Refund Policy

Effective Date: July 2, 2026  |  Last Updated: July 2, 2026

1. Introduction

At Dave's Hot Chicken, we are committed to delivering a consistently exceptional dining experience and ensuring every customer is satisfied with their order. We understand that occasionally an issue may arise with your food order, delivery, or service. This Refund Policy outlines the circumstances under which refunds, replacements, partial credits, or exchanges may be granted, and explains the process for submitting a refund request.

This policy applies to all orders placed directly through our website at daveshotmenu.rest, via telephone, or through any authorized Dave's Hot Chicken ordering platform. Orders placed through third-party delivery applications (such as DoorDash, Uber Eats, Grubhub, or similar services) are subject to those platforms' individual refund policies, though we encourage you to contact us as well so we can address any quality concerns.

Our goal is to resolve every concern fairly, promptly, and professionally. We value your loyalty and appreciate the opportunity to make things right when something goes wrong.

2. Eligibility Conditions for Refunds

Refund requests may be considered under the following circumstances:

• Incorrect Order: You received items that do not match what was ordered (wrong items, wrong spice level, wrong quantity).
• Missing Items: One or more items included in your order confirmation were not included in your delivery or pickup bag.
• Food Quality Issues: The food received was demonstrably undercooked, spoiled, contaminated, or otherwise unfit for consumption.
• Allergic Reaction or Health Concern: You experienced an adverse reaction potentially linked to an undisclosed ingredient or a failure on our part to honor a clearly communicated dietary restriction or allergy request.
• Order Not Delivered: Your delivery order was never received and cannot be confirmed as delivered by our records or the delivery carrier.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error.
• Significant Delivery Delay: Your order arrived in a condition that was clearly compromised due to an excessive and unreasonable delivery delay caused by our operations.

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

• The refund request must be submitted within the applicable timeframe outlined in Section 3 of this policy.
• You must provide sufficient documentation (e.g., photos, order confirmation number, description of the issue).
• The concern must be reported in good faith and must not represent an attempt to exploit or abuse our refund process.
• For food quality issues, the majority of the food item(s) in question must be uneaten and available for inspection or return, unless a health or safety concern prevents this.

3. Timeframes for Refund Requests

Timely reporting of issues is essential for us to investigate and resolve your concern effectively. The following timeframes apply:

Requests submitted outside of these timeframes may not be eligible for a full refund but may still be reviewed at our discretion. We strongly encourage customers to contact us as soon as an issue is identified, as this allows us to investigate the matter more thoroughly and provide a satisfactory resolution.

4. Non-Refundable Items and Services

The following are generally not eligible for refunds:

• Change of Mind: Refunds will not be issued simply because you changed your mind about an order after it was prepared or delivered.
• Spice Level Dissatisfaction: Dave's Hot Chicken offers clearly labeled heat levels. Dissatisfaction with spice intensity, when the correct heat level was prepared as ordered, does not qualify for a refund.
• Promotional or Discounted Items: Items purchased using promotional codes, discount vouchers, or as part of a limited-time deal may not be eligible for a refund unless there is a verifiable quality or accuracy issue.
• Consumed Food: Food items that have been substantially consumed (more than 50% eaten) are generally not eligible for a refund unless a health or safety concern is documented.
• Gift Cards and Store Credit: Purchased gift cards and issued store credits are non-refundable and non-transferable for cash.
• Delivery Fees and Service Charges: Delivery fees and applicable service charges are non-refundable unless the order was never delivered due to our error.
• Tips Paid to Delivery Personnel: Gratuity paid to delivery staff is non-refundable.
• Orders Placed Through Third-Party Platforms: Refund decisions for orders placed via third-party apps are at the discretion of those platforms, and their individual policies apply.

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

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

1. Gather Your Information: Before contacting us, please have the following ready:
   • Your order confirmation number or receipt
   • The date and time of your order
   • A description of the issue
   • Photographs of the food item(s) in question (if applicable)
   • Your contact information (name, email address, phone number)
2. Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: daveshotmenu.rest
3. Submit Your Request: Clearly state that you are submitting a refund request. Include all relevant information and attach any supporting photos or documentation.
4. Await Confirmation: Our customer support team will acknowledge your request within 1–2 business days and may follow up with additional questions.
5. Review and Resolution: We will review your request, investigate the issue, and provide a resolution within the timeframe outlined in Section 6 of this policy. Approved refunds will be processed to your original payment method or as store credit, at our discretion.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will depend on your original payment method. Please refer to the table below for estimated timelines:

Please be aware that while we process refunds promptly on our end, your bank or financial institution may require additional time to post the credit to your account. Dave's Hot Chicken is not responsible for delays caused by third-party financial institutions. If you have not received your refund within the stated timeframe, please contact your bank before reaching out to us.

7. Partial Refunds

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

• Only a portion of your order was incorrect or missing, and the remaining items were received as expected.
• A food item was partially consumed before an issue was identified.
• The issue reported was a minor deviation from the order that did not materially affect the overall meal experience.
• A discount, coupon, or promotional offer was applied to the original purchase, in which case only the amount actually paid for the item in question may be refunded.
• The customer contributed to the issue through incomplete or unclear order instructions.

The determination of whether a partial or full refund is appropriate will be made by our customer support team on a case-by-case basis, taking all available information into consideration.

8. Exchange Policy

In lieu of a monetary refund, Dave's Hot Chicken may offer a replacement of the item(s) in question. Exchanges or replacements are subject to the following conditions:

• Replacement offers are available for orders placed at a physical location or through our direct ordering website at daveshotmenu.rest.
• The replacement item must be the same as or equivalent in value to the original item ordered.
• Replacement requests must be submitted within the same timeframes that apply to refund requests (see Section 3).
• Replacements are subject to item availability at the time of the request.
• If a replacement is not feasible (due to distance, item unavailability, or other logistical constraints), a refund or store credit will be offered instead.

We encourage customers to choose a replacement when possible, as this is often the fastest way to resolve a concern and ensure you receive your meal as intended.

9. Order Cancellation Policy

We understand that plans can change. The following guidelines apply to order cancellations:

9.1 Cancellations Before Food Preparation Begins

If you cancel your order before food preparation has begun, you are entitled to a full refund. Please contact us immediately after placing your order if you need to cancel. Once you notify us, we will attempt to halt the preparation process. Full refunds in this case will be processed within the timeframes listed in Section 6.

9.2 Cancellations After Food Preparation Has Begun

Once an order has entered the preparation stage, cancellations may not be honored, and a refund may not be issued. In some cases, we may offer a partial refund or store credit at our discretion, depending on how far along the preparation process is at the time of the cancellation request.

9.3 Cancellations Due to Our Error

If Dave's Hot Chicken cancels your order for any reason — including inventory shortages, technical errors, or operational issues — you will receive a full refund of all amounts paid, including any applicable fees. We will notify you promptly in the event of such a cancellation.

9.4 Catering and Large Group Orders

For catering orders or large group orders (typically defined as orders exceeding $200 in value or requiring advance scheduling), the following cancellation terms apply:

• Cancellation more than 48 hours before the scheduled order: Full refund.
• Cancellation between 24 and 48 hours before the scheduled order: 50% refund or full store credit.
• Cancellation less than 24 hours before the scheduled order: No refund; store credit may be offered at our discretion.

10. Dispute Resolution Process

We are committed to resolving all customer concerns amicably and efficiently. If you are unsatisfied with the outcome of a refund request, the following dispute resolution process is available to you:

10.1 Internal Escalation

If your initial refund request is denied or the proposed resolution does not meet your expectations, you may request an escalation to a senior member of our customer support team. To do so, reply to your original support ticket or email and include the phrase "Escalation Request" in the subject line. A senior representative will review your case within 3 business days.

10.2 Informal Resolution

We encourage all customers to attempt to resolve disputes directly with Dave's Hot Chicken through good-faith communication before pursuing any formal remedies. Most issues can be resolved quickly and satisfactorily through open dialogue.

10.3 Consumer Protection and Legal Rights

As a consumer in the United States, you have rights under applicable federal and state law. The Federal Trade Commission (FTC) Act protects consumers against unfair or deceptive business practices. Depending on your state of residence, you may also have additional consumer protection rights. California residents may have specific rights under the California Consumer Privacy Act (CCPA/CPRA) related to their personal information used in connection with orders.

If you believe your consumer rights have been violated, you may file a complaint with:

• The Federal Trade Commission (FTC): www.ftc.gov
• Your state's Attorney General's consumer protection office
• The Better Business Bureau (BBB): www.bbb.org

10.4 Chargebacks

We ask that customers contact us directly and allow us the opportunity to resolve any dispute before initiating a chargeback with their bank or credit card company. Filing a chargeback without first attempting resolution through our process may result in the suspension of your account. We will always cooperate fully with legitimate chargeback investigations and provide all relevant documentation to your financial institution.

11. Abuse of Refund Policy

Dave's Hot Chicken reserves the right to refuse refund requests that appear to be fraudulent, repetitive without legitimate cause, or otherwise made in bad faith. Customers who are found to be abusing our refund policy — including submitting false claims or repeatedly requesting refunds without valid reasons — may be subject to the following consequences:

• Denial of future refund requests
• Suspension or termination of their account
• Being required to provide additional documentation for future orders
• Referral to appropriate legal authorities in cases of suspected fraud

12. Changes to This Refund Policy

Dave's Hot Chicken reserves the right to modify, update, or revise this Refund Policy at any time. Any changes will become effective immediately upon posting the updated policy to our website at daveshotmenu.rest. The "Last Updated" date at the top of this page will be revised accordingly. We encourage you to review this policy periodically to stay informed of any changes. Continued use of our services after a policy update constitutes your acceptance of the revised terms.

13. Contact Information for Refund Requests

If you have any questions about this Refund Policy or wish to submit a refund request, please contact our customer support team using the information below. We are here to help and committed to resolving your concern as quickly as possible.

Our customer support team is available to assist you. We aim to respond to all inquiries within 1–2 business days. For the fastest resolution, please include your order number, a description of your concern, and any supporting photographs when contacting us.