Refund Policy

Effective Date: June 29, 2026 | Last Updated: June 29, 2026

1. Introduction

At Chuy's Delivery, we are committed to providing our customers with high-quality food and an exceptional delivery experience. We understand that issues can occasionally arise with food orders, and we want to make the refund and resolution process as straightforward and fair as possible.

This Refund Policy applies to all food orders placed through our website at chuysdelivery.click and governs the conditions under which refunds, partial refunds, or order credits may be issued. By placing an order with us, you agree to the terms outlined in this policy.

This policy is governed by applicable United States consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act, as well as any applicable state-level consumer protection statutes.

2. Eligibility Conditions for Refunds

Refund requests will be considered under the following circumstances:

• Incorrect Order: You received items that do not match what you ordered.
• Missing Items: One or more items from your order were not delivered.
• Poor Food Quality: The food delivered was spoiled, undercooked, overcooked, or otherwise unfit for consumption at the time of delivery.
• Significant Preparation Errors: Your order contained allergens or ingredients that were explicitly excluded in your order instructions.
• Delivery Not Received: Your order was marked as delivered but was not received, provided you have taken reasonable steps to locate the delivery.
• Significant Delay: Your order arrived substantially later than the estimated delivery time, causing the food to be unusable (e.g., cold food that should have been hot).
• Duplicate Charge: You were charged more than once for the same order due to a technical error.

To be eligible for a refund, the following general conditions must also be met:

• The refund request must be submitted within the applicable timeframe as described in Section 3.
• You must provide sufficient evidence to support your claim (e.g., photographs of the item, a description of the issue).
• The issue must not have been caused by incorrect delivery address information provided by the customer.
• The order must have been placed and paid for through the official chuysdelivery.click website.

3. Timeframes for Refund Requests

We understand that food quality issues must be addressed promptly. Please observe the following deadlines when submitting refund requests:

Refund requests submitted after these timeframes may not be accepted. We strongly encourage customers to review their orders upon delivery and report any issues immediately.

4. Non-Refundable Items and Situations

The following are generally not eligible for refunds:

• Change of Mind: Refunds will not be issued simply because you changed your mind after an order was placed and is being prepared.
• Partially Consumed Orders: If the majority of an item has been consumed, it will not be eligible for a full refund unless there is a documented quality issue.
• Customization Errors by Customer: If incorrect customizations or special instructions were entered by the customer during the ordering process, refunds will not be issued.
• Delivery Delays Due to External Factors: Delays caused by severe weather conditions, traffic, or other circumstances beyond our control.
• Delivery to Wrong Address: If an incorrect delivery address was provided by the customer and the order was delivered to that address.
• Promotional or Free Items: Items received as part of a promotional offer at no charge are not eligible for monetary refunds.
• Service Fees and Delivery Fees: Delivery fees and service charges are generally non-refundable unless the order was never delivered due to an error on our part.

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

Follow these steps to submit a refund request:

1. Gather Your Information: Before contacting us, have the following ready:
   • Your order confirmation number
   • The email address used to place the order
   • A clear description of the issue
   • Photographic evidence (if applicable, especially for food quality or incorrect item claims)
2. Contact Our Customer Support Team: Reach us through one of the following methods:
   • Email: [email protected]
   • Website: chuysdelivery.click
3. Provide Required Details: In your message, include your order number, the date of your order, the specific items in question, and a detailed explanation of the problem. Attach any relevant photos or screenshots.
4. Await Confirmation: Our team will acknowledge your request within 1–2 business days. We may ask for additional information to process your claim.
5. Review Our Decision: Once we have reviewed your case, we will notify you via email of our decision. If your refund is approved, we will process it within the timeframes described in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time depends on your original payment method:

Please note that while we process refunds promptly on our end, the time it takes for the funds to appear in your account may vary depending on your bank or financial institution. We are not responsible for any delays caused by third-party payment processors or financial institutions.

7. Partial Refunds

In some cases, a partial refund may be offered rather than a full refund. Partial refunds may be applicable under the following circumstances:

• Only certain items in your order were incorrect or missing (refund applies to those specific items only).
• A food quality issue affected only part of your order.
• An item was partially consumed before the issue was identified.
• The delivery was significantly late but some items were still acceptable upon arrival.
• There was a minor deviation from your customization instructions that did not substantially affect the value or usability of the item.

The amount of a partial refund will be calculated based on the price of the affected items, excluding delivery fees and service charges unless we are at fault for a complete order failure.

In certain cases, at our discretion, we may offer account credit as an alternative to a monetary partial refund. Account credits can be used toward future orders placed on chuysdelivery.click.

8. Exchange Policy

Due to the perishable nature of food products, direct exchanges (i.e., sending a replacement item in exchange for a returned item) are generally not practical for delivered food orders. However, we do offer the following options as alternatives to monetary refunds:

• Order Re-delivery: If an item was missing or significantly incorrect, we may offer to re-deliver the correct item at no additional charge, subject to availability and delivery area constraints.
• Account Credit: We may offer store credit equivalent to the value of the affected item(s), which can be applied to your next order.
• Replacement on Next Order: In some circumstances, we may arrange to include a replacement item with your next order at no cost.

These options are offered at our discretion and subject to the availability of the items and the validity of your claim. You will not be required to return any food items as a condition for a refund or exchange in most cases.

9. Cancellation Policy

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

9.1 Cancellation Before Order Confirmation

If you cancel your order before it has been confirmed and preparation has begun, you are entitled to a full refund of the order amount, including any delivery fees paid.

9.2 Cancellation After Order Confirmation but Before Preparation Begins

If you cancel after order confirmation but before the kitchen has started preparing your food, a full refund may still be issued. Please contact us immediately at [email protected] to request a cancellation.

9.3 Cancellation After Preparation Has Begun

Once your order has entered the preparation stage, cancellations are generally not accepted. In exceptional circumstances (e.g., a documented emergency), we will review cancellation requests on a case-by-case basis, but we cannot guarantee a refund once preparation has started.

9.4 Cancellation After Dispatch

Orders that have already been picked up by a delivery driver cannot be cancelled. If you are not available at the delivery address at the time of delivery, the order will be considered delivered and no refund will be issued.

10. Dispute Resolution Process

If you are dissatisfied with our response to your refund or cancellation request, you have several options to escalate the matter:

10.1 Internal Escalation

You may request that your case be reviewed by a senior member of our customer service team. To escalate internally, reply to the email communication you received regarding your original refund decision and include the subject line "Escalation Request – [Your Order Number]."

10.2 Chargeback Through Your Bank

Under United States federal law and the policies of major card networks, you may have the right to dispute a charge with your bank or credit card issuer. This is commonly known as a "chargeback." We encourage customers to first attempt to resolve disputes directly with us before initiating a chargeback, as chargebacks may result in account restrictions.

10.3 FTC Complaint

If you believe our business practices violate the FTC Act or other applicable consumer protection laws, you may file a complaint with the Federal Trade Commission at ftc.gov/complaint.

10.4 State Consumer Protection Agencies

You may also contact your state's Attorney General office or state consumer protection agency to report unresolved disputes or potential violations of state consumer protection laws.

10.5 Alternative Dispute Resolution

For disputes that cannot be resolved through our internal process, we encourage the use of good-faith negotiation and, where necessary, mediation or arbitration as an alternative to litigation. Details regarding applicable dispute resolution terms can be found in our Terms of Service at chuysdelivery.click.

11. Chargebacks and Fraudulent Claims

We take fraudulent refund requests and unwarranted chargebacks seriously. If a chargeback is filed without first contacting us to resolve the matter, we reserve the right to:

• Dispute the chargeback with evidence of the completed and accurate order.
• Suspend or terminate the associated customer account.
• Refuse future orders from the customer.

We always prefer to work directly with our customers to reach a fair resolution before any formal dispute process is initiated.

12. Special Circumstances

We recognize that extraordinary situations may arise. In cases involving:

• Severe allergic reactions due to undisclosed ingredients in our food
• Food safety concerns that require reporting to health authorities
• Systemic technical errors affecting multiple orders

Please contact us immediately at [email protected]. These cases will be treated with the highest priority and may be subject to separate handling procedures in accordance with applicable food safety laws and regulations.

13. Amendments to This Policy

We reserve the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with an updated effective date. We encourage customers to review this policy periodically. Continued use of our services after any changes have been posted constitutes your acceptance of the revised policy.

14. Contact Information

If you have any questions, concerns, or refund requests, please do not hesitate to reach out to us using the contact details below: