Refund Policy

Overview

At Church's Chicken, we are committed to providing exceptional food quality and customer service. We understand that occasionally, our products or services may not meet your expectations. This refund policy outlines our commitment to customer satisfaction and the procedures for requesting refunds when necessary.

This policy applies to all Church's Chicken locations, online orders, delivery services, and catering orders. All refund requests are handled on a case-by-case basis and are subject to the terms and conditions outlined below.

Refund Eligibility

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

Timeframe Requirements

• In-Store Orders: Refund requests must be made within 24 hours of purchase
• Delivery Orders: Refund requests must be made within 2 hours of delivery completion
• Catering Orders: Refund requests must be made within 4 hours of pickup or delivery
• Gift Cards: Refund requests must be made within 30 days of purchase if unused

Valid Reasons for Refunds

• Food quality issues (undercooked, overcooked, or spoiled items)
• Incorrect or missing items from your order
• Allergic reaction due to undisclosed ingredients
• Temperature issues (cold food that should be hot)
• Foreign objects found in food
• Service-related issues that significantly impact your experience

Required Documentation

• Original receipt or order confirmation number
• Photo evidence (when applicable)
• Description of the issue and when it occurred
• Contact information for follow-up

Non-Refundable Items

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

Food Items

• Partially consumed items (unless due to quality issues discovered during consumption)
• Items consumed more than 50% before complaint
• Custom orders that meet specifications but don't match personal preference
• Promotional items or free samples

Services and Fees

• Delivery fees (unless order was significantly delayed or never delivered)
• Third-party service fees
• Taxes and government-imposed fees
• Convenience fees

Other Circumstances

• Change of mind or preference
• Inability to consume due to personal dietary restrictions not communicated at time of order
• Orders placed with incorrect delivery address
• Missed deliveries due to customer unavailability

Refund Process

Follow these steps to request a refund:

Step 1: Contact Us Immediately

Contact our customer service team as soon as you identify an issue with your order:

• Phone: +1 855-228-6325
• Email: [email protected]
• In-Person: Visit the location where you made your purchase
• Online: Use our contact form on the website

Step 2: Provide Required Information

When contacting us, please provide:

• Order number or receipt details
• Date and time of purchase
• Location where order was placed
• Detailed description of the issue
• Photos (if applicable)
• Your contact information

Step 3: Investigation and Review

Our team will:

• Review your refund request within 24 hours
• Contact the restaurant location if necessary
• Verify order details and circumstances
• Determine appropriate resolution

Step 4: Resolution

We will contact you within 48 hours with our decision and next steps.

Refund Methods and Timeframes

Refund Methods

Approved refunds will be processed using the original payment method:

Processing Timeframes

• Immediate: In-store cash refunds for same-day purchases
• 1-2 Business Days: Digital wallet and mobile payment refunds
• 3-5 Business Days: Credit and debit card refunds
• 7-10 Business Days: Bank transfers and check refunds

Note: Processing times may vary depending on your financial institution's policies. Some banks may take additional time to post refund credits to your account.

Exchanges Policy

In many cases, we prefer to offer exchanges rather than refunds to ensure you receive the quality experience you deserve.

Exchange Options

• Item Replacement: Replace incorrect or defective items with correct versions
• Store Credit: Provide credit for future purchases
• Upgraded Items: Offer premium alternatives when available
• Combo Adjustments: Modify combo meals to meet your preferences

When Exchanges Are Preferred

• Wrong items delivered or prepared
• Size or preparation errors
• Temperature issues that can be quickly resolved
• Missing side items or drinks

Damaged or Defective Items

We take food quality and safety seriously. Special policies apply to damaged or defective items:

Immediate Action Required

• Stop Consumption: Do not continue eating if you discover foreign objects or spoilage
• Document the Issue: Take clear photos of the problematic item
• Contact Us Immediately: Call our hotline or visit the location
• Preserve Evidence: Keep the item and packaging for inspection if possible

Priority Processing

Reports of damaged or defective items receive priority handling:

• Immediate replacement or full refund
• Investigation to prevent future occurrences
• Additional compensation when appropriate
• Follow-up to ensure satisfaction

Health and Safety Concerns

If you experience illness or allergic reactions:

• Seek medical attention if necessary
• Report the incident to us within 24 hours
• Provide medical documentation if applicable
• We will work with you on appropriate compensation

Important Notes

• This refund policy is subject to change without notice. Current version is always available on our website.
• Refund decisions are final and at the sole discretion of Church's Chicken management.
• Fraudulent refund requests may result in denial of future refund claims.
• Local laws may provide additional consumer protections beyond this policy.
• For franchise locations, individual franchise owners may have additional policies that enhance customer satisfaction.

Last Updated: January 2025

Effective Date: January 1, 2025