Refund Policy

At Church's Chicken (operated via churchzchickens.click), we are committed to delivering high-quality food and an excellent customer experience. We understand that there are occasions when an order may not meet your expectations, and we have established this Refund Policy to ensure fair and transparent resolution for all customers. Please read this policy carefully before placing an order.

This Refund Policy applies to all purchases made through our website churchzchickens.click and any affiliated ordering platforms connected to our service. By placing an order with us, you agree to the terms outlined in this policy.

1. Eligibility for Refunds

We want every customer to be fully satisfied with their order. Refunds may be issued under the following circumstances:

• You received an incorrect item that was not part of your original order.
• Your food arrived in an unsatisfactory condition (e.g., spoiled, contaminated, or significantly different from what was described).
• Your order was never delivered despite confirmation of placement and payment.
• A technical error caused a duplicate charge on your payment method.
• Your order was significantly delayed beyond the estimated delivery window due to circumstances within our control.
• An item you ordered was unavailable and no suitable substitution was offered or communicated before delivery.

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

1. Your refund request must be submitted within the timeframe specified in Section 2 of this policy.
2. You must provide valid proof of purchase, such as your order confirmation number or receipt.
3. The issue must be verifiable and fall within the categories listed above.
4. You must not have consumed the majority of the food item before raising a complaint (except in cases involving food safety or quality concerns discovered after partial consumption).

2. Timeframes for Refund Requests

Time is an important factor when it comes to food-related refund requests. We ask that all refund requests be submitted within the following timeframes:

Requests submitted outside these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issues are identified.

3. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds under any condition. These include, but are not limited to:

• Completed and correctly fulfilled orders where the customer simply changed their mind after delivery.
• Customization errors caused by incorrect information entered by the customer during the ordering process.
• Promotional or discounted items purchased as part of a limited-time offer, unless defective or incorrect.
• Gift cards or store credits are non-refundable and cannot be exchanged for cash.
• Delivery fees are non-refundable except in cases where the order was never delivered due to our error.
• Service charges and platform fees applied during checkout are non-refundable.
• Orders reported after the applicable deadline listed in Section 2 above.
• Food items consumed entirely before a complaint is raised, unless a verifiable food safety issue is demonstrated.

4. How to Request a Refund

We have designed a straightforward process to make requesting a refund as simple as possible. Please follow these steps:

Step 1: Gather Your Information

Before contacting us, have the following ready:

• Your full name and contact information
• Order confirmation number or receipt
• Date and time of your order
• A clear description of the issue
• Photographs or supporting evidence (if applicable)

Step 2: Contact Our Customer Support Team

Reach out to us through one of the following channels:

• Email: [email protected]
• Website: churchzchickens.click

Step 3: Submit Your Refund Request

Clearly state that you are requesting a refund and provide all relevant details, including your order number, the specific items in question, and the nature of the issue. Attach any photographs or documentation that support your claim.

Step 4: Await Confirmation

Our customer service team will acknowledge your request within 1 to 2 business days. We may follow up with additional questions or request further evidence before making a determination.

Step 5: Resolution

Once your request has been reviewed and approved, we will process your refund or issue a credit according to the timeframes described in Section 5 of this policy. You will receive a confirmation email once the refund has been initiated.

5. Refund Processing Times by Payment Method

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

Please be aware that while we process refunds promptly on our end, your bank or financial institution may take additional time to reflect the credit in your account. We recommend contacting your bank if you do not see the refund within the timeframe specified above.

6. Partial Refunds

In some situations, a partial refund may be more appropriate than a full refund. Partial refunds may be issued under the following conditions:

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the remainder of the order was delivered correctly.
• The food item was partially consumed before a quality issue was identified, and the issue is verifiable.
• A delivery delay affected only part of a bundled order.
• A promotional discount applied to the order affects the total refundable amount.

The amount of a partial refund will be calculated based on the value of the specific items affected, minus any applicable delivery fees or service charges that are non-refundable. Our customer service team will communicate the partial refund amount to you before processing.

7. Exchange Policy

Due to the perishable nature of food products, we generally do not offer direct exchanges for delivered orders. However, we understand that mistakes happen, and we are committed to making things right.

In certain cases where an incorrect item was delivered and a replacement is feasible within a reasonable timeframe and geographic distance, we may offer:

• A complimentary replacement item delivered to you at no additional charge.
• A store credit equal to the value of the incorrect or unsatisfactory item, redeemable on your next order.

For in-store or carry-out orders, exchanges may be processed at the discretion of the store manager if the issue is reported immediately upon receipt of the order. Please bring your receipt and the original items (if applicable) when visiting the store.

Exchanges are not available for:

• Items that have been fully consumed
• Items requested due to a change of preference
• Customized orders where the error was made by the customer

8. Cancellation Policy

We begin preparing your food order shortly after it is placed in order to ensure freshness and timely delivery. For this reason, our cancellation window is very limited.

Online Orders

• Orders may be cancelled within 5 minutes of being placed, provided preparation has not yet begun.
• Once food preparation has started, cancellations will not be accepted and no refund will be issued.
• To request a cancellation, contact us immediately at [email protected] with your order number.

Pre-Orders and Scheduled Orders

• Pre-orders or scheduled orders may be cancelled up to 1 hour before the scheduled preparation time for a full refund.
• Cancellations made less than 1 hour before the scheduled time may be subject to a partial refund or store credit, depending on preparation status.

Catering or Bulk Orders

• Catering orders must be cancelled at least 48 hours in advance for a full refund.
• Cancellations made between 24 and 48 hours in advance may receive a 50% refund or store credit.
• Cancellations made less than 24 hours before the scheduled time are non-refundable.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, or if a disagreement arises regarding a charge or refund, we encourage you to follow the dispute resolution steps outlined below:

Step 1: Internal Review

Contact our customer support team at [email protected] and request a formal review of your case. Please provide all relevant documentation and clearly explain why you believe the original decision was incorrect. Our team will conduct a thorough review within 5 business days.

Step 2: Escalation

If the internal review does not resolve your concern, you may request escalation to a senior customer service representative or management. We are committed to finding a fair and reasonable resolution for all parties involved.

Step 3: Chargeback or Third-Party Dispute

If you remain unsatisfied after exhausting our internal resolution process, you have the right to contact your bank or credit card issuer to initiate a chargeback. You may also file a complaint with relevant consumer protection authorities, including:

• The Federal Trade Commission (FTC) at www.ftc.gov under the FTC Act, which protects consumers against unfair or deceptive business practices.
• The Consumer Financial Protection Bureau (CFPB) for payment-related disputes.
• If you are a California resident, you may also exercise rights under the California Consumer Privacy Act (CCPA/CPRA) regarding your personal data used in transactions.
• Your state's Attorney General office for consumer protection complaints.

Step 4: Arbitration

For unresolved disputes involving amounts greater than $100, both parties agree to attempt resolution through good-faith negotiation before pursuing formal arbitration or legal action. Any binding arbitration shall be conducted under the rules of the American Arbitration Association (AAA) in accordance with applicable United States law.

10. Fraudulent Claims

We take fraudulent refund requests seriously. Any customer found to be submitting false, exaggerated, or misleading refund claims may have their account suspended or permanently banned from using our services. We reserve the right to pursue legal remedies in cases of fraud or abuse of our refund process.

Examples of fraudulent behavior include, but are not limited to:

• Claiming an order was not delivered when delivery confirmation has been obtained
• Submitting manipulated or false photographs as evidence
• Repeatedly requesting refunds for fully consumed or correctly fulfilled orders
• Initiating chargebacks without first contacting our customer service team

11. Policy Updates

We reserve the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically to stay informed of any updates. Continued use of our website and services following any changes constitutes your acceptance of the revised policy.

12. Contact Information

If you have any questions about this Refund Policy or wish to submit a refund request, please contact us using the information below: