Refund Policy

Effective Date: March 29, 2026  |  Last Updated: March 29, 2026

1. Introduction

At Church's Chicken (operated through churchchicks.world), customer satisfaction is our highest priority. We are committed to delivering fresh, high-quality food and a seamless ordering experience. We understand that situations may arise where a refund, exchange, or order correction is necessary, and we have established this Refund Policy to address such situations in a fair, transparent, and timely manner.

This policy applies to all orders placed directly through our website churchchicks.world, including online orders for pickup and delivery. If your order was placed through a third-party delivery platform, please refer to that platform's refund and cancellation policies, as we may have limited ability to process refunds for orders not placed directly through us.

This Refund Policy is governed by the laws of the United States, including applicable consumer protection regulations enforced by the Federal Trade Commission (FTC) under the FTC Act. Customers located in California may also have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and applicable state consumer protection laws.

2. Eligibility Conditions for Refunds

We want to make sure that every customer receives exactly what they paid for. Refunds may be issued under the following circumstances:

• Incorrect Order: You received an item or items that were not part of your original order.
• Missing Items: One or more items from your confirmed order were not included in your delivery or pickup bag.
• Food Quality Issues: The food received was undercooked, spoiled, or otherwise unfit for consumption at the time of receipt.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical or processing error.
• Order Not Received: Your order was confirmed and payment was processed, but the order was never delivered or made available for pickup.
• Significant Discrepancy: The order you received is substantially different from what was described on our menu or confirmed in your order summary.

To be eligible for a refund, you must contact us within the timeframes specified in Section 3 below and provide sufficient evidence to support your claim.

3. Timeframes for Refund Requests

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

Requests submitted outside these timeframes may not be eligible for a refund. We encourage all customers to inspect their orders upon receipt and report any issues immediately.

4. Non-Refundable Items and Services

Certain items and situations are not eligible for refunds. These include, but are not limited to:

• Food items that have been partially or fully consumed without a verifiable quality complaint at the time of receipt.
• Orders where the customer changed their mind after the food was prepared and confirmed for pickup or delivery.
• Customization errors that were the result of incorrect information provided by the customer during the ordering process.
• Orders picked up in-store where the customer confirmed receipt without raising a concern at the point of pickup.
• Promotional items, complimentary add-ons, or items received as part of a discount or loyalty program with a stated non-refundable designation.
• Delivery fees and service charges, unless the order was never delivered due to a fault on our part.
• Gift cards and promotional vouchers once they have been redeemed.
• Refund requests submitted beyond the applicable timeframes stated in Section 3.

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

To initiate a refund request, please follow these steps:

1. Gather Your Order Information: Locate your order confirmation number, the date and time of the order, and a summary of the items purchased. This information can be found in the confirmation email sent to you at the time of purchase.
2. Document the Issue: If applicable, take clear photographs of the incorrect, missing, or unsatisfactory items. This evidence will help us process your request more efficiently.
3. Contact Our Support Team: Reach out to us using one of the contact methods below:
   • Email: [email protected]
   • Website: churchchicks.world
4. Provide All Relevant Details: In your message or call, include your full name, order number, date of purchase, a description of the issue, and any photographs or supporting documentation.
5. Await Our Response: Our customer support team will review your request and respond within 1–3 business days. We may contact you for additional information if needed.
6. Refund Confirmation: If your request is approved, you will receive a confirmation email detailing the refund amount and the estimated processing time based on your payment method.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for funds to appear in your account will vary depending on your payment method:

Please be aware that while we process refunds promptly upon approval, the actual posting of funds to your account is controlled by your bank or financial institution. We are not responsible for delays caused by your financial institution's processing times.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply in the following cases:

• Only some items in an order were incorrect, missing, or unsatisfactory, while the remainder of the order was fulfilled correctly.
• A quality issue affected only a portion of the food received.
• The customer consumed a portion of the order before discovering a problem, and the remaining unconsumed portion is the subject of the complaint.
• An order was partially prepared and canceled before completion, in which case a partial refund may be issued for the unfulfilled portion.
• Applicable fees (such as delivery charges) are non-refundable, and the refund covers only the cost of the affected food items.

The amount of any partial refund will be determined by our customer support team on a case-by-case basis, based on a fair assessment of the circumstances.

8. Exchange Policy

In lieu of a monetary refund, we may offer an exchange or replacement in the following situations:

• You received the wrong item and the correct item is available at the same location.
• A food quality issue is reported in-store or at the time of pickup, and our team is able to prepare a fresh replacement immediately.
• The customer prefers a store credit or complimentary item of equal value rather than a cash refund.

Exchanges are subject to availability. If a replacement cannot be provided due to ingredient unavailability or operational constraints, a refund will be offered instead. Exchanges are not available for items consumed prior to the complaint being raised, unless a verifiable quality defect is documented.

9. Cancellation Policy

We begin preparing your food promptly after your order is confirmed to ensure freshness and timely delivery. For this reason, our cancellation window is limited:

9.1 Online Orders — Pickup

• Cancellations must be requested within 5 minutes of order placement to be eligible for a full refund.
• After the 5-minute window, the order may already be in preparation and cancellations may not be accepted.

9.2 Online Orders — Delivery

• Cancellations must be requested before the order is confirmed as "In Preparation" in your order status update.
• Once an order has moved to the preparation stage, it cannot be canceled and no refund will be issued for a change of mind.

9.3 How to Cancel

To request a cancellation, contact us immediately at [email protected] with your order number and the reason for cancellation. You may also contact the restaurant location directly if you placed an in-store advance order.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to follow the dispute resolution process outlined below:

10.1 Internal Escalation

If your initial refund request is denied or you disagree with the resolution provided, you may request an escalation to our management team by emailing [email protected] with the subject line "Refund Dispute Escalation". Please include your original case reference number and the reason for your dispute. Our management team will review your case within 5 business days and provide a final determination.

10.2 Chargeback Rights

You retain the right to file a chargeback dispute with your bank or credit card issuer if you believe you have been wrongfully charged. However, we request that you first allow us to resolve the matter internally before initiating a chargeback, as chargebacks can result in delays and additional complications for both parties.

10.3 Consumer Protection Resources

Customers in the United States may also file a complaint with the following agencies if they believe their consumer rights have been violated:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your State Attorney General's Office (applicable to your state of residence)
• California Residents: The California Department of Consumer Affairs at www.dca.ca.gov

10.4 Governing Law

This Refund Policy and any disputes arising from it shall be governed by and construed in accordance with the laws of the United States of America. Any legal proceedings shall be brought in the appropriate courts of competent jurisdiction within the United States.

11. Changes to This Refund Policy

We reserve the right to update or modify this Refund Policy at any time. Any changes will be reflected on this page with an updated effective date. We encourage you to review this policy periodically. Your continued use of our website and services after any modifications constitutes your acceptance of the revised policy.

For significant changes that materially affect your rights, we will make reasonable efforts to notify customers via email or a prominent notice on our website.

12. Contact Information

If you have any questions, concerns, or wish to submit a refund request, please contact our customer support team using the details below:

Our customer support team is available to assist you during standard business hours. We strive to respond to all refund inquiries within 1–3 business days. We appreciate your patience and are committed to resolving your concern as quickly and fairly as possible.