Refund Policy

Effective Date: April 17, 2026 | Last Updated: April 17, 2026

1. Introduction

At churchzchicken.rest, we are committed to delivering fresh, high-quality food and an exceptional customer experience. We understand that occasionally an order may not meet your expectations, and we want to make things right. This Refund Policy explains your rights and our obligations when it comes to refunds, exchanges, cancellations, and dispute resolution for all orders placed through our website.

This policy applies to all food orders, catering services, and any other purchases made through churchzchicken.rest. It is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state statutes.

If you have questions about this policy, please contact us at [email protected] before placing your order.

2. Eligibility Conditions for Refunds

We want every customer to be satisfied with their purchase. Refund requests will be considered under the following conditions:

• Incorrect Order: You received items that were different from what you ordered, including wrong food items, missing items, or incorrect quantities.
• Food Quality Issues: The food delivered or prepared was undercooked, spoiled, contaminated, or otherwise unsafe to consume at the time of receipt.
• Allergic Reactions Due to Incorrect Labeling: If you notified us of a dietary restriction or allergy and the delivered item contained the allergen due to our error.
• Non-Delivery: Your order was confirmed and paid for but was never delivered or made available for pickup within a reasonable timeframe without prior notification.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error on our platform.
• Significant Portion Shortage: The quantity of food delivered was substantially less than what was described and paid for.

To be eligible for a refund, you must submit your request within the timeframe specified in Section 3 below, and you must provide sufficient documentation as described in Section 5.

3. Timeframes for Refund Requests

Timely reporting is essential for food-related refund claims, as food quality issues must be assessed promptly. The following timeframes apply:

Requests submitted outside these timeframes may be denied at our sole discretion. We encourage you to inspect your order immediately upon receipt and contact us as soon as a problem is identified.

4. Non-Refundable Items and Situations

Certain purchases and circumstances are not eligible for refunds. These include but are not limited to:

• Change of Mind: Refunds will not be issued simply because you changed your mind after the order was prepared or delivered.
• Consumed Food: If the majority of the food has been consumed before a complaint is raised (except in cases of illness or safety concerns), a refund may not be granted.
• Customization Errors by Customer: If you provided incorrect customization instructions (e.g., wrong address, incorrect item selection) and the order was fulfilled as specified, a refund will not be issued.
• Promotional or Discounted Items: Items purchased under specific promotions, limited-time offers, or heavily discounted deals may not be eligible for refunds unless a verifiable quality issue exists.
• Gift Cards and Digital Vouchers: Purchases of gift cards, electronic vouchers, or store credit are non-refundable and non-transferable.
• Delivery Fees: Delivery charges are generally non-refundable unless the non-delivery was due to an error on our part.
• Third-Party Platform Orders: Orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, Grubhub, etc.) are subject to those platforms' own refund policies and must be disputed directly with them.

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

To submit a refund request, please follow the steps below:

1. Step 1 — Document the Issue: Take clear photographs or videos of the food items in question, including packaging, labels, and any visible quality defects. Keep all packaging and uneaten food until the issue is resolved.
2. Step 2 — Gather Your Order Information: Locate your order confirmation email or receipt. Note your order number, the date and time of the order, and the items in question.
3. Step 3 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: churchzchicken.rest
4. Step 4 — Provide Required Information: In your refund request, include the following:
   • Your full name and contact information
   • Order number and date
   • Description of the issue
   • Photographs or supporting evidence
   • Your preferred resolution (refund, replacement, or store credit)
5. Step 5 — Await Review: Our customer support team will review your request and respond within 2 business days. We may request additional information or clarification during this process.
6. Step 6 — Resolution: Once your request is approved, we will process your refund, replacement, or store credit as outlined in this policy.

6. Refund Processing Times by Payment Method

Once a refund is approved, processing times vary depending on the payment method used at the time of purchase:

Please note that while we process refunds promptly on our end, the actual appearance of funds in your account may depend on your financial institution's policies and processing schedules. We are not responsible for delays caused by banks or payment processors.

7. Partial Refunds

In some situations, a partial refund may be issued rather than a full refund. Partial refunds apply when:

• Only a portion of your order was incorrect, missing, or of unsatisfactory quality, while the rest of the order was acceptable.
• You have partially consumed the order and the complaint relates only to specific items.
• A promotional discount was applied, and the refund amount is adjusted accordingly to reflect the actual amount paid.
• The issue was partly caused by customer error and partly by our error.
• A catering order was partially delivered or partially met the described quality standards.

The amount of a partial refund will be calculated based on the price of the affected items only, minus any applicable discounts, promotional credits, or delivery fees already applied. Our customer support team will communicate the partial refund amount to you before processing.

8. Exchange Policy

In many cases, rather than a monetary refund, we may offer to replace your order or the affected items at no additional charge. Exchanges are subject to the following conditions:

• Replacements are offered for incorrect or missing items when the original order was prepared incorrectly due to our error.
• Replacement food must be requested within the same timeframe as refund requests (see Section 3).
• Exchanges are subject to product availability. If a specific item is unavailable, we will offer an equivalent substitute or a refund for that item.
• Replacement orders for delivery will be dispatched as soon as reasonably possible, subject to operational hours and delivery availability in your area.
• We do not offer exchanges for food that was consumed and then found to be unsatisfactory due to personal taste preferences.

If you prefer a replacement over a refund, please indicate this clearly in your refund request, and our team will arrange the exchange accordingly.

9. Cancellation Policy

We begin preparing food orders as quickly as possible to ensure freshness. As such, our cancellation window is very limited.

9.1 Online and App Orders

• Cancellation Window: You may cancel your order within 5 minutes of placing it, provided that food preparation has not yet commenced.
• To cancel, contact us immediately via email at [email protected] with your order number and cancellation request.
• If preparation has already begun, cancellation may not be possible and no refund will be issued.

9.2 Catering and Large Orders

• Catering orders must be cancelled at least 48 hours before the scheduled delivery or event time for a full refund.
• Cancellations made between 24 and 48 hours before the event may be eligible for a 50% refund of the total catering cost.
• Cancellations made less than 24 hours before the event are generally non-refundable, as ingredients and preparation resources will have already been committed.

9.3 Scheduled Future Orders

If you have placed a scheduled order for a future date, you may cancel it up to 12 hours before the scheduled time for a full refund. Cancellations within 12 hours of the scheduled time will be subject to our standard catering cancellation policy above.

10. Dispute Resolution Process

We are committed to resolving all customer concerns in a fair and timely manner. If you are unsatisfied with the outcome of your refund request, the following dispute resolution process applies:

10.1 Internal Escalation

If your initial refund request is denied or you are unsatisfied with the offered resolution, you may escalate your concern by emailing [email protected] with the subject line "Refund Dispute Escalation". Please include your original request details and the reason for your dissatisfaction. A senior member of our team will review your case within 3–5 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute charges with your credit card issuer or bank under the Fair Credit Billing Act (FCBA) and the Electronic Fund Transfer Act (EFTA). We encourage you to attempt to resolve the matter with us directly before initiating a chargeback, as chargebacks can delay resolution. However, we fully respect your legal right to do so.

10.3 FTC Consumer Complaint

If you believe our practices violate federal consumer protection standards, you may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or by calling 1-877-FTC-HELP.

10.4 State Consumer Protection Agencies

Depending on your state of residence, you may also contact your state's Attorney General's office or consumer protection agency for assistance with unresolved disputes.

10.5 Informal Mediation

For disputes that cannot be resolved through our internal escalation process, both parties agree to attempt resolution through informal mediation before pursuing any formal legal action. Either party may initiate mediation by providing written notice to the other party.

11. Food Safety Concerns

If you believe you have experienced a food safety issue, including foodborne illness potentially linked to our products, please take the following steps in addition to submitting a refund request:

• Seek appropriate medical attention if you are experiencing symptoms of foodborne illness.
• Preserve any remaining food and packaging for potential testing.
• Notify your local health department if you believe there is a public health risk.
• Contact us immediately at [email protected] so we can investigate the issue.

We take food safety extremely seriously and cooperate fully with health authorities in any investigation.

12. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please contact us using the information below:

13. Policy Updates

We reserve the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at churchzchicken.rest. We encourage you to review this policy periodically. Your continued use of our website and services following any changes constitutes your acceptance of the updated policy.