Refund Policy

Effective Date: April 17, 2026  |  Last Updated: April 17, 2026

1. Introduction

At Church's Chicken (operated via churchzchicken.click), customer satisfaction is at the heart of everything we do. We take great pride in providing fresh, high-quality food products and a positive ordering experience. We understand, however, that issues may occasionally arise — whether related to food quality, incorrect orders, delivery problems, or billing errors.

This Refund Policy sets forth the conditions under which refunds, exchanges, and cancellations are processed. This policy applies to all orders placed through our website churchzchicken.click and is governed by applicable United States consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act (15 U.S.C. § 41 et seq.), as well as relevant state consumer protection statutes.

If you have any questions about this policy, please contact us directly using the information provided at the end of this document.

2. Eligibility Conditions for Refunds

We want every customer to enjoy their meal. Refund requests may be considered under the following circumstances:

• Incorrect Order: You received items that differ significantly from what was ordered (e.g., wrong menu items, missing items, or incorrect customizations).
• Food Quality Issues: The food received was not prepared to acceptable standards — for example, undercooked, spoiled, or otherwise unfit for consumption at the time of delivery or pickup.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error.
• Order Not Received: Your order was confirmed and payment was processed, but the order was never delivered or made available for pickup within the expected timeframe.
• Unauthorized Transaction: A charge was made to your account without your authorization.
• Significant Delay: Your order was delayed by more than a reasonable timeframe beyond the stated estimated delivery window, causing the food to be inedible upon arrival.

To be eligible for a refund, customers must provide sufficient supporting information, such as photos of the incorrect or substandard food, order confirmation numbers, and a clear description of the issue. Refund eligibility is evaluated on a case-by-case basis at our sole discretion, consistent with applicable law.

3. Timeframes for Refund Requests

Timely reporting is essential for us to investigate your concern properly. Please observe the following timeframes when submitting a refund request:

Requests submitted outside these timeframes may not be honored. We encourage customers to act promptly upon discovering any issues with their order.

4. Non-Refundable Items and Situations

Not all situations qualify for a refund. The following items and circumstances are generally non-refundable:

• Orders that have been consumed, partially consumed, or tampered with after delivery or pickup, except where a quality complaint is supported by documented evidence.
• Changes of mind or personal preference after the order has been prepared and dispatched.
• Incorrect delivery addresses or missed delivery attempts caused by the customer.
• Delays caused by circumstances beyond our control, including severe weather, traffic conditions, or third-party delivery partner issues (unless the food is rendered inedible).
• Promotional, discounted, or complimentary items provided as part of a special offer.
• Customization requests that were clearly communicated and fulfilled as instructed.
• Refund requests made beyond the stated timeframes outlined in Section 3 of this policy.
• Gift cards, loyalty points, or digital vouchers, which are generally non-refundable unless required by applicable law.

5. How to Request a Refund

Submitting a refund request is straightforward. Please follow these steps to ensure your request is processed efficiently:

1. Step 1 — Gather Your Information: Before contacting us, please have the following ready:
   • Your full name and contact information
   • Order confirmation number or receipt
   • Date and time of your order
   • A detailed description of the issue
   • Photographic evidence (where applicable), such as images of incorrect items, quality issues, or packaging
2. Step 2 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: churchzchicken.click
3. Step 3 — Submit Your Request: Clearly state that you are requesting a refund and include all supporting documentation. The subject line of your email should read: "Refund Request — [Your Order Number]".
4. Step 4 — Await Confirmation: Our team will send an acknowledgment of your request within 1–2 business days. We may ask follow-up questions to better understand the issue.
5. Step 5 — Review and Resolution: After reviewing your case, we will notify you of our decision via email. If approved, we will initiate the refund according to the timelines described in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to reflect in your account depends on the original payment method used. Please review the estimated timelines below:

Please note that these timelines are estimates and may vary depending on your financial institution's processing times. We are not responsible for any delays caused by banks or payment processors after we have initiated the refund from our end.

7. Partial Refunds

In certain circumstances, we may issue a partial refund rather than a full refund. Partial refunds may apply when:

• Only a portion of your order was incorrect, missing, or unsatisfactory.
• Some items in a combo or bundled order were delivered correctly while others were not.
• The customer partially consumed the order before raising a quality complaint, making it impossible to verify the full extent of the issue.
• A discount, coupon, or promotional credit was applied to the original order, in which case the refund amount will reflect only the actual amount paid.
• Delivery fees or service charges may be excluded from the refund if the delivery was completed but only a portion of the food items are in dispute.

The amount of any partial refund will be communicated clearly to the customer prior to processing, and the customer's consent will be sought before finalizing the refund amount.

8. Exchange Policy

In lieu of a refund, we may offer an exchange or replacement of the affected food items, subject to the following conditions:

• The exchange request must be made within 1 hour of receiving the incorrect or unsatisfactory order for dine-in and pickup orders.
• For delivery orders, exchanges may be offered as a complimentary replacement item on your next order, issued as a store credit or digital coupon.
• Exchanges are subject to product availability at the time of the request.
• If the requested replacement item is unavailable, a refund for the affected item(s) will be offered instead.
• Exchanges will only be granted once per order. Repeated exchange requests for the same order will be reviewed on a case-by-case basis.

9. Cancellation Policy

We begin preparing your food as quickly as possible after an order is confirmed. As a result, our cancellation window is limited. Please review the following cancellation terms:

9.1 Online Orders

• Orders may be cancelled and fully refunded if the cancellation request is submitted within 5 minutes of placing the order, provided that food preparation has not yet commenced.
• Once food preparation has started, cancellations are generally not accepted, and refunds will not be issued for cancellations after this point unless a qualifying issue arises (as described in Section 2).
• To request a cancellation, contact us immediately at [email protected] with your order number.

9.2 Scheduled or Pre-Orders

• If you place a scheduled or future-dated order, you may cancel and receive a full refund up to 2 hours before the scheduled pickup or delivery time.
• Cancellations made within 2 hours of the scheduled time may be subject to a cancellation fee or may only qualify for a partial refund depending on preparation status.

9.3 Catering and Large Group Orders

• Catering or large group orders require at least 24 hours' notice for cancellation to receive a full refund.
• Cancellations made within 24 hours of the scheduled event time may only qualify for a partial refund or store credit, as ingredients and resources may already have been allocated.

10. Dispute Resolution Process

We strive to resolve all refund-related concerns fairly and promptly. If you are not satisfied with the outcome of your refund request, the following dispute resolution steps are available to you:

10.1 Internal Escalation

If your initial refund request is denied or you are unsatisfied with the resolution, you may request an escalation to our senior customer service team. Simply reply to the email thread of your original request and include the subject line: "Escalation Request — [Your Order Number]". Escalated cases will be reviewed within 3–5 business days.

10.2 Chargeback Rights

Under United States consumer protection law, including the Fair Credit Billing Act (FCBA) and applicable credit card network rules, you have the right to dispute a charge with your bank or credit card issuer if you believe a billing error has occurred. We encourage customers to attempt to resolve disputes directly with us before initiating a chargeback; however, we fully respect your legal right to pursue this avenue.

10.3 Third-Party Mediation

If an internal resolution cannot be reached, either party may propose resolution through a neutral third-party mediator. Mediation costs will be shared equally between both parties unless otherwise agreed. This process is voluntary and does not waive your rights to pursue other legal remedies.

10.4 Consumer Protection Agencies

You also have the right to file a complaint with relevant consumer protection authorities, including:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General Office or Department of Consumer Affairs

11. Fraud Prevention

We take the integrity of our refund process seriously. Refund abuse, including submitting false claims, providing misleading documentation, or repeatedly requesting refunds without legitimate cause, may result in:

• Denial of current and future refund requests
• Suspension or termination of your account
• Reporting to relevant authorities where fraudulent activity is suspected

We reserve the right to investigate any refund request we believe may be fraudulent and to take appropriate action in accordance with applicable law.

12. Modifications to This Policy

We reserve the right to update, amend, or modify this Refund Policy at any time. Changes will take effect immediately upon posting to our website at churchzchicken.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 after any changes are posted constitutes acceptance of the revised policy.

13. Governing Law

This Refund Policy shall be governed by and construed in accordance with the laws of the United States of America, including applicable federal consumer protection regulations enforced by the Federal Trade Commission (FTC). Any disputes arising under this policy shall be subject to the jurisdiction of courts located in the United States, consistent with applicable federal and state laws.

14. Contact Information

If you have any questions, concerns, or wish to submit a refund request, please do not hesitate to reach out to us. Our customer support team is ready to assist you.