Refund Policy

1. Overview

At Church's Chicken, customer satisfaction is our highest priority. We are committed to providing exceptional food and service experiences. This refund policy outlines the conditions under which refunds may be requested and processed for purchases made at our restaurant or through our online ordering system.

We stand behind the quality of our food and believe that every customer deserves to enjoy their dining experience. If for any reason you are not completely satisfied with your order, we encourage you to contact us so we can make it right.

This policy applies to all transactions conducted at Church's Chicken locations and through our official website and mobile applications.

2. Refund Eligibility

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

• Timeframe: Refund requests must be made within 24 hours of the original purchase for dine-in orders, and within 2 hours for delivery or takeout orders
• Proof of Purchase: Valid receipt, order confirmation number, or transaction ID must be provided
• Product Condition: For food safety reasons, returned food items will not be accepted back into our kitchen. However, proof of dissatisfaction through photographs or detailed description may be required
• Valid Reason: Refunds are granted for quality issues, incorrect orders, food safety concerns, or service failures
• Account Standing: Customer accounts must be in good standing with no history of fraudulent refund claims
• Original Payment Method: Refunds can only be processed to the original method of payment used for the purchase

3. Non-Refundable Items and Services

The following items and services are not eligible for refund:

• Promotional Items: Free items received through promotions, coupons, or loyalty program rewards
• Partially Consumed Orders: Items that have been substantially consumed (more than 50% of the item)
• Special Events: Catering orders or special event bookings (subject to separate cancellation policy)
• Gift Cards: Gift card purchases are non-refundable but may be replaced if lost or stolen with proof of purchase
• Third-Party Services: Delivery fees charged by third-party delivery services
• Expired Promotions: Orders placed using expired promotional codes or offers
• Custom Orders: Special dietary accommodation orders that were prepared to customer specifications

4. Refund Process

To request a refund, please follow these steps:

1. Contact Customer Service: Reach out to our customer service team through phone, email, or in-person at the location where the purchase was made
2. Provide Order Details: Share your receipt, order number, date and time of purchase, and location details
3. Describe the Issue: Explain the reason for your refund request with specific details about the problem encountered
4. Submit Documentation: Provide any supporting documentation such as photographs of the food quality issue
5. Review Process: Our team will review your request within 24 hours during business days
6. Approval Notification: If approved, you will receive confirmation of the refund amount and expected processing timeframe
7. Refund Processing: Approved refunds will be processed according to the timelines specified in Section 5

5. Refund Methods and Timeframes

Refunds will be processed using the following methods and timeframes:

• Credit Card Payments: Refunds will be credited back to the original credit card within 3-5 business days
• Debit Card Payments: Refunds will be processed to the original debit card within 3-7 business days
• Cash Payments: Cash refunds will be provided immediately at the restaurant location
• Mobile Payment Apps: Refunds for payments made through mobile apps (Apple Pay, Google Pay, etc.) will be processed within 1-3 business days
• Online Orders: Digital payment refunds will be processed within 2-5 business days depending on the payment provider
• Bank Processing: Please note that while we process refunds promptly, your bank or card issuer may require additional time to reflect the credit in your account

6. Exchanges Policy

In many cases, we prefer to offer exchanges rather than refunds to ensure customer satisfaction:

• Incorrect Orders: We will remake your order at no additional charge if we provided the wrong items
• Quality Issues: Fresh replacement items will be prepared if the original order did not meet our quality standards
• Service Recovery: We may offer additional items or future visit credits as gesture of goodwill
• Immediate Resolution: Exchanges can often be processed immediately at the restaurant location
• Customer Choice: Customers may choose between an exchange or refund when both options are available
• Value Matching: Exchange items will match or exceed the value of the original order

7. Damaged or Defective Items

Special procedures apply for damaged or defective food items:

• Immediate Reporting: Damaged or defective items should be reported immediately upon discovery
• Health and Safety: Any food safety concerns will be investigated and addressed with the highest priority
• Documentation Required: Photographs of the damaged items may be requested for quality control purposes
• Full Refund Guarantee: Damaged or defective items are eligible for full refund regardless of consumption level
• Investigation Process: We will investigate the cause of damage or defect to prevent future occurrences
• Manager Involvement: A restaurant manager will personally handle all damaged or defective item claims
• Follow-up: We will follow up with customers to ensure satisfaction and prevent similar issues