Refund Policy

Customer Satisfaction Overview

Effective Date: January 1, 2025

At Church's Chicken, we are committed to providing exceptional food quality and customer service. We understand that sometimes you may not be completely satisfied with your purchase, and we want to make it right. This Refund Policy outlines the terms and conditions under which refunds and exchanges may be requested and processed.

This policy applies to all purchases made at Church's Chicken locations, through our mobile app, website, or third-party delivery platforms. By making a purchase, you agree to the terms outlined in this policy.

Refund Eligibility

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

Timeframe Requirements

• Dine-in orders: Issues must be reported before leaving the restaurant
• Takeout orders: Issues must be reported within 2 hours of purchase
• Delivery orders: Issues must be reported within 1 hour of delivery
• Catering orders: Issues must be reported within 4 hours of scheduled delivery time

Product Condition

• Food items that are cold, incorrectly prepared, or not as ordered
• Items that are spoiled, stale, or appear unsafe for consumption
• Missing items from your order
• Incorrect items delivered
• Food allergies or dietary restrictions not accommodated as requested

Proof of Purchase

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

Non-Refundable Items

The following items and circumstances are not eligible for refunds:

Product-Related Exclusions

• Food items that have been completely consumed
• Items returned more than 2 hours after purchase (except catering)
• Custom or special orders that were prepared correctly as requested
• Gift cards and promotional items
• Beverages that have been opened and consumed

Circumstantial Exclusions

• Change of mind or preference after ordering
• Orders placed incorrectly by the customer
• Delivery delays caused by weather, traffic, or circumstances beyond our control
• Issues with third-party delivery services (contact the delivery platform directly)
• Complaints made after the specified timeframe

Service-Related Exclusions

• Labor charges for catering setup or breakdown
• Delivery fees (unless delivery was not completed)
• Tips and service charges
• Taxes (except where required by law)

Refund Process

Follow these steps to request a refund:

Step 1: Immediate Issues (In-Restaurant)

• Speak with a team member or manager immediately
• Explain the issue and provide your receipt
• We will inspect the item and offer an immediate solution

Step 2: Post-Purchase Issues

• Call our customer service line: +1 346-571-7931
• Email us at: [email protected]
• Visit our website contact form: churchschicken.live
• Return to the original location with your receipt

Step 3: Information Required

• Your name and contact information
• Order date and time
• Location where purchased
• Detailed description of the issue
• Receipt or order confirmation number
• Photos of the product (if applicable)

Step 4: Review and Resolution

• We will review your request within 24 hours
• Investigation may take 1-3 business days for complex issues
• You will be contacted with our decision and next steps
• Approved refunds will be processed according to our refund methods

Refund Methods and Timing

Original Payment Method

Refunds will be issued to the original payment method used for the purchase:

• Credit/Debit Cards: 3-5 business days to appear on statement
• Cash Payments: Immediate cash refund at restaurant location
• Gift Cards: Refund issued as store credit or new gift card
• Mobile Payment Apps: 1-3 business days (varies by provider)

Alternative Refund Methods

In certain circumstances, we may offer:

• Store Credit: Full value credited to your account
• Church's Chicken Gift Card: Equivalent value for future purchases
• Promotional Offers: Discount codes for future orders

Partial Refunds

For orders with mixed satisfaction, we may issue partial refunds covering only the problematic items plus applicable taxes and fees.

Exchanges Policy

When Exchanges are Offered

• Incorrect food items in your order
• Food temperature issues (cold food that should be hot)
• Missing condiments or sides
• Preparation errors (wrong spice level, cooking preference)

Exchange Process

• Return to the restaurant with your receipt and the item
• Explain the issue to a team member
• We will prepare a replacement item at no additional charge
• Wait time may apply during busy periods

Exchange vs. Refund

We prefer to offer exchanges when possible because:

• It allows us to provide you with the correct order immediately
• You don't have to wait for refund processing
• It helps us maintain our relationship with you as a valued customer

Damaged or Defective Items

Immediate Replacement

For items that are clearly damaged or defective:

• Burnt or overcooked food
• Undercooked items that pose safety concerns
• Foreign objects in food
• Spoiled or expired ingredients
• Damaged packaging affecting food safety

Safety-First Approach

We take food safety seriously. If you receive an item that appears unsafe:

• Do not consume the item
• Contact us immediately
• Preserve the item for inspection if possible
• We will provide an immediate refund or replacement
• No questions asked for safety-related concerns

Documentation for Quality Improvement

To help us improve our processes, we may ask for:

• Photos of the damaged item
• Description of the issue
• Time and location of purchase
• Staff member who prepared the order (if known)

Contact Information

For refund requests, questions, or concerns, please contact us using any of the following methods:

Escalation Process

If you're not satisfied with the initial response to your refund request:

• Ask to speak with a restaurant manager
• Request escalation to our corporate customer service team
• Email our corporate office directly
• Reference your original case number for faster resolution

Response Timeframes

• Phone calls: Answered within 3 rings during business hours
• Emails: Response within 24 hours
• In-person complaints: Resolved immediately when possible
• Complex issues: Update provided within 48 hours

Last Updated: January 1, 2025
Policy Version: 2.1

Church's Chicken reserves the right to modify this Refund Policy at any time. Changes will be posted on our website and effective immediately upon posting. Continued use of our services constitutes acceptance of any modifications.