Refund Policy

Effective Date: May 27, 2026 | Last Updated: May 27, 2026

1. Overview

Dave's Hot Chicken is committed to delivering high-quality food products and an exceptional dining experience to every customer. We understand that issues can sometimes arise — whether related to food quality, incorrect orders, or delivery complications — and we want to make the resolution process as straightforward as possible.

This policy applies to all purchases made directly through our website hotchicken-daves.click, including online orders for delivery, pickup, and catering services. If you placed your order through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), please refer to that platform's refund and dispute resolution policy, as Dave's Hot Chicken has limited control over those transactions.

For any questions about this policy, please contact us at [email protected] or visit our website at hotchicken-daves.click.

2. Eligibility Conditions for Refunds

Not every situation automatically qualifies for a refund. We evaluate each request individually and fairly. A refund may be issued under the following conditions:

• Incorrect Order: You received items that are different from what you ordered (e.g., wrong heat level, wrong menu item, missing items from your order).
• Food Quality Issues: The food received was undercooked, spoiled, contaminated, or otherwise unfit for consumption at the time of delivery or pickup.
• Significant Order Delay: Your order was delivered significantly later than the estimated delivery time, resulting in the food being cold, stale, or inedible, and the delay was caused by Dave's Hot Chicken or our delivery partners.
• Duplicate Charges: You were charged more than once for the same order due to a technical error on our platform.
• Order Not Received: Your order was confirmed and charged but never delivered or made available for pickup, and it has been verified that the issue was not caused by an incorrect address provided by the customer.
• Allergen Concerns: If you notified us of a food allergy through the order and the food was prepared incorrectly in a way that triggered or could have triggered an allergic reaction, you may be eligible for a full refund.

3. Non-Refundable Items and Situations

The following items, services, and situations are generally not eligible for refunds:

• Orders where the customer provided an incorrect delivery address and the food was delivered to that incorrect address.
• Food items that have been fully consumed without any documented complaint at the time of receipt.
• Dissatisfaction with spice level when the correct heat level was ordered and accurately described on our menu.
• Promotional or discounted items that are explicitly marked as non-refundable at the time of purchase.
• Delivery fees, service fees, and platform fees charged by third-party services, which are subject to those services' own refund policies.
• Gift cards and promotional credits issued by Dave's Hot Chicken.
• Catering deposits that have already been used to procure and prepare ingredients for your event (see Cancellation Policy below).
• Orders placed through third-party delivery apps — please contact those platforms directly.
• Requests submitted after the applicable refund request timeframe has passed.

4. Timeframes for Refund Requests

To be eligible for a refund, you must submit your request within the following timeframes:

Refund requests submitted after these timeframes will not be honored unless exceptional circumstances are proven and accepted at our sole discretion. We encourage customers to inspect their orders promptly upon receipt.

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

Requesting a refund from Dave's Hot Chicken is a simple process. Follow these steps to ensure your request is handled promptly:

1. Step 1 — Gather Your Order Information: Locate your order confirmation email or receipt. Note your order number, date of purchase, items ordered, and the nature of your complaint.
2. Step 2 — Document the Issue: If your complaint involves food quality, incorrect items, or packaging problems, take clear photographs of the food and packaging before disposing of anything. This documentation will significantly support your claim.
3. Step 3 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: hotchicken-daves.click
4. Step 4 — Provide Required Details: In your refund request, include:
   • Your full name and contact information
   • Order number and date of purchase
   • Description of the issue
   • Photographs or evidence (if applicable)
   • Your preferred resolution (refund, replacement, or store credit)
5. Step 5 — Await Confirmation: Our team will acknowledge your request within 1–2 business days and may follow up with additional questions if necessary.
6. Step 6 — Resolution: Once your claim has been reviewed and approved, we will process your refund, issue a replacement, or apply store credit as agreed. You will receive a confirmation email outlining the resolution.

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 payment method:

Please note that processing times are subject to your bank's or financial institution's policies. Dave's Hot Chicken initiates refunds promptly upon approval, but we cannot guarantee or control the timing of when funds are made available in your account. If you have not received your refund within the stated timeframe, we recommend contacting your bank or card issuer first before reaching out to us.

7. Partial Refunds

In some cases, a partial refund may be the most appropriate resolution. Dave's Hot Chicken reserves the right to issue partial refunds under the following circumstances:

• Only certain items in an order were incorrect or unsatisfactory — a refund will be issued for those specific items only.
• Some items in a catering order were not delivered or were delivered incorrectly, but the majority of the order was fulfilled.
• A portion of the food was consumed before the quality issue was reported — a partial refund may be granted for the remaining portion.
• Delivery fees may not be refunded if the food itself was delivered but had a quality issue, depending on the nature of the complaint.
• If a promotional discount was applied to an order, the refund will reflect the actual amount paid for the item(s), not the full menu price.

Our customer service team will communicate clearly with you about the refund amount and the reasoning behind any partial refund decision.

8. Exchange Policy

Dave's Hot Chicken offers exchanges in select situations where a refund may not be the most practical solution:

• Wrong Item Delivered: If you received the wrong item, we will arrange for the correct item to be prepared and delivered or made available for pickup at no additional cost, provided the request is made within the applicable timeframe.
• Unsatisfactory Preparation: If your food was clearly undercooked or poorly prepared, we may offer to remake the item as an exchange rather than a monetary refund.
• Menu Substitutions: If we are temporarily out of a menu item you ordered, we will contact you before preparing your order to offer a substitution of equal or greater value.

Exchanges are not available for food items that have been partially or fully consumed, or for orders placed through third-party delivery platforms. The exchange must be of equal or lesser value to the original item; if the customer prefers an item of greater value, the difference will be charged accordingly.

9. Cancellation Policy

We understand that plans can change. Below is our cancellation policy for different order types:

9.1 Standard Delivery and Pickup Orders

Orders for delivery or pickup can be cancelled free of charge within 5 minutes of placing the order. After 5 minutes, your order may have already entered the preparation process and cancellation may not be possible. If you attempt to cancel after the 5-minute window, please contact us immediately at [email protected], and we will do our best to accommodate your request. If the food is already being prepared, a cancellation may result in a store credit rather than a full monetary refund.

9.2 Catering Orders

Catering orders require significantly more advance planning and ingredient procurement. The following cancellation terms apply:

All catering cancellation requests must be submitted in writing via email to [email protected]. Verbal cancellations will not be accepted.

10. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request, Dave's Hot Chicken provides the following dispute resolution process:

1. Internal Review: Submit a written dispute to [email protected] within 7 business days of receiving our initial refund decision. Include "Refund Dispute" in the subject line and provide all relevant documentation and your reasoning for disputing the decision. A senior member of our team will review your case and respond within 5 business days.
2. Escalation: If the internal review does not result in a satisfactory resolution, you may escalate the matter by requesting a review by our management team. We will make every reasonable effort to resolve the issue fairly and promptly.
3. Chargeback Rights: As a consumer in the United States, you have the right to dispute charges with your bank or credit card issuer under applicable federal and state consumer protection laws, including the Fair Credit Billing Act (FCBA). We encourage customers to attempt to resolve disputes directly with us before initiating a chargeback, as chargebacks can delay resolution. However, we fully respect your right to pursue this avenue.
4. Consumer Protection Agencies: If you believe our practices are unfair or deceptive, you may file a complaint with the Federal Trade Commission (FTC) at ftc.gov, or with your state's consumer protection office. For California residents, additional rights may be available under the California Consumer Privacy Act (CCPA/CPRA).
5. Governing Law: This Refund Policy and any disputes arising from it shall be governed by the laws of the United States and the applicable state laws where the transaction occurred.

11. Our Commitment to Customer Satisfaction

Dave's Hot Chicken prides itself on crafting bold, flavorful food made with quality ingredients and passion. While we strive for perfection with every order, we acknowledge that errors can occasionally occur. When they do, we are committed to making things right as quickly and fairly as possible.

We value every customer relationship and will always approach refund requests with honesty, transparency, and respect. Our goal is not to make the refund process difficult — we want you to feel confident ordering from us, knowing that we stand behind our food and our service.

12. Policy Updates

Dave's Hot Chicken reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at hotchicken-daves.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. Continued use of our services following any changes constitutes your acceptance of the updated policy.

13. Contact Information for Refund Requests

For all refund inquiries, exchanges, cancellations, or disputes, please contact our customer support team using the information below: