refund requests must be submitted within the following timeframes:

Requests submitted outside these timeframes may not be honored. We strongly recommend contacting us as soon as possible after identifying an issue with your order.

4. Non-Refundable Items and Services

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

• Orders where the customer has consumed a significant portion of the food without raising a quality concern at the time of consumption.
• Dissatisfaction based on personal taste preferences that were not caused by a preparation error.
• Orders where the customer provided an incorrect delivery address, resulting in non-delivery or delivery to the wrong location.
• Promotional items, complimentary add-ons, or items received as part of a special offer at no additional charge.
• Catering deposits for cancellations made less than 72 hours before the scheduled service date (see Section 9 for full cancellation terms).
• Delivery fees, service fees, and platform convenience charges, except in cases where the entire order was not delivered.
• Gift cards and store credit once redeemed.
• Orders that were modified or customized at the customer's request in a way that deviated from standard menu offerings, unless there is a demonstrable preparation error.

5. How to Request a Refund

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

Step-by-Step Refund Request Process

1. Gather Your Order Information: Locate your order confirmation email or receipt. Have your order number, the date of the order, the items in question, and the payment method used readily available.
2. Document the Issue: Where applicable, take clear photographs or screenshots that illustrate the problem. For example, photos of missing items, incorrect items, or food quality issues will help expedite the review process.
3. Contact Us Directly: Reach out to our customer support team via email at [email protected]. You may also visit our website at chuys-food.digital and use the contact form available on our Contact page.
4. Provide Required Details: In your refund request, include the following information:
   • Full name as provided at checkout
   • Order number and order date
   • Description of the issue
   • Preferred resolution (full refund, partial refund, replacement, or store credit)
   • Photographic evidence, if applicable
5. Await Confirmation: You will receive an acknowledgment of your request within 1 to 2 business days. Our team will review your submission and may follow up with additional questions.
6. Resolution Notification: Once your request has been reviewed, we will notify you of the outcome and, if approved, initiate the refund or offer an appropriate resolution.

6. Refund Processing Times by Payment Method

Once a refund has been approved by our team, please allow the following processing times depending on your original payment method:

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

7. Partial Refunds

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

• Only a portion of the items in an order were incorrect, missing, or unsatisfactory, while the remainder of the order was received in acceptable condition.
• The customer consumed a substantial portion of the order before reporting an issue, indicating that part of the order met acceptable standards.
• A catering order is partially cancelled within the eligible cancellation window, with some services already rendered or prepared.
• The issue reported affected only the presentation or packaging of the food, rather than the safety or significant quality of the product.

The amount of any partial refund will be calculated based on the value of the affected items as listed in the original order, minus any applicable non-refundable fees. Our customer support team will communicate the partial refund amount and rationale clearly before processing.

8. Exchange Policy

Due to the perishable nature of food products, traditional item exchanges are generally not available. However, Chuys may offer the following alternatives as a form of exchange or remedy:

• Order Replacement: In cases involving incorrect or missing items, we may offer to re-prepare and deliver or make available for pickup the correct item(s), subject to availability and feasibility based on your location and the time of the request.
• Store Credit: Instead of a monetary refund, you may opt to receive store credit of equivalent value to be applied toward a future order on chuys-food.digital.
• Promotional Voucher: At our discretion, we may offer a discount voucher or promotional credit as an alternative resolution for minor quality concerns.

If you prefer a replacement over a refund, please specify this preference when submitting your refund or complaint request. We will do our best to accommodate your preferred resolution.

9. Cancellation Policy

9.1 Standard Orders

For standard individual food orders placed through our website:

• Orders may be cancelled for a full refund if the cancellation request is submitted within 5 minutes of placing the order, provided that food preparation has not yet commenced.
• Once food preparation has begun, cancellations may not be honored, or only a partial refund may be issued at the discretion of Chuys.
• Orders that are already out for delivery cannot be cancelled.

9.2 Catering and Large Group Orders

For catering services and large group orders, the following cancellation terms apply:

All catering cancellation requests must be submitted in writing via email to [email protected]. Verbal cancellations will not be accepted. The date and time of the written cancellation request will be used to determine the applicable refund amount.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request or believe that your concern has not been adequately addressed, you have the following options for escalating your dispute:

10.1 Internal Escalation

You may request that your case be escalated to a senior member of our customer support or management team. To do so, reply to your existing support email thread and indicate that you would like your case reviewed at a higher level. We are committed to providing a resolution within 5 business days of an escalation request.

10.2 Chargeback and Payment Dispute

If you believe you have been charged incorrectly or fraudulently, you have the right to dispute the charge directly with your bank or credit card issuer. Under the Fair Credit Billing Act (FCBA) and Electronic Fund Transfer Act (EFTA), consumers in the United States are protected against unauthorized and erroneous charges. We encourage you to contact us first before initiating a chargeback, as we are often able to resolve issues more quickly through direct communication.

10.3 Consumer Protection Resources

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
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your applicable State Attorney General's Office or local consumer protection agency.

10.4 Informal Dispute Resolution

Before resorting to formal legal proceedings, we encourage all customers to attempt to resolve any disputes with us through good-faith communication. We are committed to working constructively with our customers and believe that most concerns can be resolved through direct dialogue.

11. Fraudulent Refund Requests

Chuys takes fraudulent refund claims very seriously. Any customer found to be submitting false, misleading, or exaggerated refund requests may be subject to the following consequences:

• Permanent restriction or termination of their account and ordering privileges.
• Reporting to relevant authorities where fraudulent activity constitutes a criminal offense under applicable United States law.
• Civil action to recover losses incurred as a result of fraudulent claims.

We appreciate the honesty of the vast majority of our customers and ask that all refund requests be submitted in good faith and with accurate information.

12. Changes to This Refund Policy

Chuys reserves the right to amend, modify, or update this Refund Policy at any time. Changes will be effective immediately upon posting to our website at chuys-food.digital. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage you to review this policy periodically. Continued use of our services following any changes constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund requests, cancellations, or questions related to this policy, please contact our customer support team using the details below. We strive to respond to all inquiries within 1 to 2 business days.