Refund Policy

At Dave's Hot Chicken, we are committed to delivering exceptional food quality and a satisfying customer experience with every order. We understand that issues can occasionally arise, and this Refund Policy has been established to clearly outline your rights and our obligations when problems occur with your purchase. Please read this policy carefully before placing an order.

1. Overview

This Refund Policy applies to all orders placed through our website at daves.click, as well as orders placed in person at our locations or through authorized third-party delivery platforms. By placing an order with Dave's Hot Chicken, you agree to the terms and conditions outlined in this policy. This 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.

We take food quality seriously. If your order does not meet our standards or if an error occurs, we encourage you to contact us promptly so we can make it right.

2. Eligibility Conditions for Refunds

A refund or replacement may be issued under the following circumstances:

• Incorrect Order: You received an item or items that do not match what you ordered (e.g., wrong spice level, wrong protein, missing items).
• Food Quality Issues: The food delivered or served was in an unsatisfactory condition, including undercooked items, spoiled ingredients, or foreign objects found in the food.
• Missing Items: One or more items from your order were not included in your delivery or takeout bag.
• Allergic Reactions Due to Mislabeling: If you experienced an adverse reaction due to a clearly documented allergen that was not disclosed or was incorrectly labeled at the time of ordering.
• Order Not Delivered: Your online or delivery order was confirmed and charged but was never received or delivered.
• Duplicate Charges: You were charged more than once for the same order due to a payment processing error.

Refunds are evaluated on a case-by-case basis. Dave's Hot Chicken reserves the right to request photographic evidence or additional information to assess a refund claim appropriately.

3. Timeframes for Refund Requests

To ensure that your complaint can be properly investigated and resolved, all refund requests must be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be honored. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if there is an issue.

4. Non-Refundable Items and Situations

The following items and circumstances are generally not eligible for a refund:

• Orders that have been fully consumed without any documented issue reported at the time of consumption.
• Spice level dissatisfaction — our spice levels are clearly described on the menu. If you selected a heat level and found it too spicy or not spicy enough after consuming the product, this does not qualify for a refund.
• Change of mind after an order has been prepared or dispatched.
• Delays caused by third-party delivery services beyond our direct control, provided the food arrived in acceptable condition.
• Promotional or discounted items that were clearly marked as non-refundable at the time of purchase.
• Gift cards and digital credits once they have been applied to an order.
• Catering or bulk orders that were accepted and prepared per confirmed specifications.
• Orders affected by customer-provided incorrect delivery information (wrong address, wrong contact number, etc.).

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

If you believe you are eligible for a refund, please follow the steps below to submit your request:

1. Step 1 — Gather Your Information: Before contacting us, please have the following ready:
   • Your order confirmation number or receipt
   • The date and time of your order
   • A description of the issue
   • Photographs of the food or packaging (if applicable)
   • Your contact information (name, email address, phone number)
2. Step 2 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: daves.click
3. Step 3 — Submit Your Claim: Clearly state the nature of your complaint and include all relevant evidence (photos, receipts, etc.). The more information you provide, the faster we can process your request.
4. Step 4 — Await Review: Our customer service team will review your claim within 1–3 business days. We may follow up with additional questions to properly assess your case.
5. Step 5 — Resolution: Once your claim is reviewed and approved, we will notify you of the outcome via email. If a refund is approved, it will be processed according to the payment method used for the original transaction.

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on the payment method used:

7. Partial Refunds

In certain situations, only a partial refund may be issued. Partial refunds may apply when:

• Only a portion of your order was incorrect, missing, or unsatisfactory, and the remaining items were acceptable.
• The issue was partially attributable to customer error (e.g., selecting the wrong spice level or customization option).
• A promotional discount or coupon was applied to the original order, and the refund amount will reflect the actual price paid rather than the full menu price.
• The customer consumed a significant portion of the order before reporting an issue that would otherwise qualify for a full refund.

The amount of any partial refund will be determined at the discretion of our customer service team, based on the nature and severity of the issue reported.

8. Exchange Policy

In many cases, rather than issuing a monetary refund, Dave's Hot Chicken may offer a replacement or exchange as the preferred resolution. This option is particularly common for:

• Incorrect items received — we will prepare and deliver or make available the correct item.
• Missing items — the missing item will be delivered or credited to your account for future use.
• Poor quality food — a fresh replacement will be offered at our discretion.

Exchanges are subject to availability and must be requested within the timeframes outlined in Section 3. If an exchange is not possible due to operational constraints, a monetary refund or store credit will be offered instead.

Please note that exchanges are not available for food items that have been fully consumed or for situations where the customer has simply changed their preference after receiving the correct order.

9. Cancellation Policy

We begin preparing your order very shortly after it is confirmed. As a result, our cancellation window is limited:

• Online Orders: Cancellations must be requested within 5 minutes of placing your order online. After this window, the order may already be in preparation and cannot be cancelled.
• In-Store Orders: Once an in-store order has been submitted to the kitchen and payment has been processed, it cannot be cancelled. If an error was made at the time of ordering, please notify the cashier immediately before submission.
• Catering or Pre-Orders: Catering orders may be cancelled with a full refund if the cancellation is made at least 48 hours before the scheduled pickup or delivery time. Cancellations made less than 48 hours in advance may be subject to a cancellation fee of up to 25% of the total order value.
• Third-Party Platform Orders: If you placed your order through a third-party app (such as DoorDash, Uber Eats, or Grubhub), cancellation requests must be made directly through that platform according to their respective cancellation policies.

To request a cancellation, please contact us immediately at [email protected] or via our website at daves.click.

10. Third-Party Delivery Platform Orders

If your order was placed through a third-party delivery platform such as DoorDash, Uber Eats, Grubhub, or similar services, please be aware of the following:

• Refund and cancellation policies for orders placed through third-party platforms are governed by those platforms' own policies.
• Dave's Hot Chicken is not able to directly process refunds for orders placed through third-party apps — you must contact the platform directly.
• However, if your complaint is related to the food quality or preparation (not the delivery), you are welcome to contact us at [email protected] and we will work with the delivery platform to resolve the issue.

11. Dispute Resolution Process

We always aim to resolve refund requests amicably and promptly. However, if you are not satisfied with the outcome of your refund request, you may pursue the following dispute resolution process:

Step 1 — Escalation

If you feel your initial refund request was not handled fairly, you may request an escalation to a senior customer service manager by emailing [email protected] with the subject line "Refund Escalation Request." Please include your original case or reference number.

Step 2 — Internal Review

Our management team will conduct an internal review of your case within 5 business days and provide a final written response to your registered email address.

Step 3 — Chargeback

If you believe you have been wrongly denied a refund, you have the right to contact your credit card issuer or bank to initiate a chargeback under applicable banking and consumer protection regulations in the United States. We cooperate fully with chargeback investigations and will provide all relevant documentation to financial institutions upon request.

Step 4 — Consumer Protection Agencies

Customers in the United States also have the right to file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or with their state's consumer protection office if they believe their consumer rights have been violated.

12. Store Credit and Loyalty Rewards

In lieu of a monetary refund, Dave's Hot Chicken may offer store credit or loyalty reward points as a goodwill gesture or as a resolution to a verified complaint. Store credit:

• Is valid for use on future orders placed directly through daves.click or at participating locations.
• Has no expiration date unless otherwise stated at the time of issuance.
• Is non-transferable and cannot be exchanged for cash.
• Cannot be applied to tips, taxes, or delivery fees charged by third-party platforms.

13. Amendments to This Policy

Dave's Hot Chicken reserves 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 to stay informed of your rights and our current practices. Continued use of our website and services after a policy update constitutes your acceptance of the revised terms.

14. Contact Information

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

Our customer service team is available to respond to all inquiries during regular business hours. We strive to acknowledge all refund requests within 1 business day and resolve them within 5 business days of receipt.