Refund Policy

1. Overview

At Church's Chicken, your satisfaction is our top priority. We are committed to providing exceptional quality food and service to every customer. This refund policy outlines our commitment to customer satisfaction and the circumstances under which refunds may be processed.

This policy applies to all purchases made through our restaurant locations, online ordering platform, mobile app, and third-party delivery services. We reserve the right to modify this policy at any time, with changes taking effect immediately upon posting.

2. Refund Eligibility

To be eligible for a refund, your request must meet the following criteria:

Timeframe Requirements

• In-store purchases: Refund requests must be made within 24 hours of purchase
• Online/delivery orders: Refund requests must be made within 2 hours of delivery or pickup time
• Catering orders: Refund requests must be made within 48 hours of the scheduled event

Proof of Purchase

Valid proof of purchase is required for all refund requests, including:

• Original receipt (physical or digital)
• Order confirmation number
• Credit card or payment method statement
• Mobile app order history

Product Condition

Items must meet the following conditions:

• Food safety standards maintained (not consumed beyond reasonable tasting)
• Original packaging when applicable
• Clear documentation of quality issues (photos may be requested)

3. Non-Refundable Items

The following items and services are not eligible for refunds under normal circumstances:

Food Items

• Items consumed in their entirety
• Custom orders that were prepared to customer specifications
• Items ordered with special modifications or dietary accommodations
• Promotional or discounted items (unless defective)

Services and Add-ons

• Delivery fees (unless order was not delivered)
• Service charges and tips
• Third-party delivery platform fees
• Gift card purchases (unless required by law)

Special Circumstances

• Orders placed during promotional events may have different refund terms
• Catering orders cancelled less than 24 hours before the event
• Items purchased with loyalty points or rewards

4. Refund Process

Follow these steps to request a refund:

1. Contact Customer Service
   Reach out to our customer service team through phone, email, or in-person at the location where you made your purchase.
2. Provide Order Information
   Have your receipt, order number, and details about your concern ready. Be prepared to explain the reason for your refund request.
3. Documentation Review
   Our team will review your request and may ask for additional information or photos of the items in question.
4. Approval Decision
   You will receive a decision on your refund request within 24-48 hours during business days.
5. Refund Processing
   If approved, your refund will be processed according to our refund methods policy outlined below.

5. Refund Methods

Refunds will be processed using the following methods and timeframes:

Original Payment Method

• Credit/Debit Cards: 3-5 business days to appear on your statement
• Cash Purchases: Immediate cash refund when processed in-store
• Mobile Payment (Apple Pay, Google Pay): 1-3 business days
• Gift Cards: Refunded as store credit to original gift card

Alternative Refund Methods

In certain circumstances, we may offer:

• Store Credit: Equal value credit for future purchases, no expiration date
• Account Credit: Credit to your Church's Chicken loyalty account
• Promotional Credits: Bonus credits or coupons for future orders

6. Exchanges Policy

We offer exchanges as an alternative to refunds when appropriate:

When Exchanges Apply

• Incorrect items received
• Food temperature or freshness concerns
• Missing items from your order
• Preparation errors (wrong spice level, missing ingredients)

Exchange Process

• Same-day exchanges preferred for food safety
• Equal or lesser value items for exchange
• Original packaging preferred but not always required
• No additional charges for equivalent exchanges

7. Damaged or Defective Items

Special provisions apply to damaged or defective food items:

Immediate Resolution

• Cold food delivered hot: Immediate replacement or full refund
• Incorrect preparation: Remake at no charge plus potential compensation
• Foreign objects in food: Full refund plus additional compensation
• Spoiled or expired items: Full refund and investigation of supply chain

Quality Assurance

For serious quality issues, we will:

• Document the incident for quality improvement
• Investigate root causes to prevent recurrence
• Provide additional compensation when warranted
• Follow up to ensure customer satisfaction