Refund Policy

Effective Date: June 24, 2026 | Last Updated: June 24, 2026

1. Introduction

At Dave's Hot Chicken, we are committed to delivering exceptional food quality and a satisfying customer experience with every order. We understand that there are occasions when an order may not meet your expectations, and we want to ensure a fair and transparent process for addressing such situations.

This Refund Policy has been established in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and where applicable, the California Consumer Privacy Act (CCPA/CPRA). Our goal is to handle all refund and exchange requests with integrity and efficiency.

For any questions or concerns regarding this policy, please contact us directly at [email protected] or visit our website at daveshotchickengo.click.

2. Eligibility Conditions for Refunds

We want every customer to enjoy their food experience with Dave's Hot Chicken. A refund may be issued under the following conditions:

• Incorrect Order Received: You received items that differ from what you ordered (wrong items, wrong quantities, or missing items).
• Food Quality Issues: The food delivered was spoiled, undercooked, overcooked beyond acceptable standards, or otherwise unfit for consumption.
• Allergic or Safety Concerns: The order contained an ingredient not disclosed on the menu or that you specifically requested to be excluded, resulting in a food safety concern.
• Order Not Delivered: Your order was confirmed and paid for but was never delivered to the provided address.
• Significant Delay: Your order experienced an unreasonable and substantial delay beyond the estimated delivery or pickup time communicated at checkout.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.

To be eligible for a refund, customers must meet the above criteria and submit their refund request within the applicable timeframe described in Section 3 below. Refunds are issued at the sole discretion of Dave's Hot Chicken management and are subject to verification of the claim.

3. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve your concern effectively. Please adhere to the following timeframes when submitting a refund request:

Requests submitted outside of these timeframes may not be eligible for a refund. We encourage customers to contact us as soon as possible after identifying an issue.

4. Non-Refundable Items and Situations

While we strive to accommodate all valid customer concerns, there are certain circumstances in which refunds will not be issued:

• Orders that have been partially or fully consumed without any legitimate quality complaint reported at the time of consumption.
• Changes of mind after an order has been prepared or is in transit for delivery.
• Customization requests that were correctly fulfilled (e.g., spice levels, toppings) but the customer later decides they do not enjoy the flavor profile.
• Promotional, discounted, or complimentary items provided at no charge.
• Delivery fees and service charges, except in cases where the entire order was undelivered due to our error.
• Tips or gratuities added at checkout.
• Orders where the customer provided an incorrect delivery address.
• Delays caused by circumstances outside our control, including but not limited to severe weather, traffic conditions, or third-party delivery service disruptions.
• Spice level complaints when the customer selected the spice level themselves and the order was prepared correctly.

5. How to Request a Refund (Step-by-Step)

To initiate a refund request, please follow the steps below to ensure a smooth and timely resolution:

1. Step 1 — Gather Your Information: Collect your order confirmation number, the date and time of your order, a description of the issue, and any supporting evidence such as photos of the incorrect or unsatisfactory food items.
2. Step 2 — Contact Us: Reach out to our customer support team via email at [email protected]. In the subject line, write "Refund Request – Order #[Your Order Number]".
3. Step 3 — Provide Details: In your message, include the following information:
   • Your full name
   • Contact email address or phone number
   • Order number and date of purchase
   • A clear description of the issue
   • Photographic evidence (if applicable and available)
   • Your preferred resolution (full refund, partial refund, or replacement)
4. Step 4 — Await Confirmation: Our team will acknowledge receipt of your request within 1–2 business days and may request additional information or clarification if needed.
5. Step 5 — Review and Decision: A member of our team will review your claim and make a determination within 3–5 business days of receiving all necessary information. You will be notified of the outcome via email.
6. Step 6 — Refund Issuance: If your refund is approved, it will be processed according to the payment method timeframes outlined in Section 6 below.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly upon approval, the actual posting of funds to your account is subject to your bank's or payment provider's policies. Dave's Hot Chicken is not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

In some circumstances, a partial refund may be more appropriate than a full refund. Partial refunds may be granted in the following situations:

• Only a portion of the order was incorrect or missing (e.g., one item out of a multi-item order was wrong).
• The food quality concern applied to one specific item in the order while the remainder of the order was satisfactory.
• The order was significantly delayed but was ultimately delivered and in acceptable condition.
• A promotional discount or coupon was applied to the order, and the refund reflects the actual amount paid for the affected item(s).
• The customer consumed a portion of the order before discovering the issue.

The amount of a partial refund will be calculated based on the price of the specific affected item(s), minus any applicable discounts, delivery fees, or taxes already accounted for. Dave's Hot Chicken management reserves the right to determine the appropriate partial refund amount on a case-by-case basis.

8. Exchange Policy

Due to the perishable nature of food products, traditional exchanges (returning a product for a replacement) are handled differently than in retail environments. Our exchange policy is as follows:

• In-Store Orders: If you receive an incorrect order at one of our physical locations, please notify the staff immediately before leaving the premises. We will prepare the correct order at no additional charge.
• Online / Delivery Orders: If your delivery order is incorrect, we may offer a replacement meal or store credit rather than requiring the return of the original order. Replacements are subject to availability and operational hours.
• Quality Replacement: If a food quality issue is verified and reported within the required timeframe, we may offer to replace the affected item(s) with your next order rather than issuing a monetary refund, at the customer's preference.

Replacements are subject to the same menu availability as standard orders and will be processed within normal operating hours. Dave's Hot Chicken does not guarantee same-day replacements for delivery orders in all cases.

9. Cancellation Policy

We begin preparing orders very quickly after they are placed to ensure freshness and timely delivery. Therefore, our cancellation window is limited:

9.1 Online and App Orders

• Cancellations may be requested within 5 minutes of order placement, provided the order has not yet entered the preparation stage.
• Once an order has been confirmed as "In Preparation" or "Out for Delivery" in our system, cancellations will not be accepted and no refund will be issued for that order.
• To cancel an order, contact us immediately at [email protected] with your order number and the word "CANCEL" in the subject line.

9.2 Catering or Large Group Orders

• Catering orders must be cancelled at least 48 hours before the scheduled pickup or delivery time to receive a full refund.
• Cancellations made between 24 and 48 hours in advance may be eligible for a 50% refund or full store credit.
• Cancellations made less than 24 hours before the scheduled time will not be eligible for a refund, as ingredients and preparation resources will have already been committed.

10. Dispute Resolution Process

Dave's Hot Chicken is committed to resolving all refund disputes fairly and in a timely manner. If you are not satisfied with the outcome of your refund request, the following escalation process is available:

1. Initial Review: Submit your refund request as described in Section 5. All requests are reviewed by our customer service team.
2. Escalation to Management: If you are dissatisfied with the initial decision, you may request that your case be escalated to a member of our management team by replying to the decision email and including "ESCALATION REQUEST" in the subject line. Management will review your case within 5 business days.
3. Written Appeal: If the management decision also does not resolve your concern, you may submit a formal written appeal to [email protected], providing all correspondence and evidence. We will issue a final decision within 10 business days.
4. Third-Party Dispute Resolution: If you remain unsatisfied after exhausting our internal process, you may seek assistance from the Federal Trade Commission (FTC) at www.ftc.gov or contact your state's consumer protection agency. You also retain the right to pursue remedies through your credit card company's chargeback process, subject to their respective terms and timelines.

11. Consumer Rights Under Applicable Law

Customers in the United States have certain rights under federal and state consumer protection laws. This policy does not limit or supersede any rights afforded to you under applicable law, including:

• The Federal Trade Commission Act (FTC Act), which protects consumers from unfair or deceptive acts and practices in commerce.
• State-level consumer protection statutes, including the California Consumer Protection Act for residents of California.
• The Fair Credit Billing Act (FCBA), which provides rights related to billing errors on credit card statements.

12. Amendments to This Policy

Dave's Hot Chicken reserves the right to amend, modify, or update this Refund Policy at any time without prior notice. Changes will take effect immediately upon posting to our website at daveshotchickengo.click. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically to stay informed of any changes.

13. Contact Information for Refund Requests

For all refund inquiries, order issues, or questions related to this policy, please reach out to us using the contact information below. Our customer support team is available to assist you during regular business hours.

This Refund Policy was last reviewed and updated on June 24, 2026. All rights reserved. Dave's Hot Chicken strives to deliver the best food experience and appreciates your understanding and cooperation with our policies.