Refund Policy

At Church's Chicken, we are committed to delivering fresh, high-quality food and an exceptional customer experience with every order. We understand that sometimes things do not go as expected, and we want to make the process of requesting a refund or exchange as simple and transparent as possible. Please read this Refund Policy carefully to understand your rights and our obligations when it comes to refund requests, cancellations, and dispute resolution.

This policy applies to all orders placed through our website at chickchurchs.world, through our mobile ordering platform, or through any affiliated online ordering service connected to our brand. By placing an order with us, you agree to the terms outlined in this Refund Policy.

1. Our Commitment to Quality

Church's Chicken takes pride in the quality and freshness of every item we serve. Our goal is to ensure that every customer receives their order exactly as requested — hot, fresh, and prepared to our high standards. In the event that your order does not meet these standards, we are here to help and make it right.

We encourage all customers to review their orders carefully at the time of pickup or delivery to ensure accuracy. If you notice any issues, please contact us immediately so we can resolve the matter promptly.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund under the following circumstances:

• Incorrect Order: You received an item or items that differ from what you ordered.
• Missing Items: One or more items were missing from your order at the time of delivery or pickup.
• Food Quality Issues: The food received was undercooked, spoiled, contaminated, or otherwise unfit for consumption.
• Duplicate Charges: You were charged more than once for the same order due to a payment processing error.
• Unauthorized Transaction: A charge appeared on your account that you did not authorize or initiate.
• Order Not Delivered: Your order was confirmed and paid for but was never delivered within a reasonable timeframe with no explanation provided.
• Significant Delay: Your delivery was unreasonably delayed and the food arrived in an unacceptable condition as a direct result of that delay.

To be eligible for a refund, the issue must be reported within the applicable timeframe described in Section 3 below. Refund requests that do not meet the eligibility criteria may be declined at our discretion, though we will always aim to find a fair resolution.

3. Timeframes for Refund Requests

Given the perishable nature of food products, refund requests must be submitted promptly. The following timeframes apply:

Refund requests submitted outside of these timeframes may not be honored. We strongly recommend saving your order confirmation, receipt, and any photographs of the issue to support your claim.

4. Non-Refundable Items and Situations

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

• Change of Mind: Refunds will not be issued simply because you changed your mind after the order was confirmed and prepared.
• Consumed Orders: If most or all of the food has been consumed and no legitimate quality issue is reported, a refund will not be granted.
• Customization Errors by Customer: If you made an error when customizing your order (e.g., wrong size, incorrect modifications), we may not be able to offer a refund, though we will try to accommodate reasonable requests.
• Promotional or Discounted Items: Items purchased at a special promotional price or using discount codes may be non-refundable unless a quality issue is established.
• Delivery Fees: Delivery fees and service charges are non-refundable unless the order was never delivered or the error was entirely on our part.
• Digital Gift Cards and Vouchers: Digital gift cards and vouchers purchased through our platform are non-refundable once issued and redeemed.
• Third-Party Platform Orders: Orders placed through third-party delivery apps (such as DoorDash, Uber Eats, or Grubhub) are subject to the refund policies of those platforms, not ours directly.

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

We have made the refund request process as straightforward as possible. Please follow these steps to submit your request:

1. Step 1 — Gather Your Information: Collect your order confirmation number, date and time of purchase, payment method used, and a description of the issue. If applicable, take clear photographs of the incorrect, missing, or quality-deficient items.
2. Step 2 — Contact Us Promptly: Reach out to our customer support team as soon as possible within the applicable timeframe. You can contact us via email at [email protected] or by visiting chickchurchs.world and using our contact form.
3. Step 3 — Provide Details: In your message, clearly describe the issue and include your order number, the specific items affected, and any supporting photos or documentation.
4. Step 4 — Wait for Confirmation: Our customer support team will acknowledge your request within 1–2 business days and may follow up with additional questions to verify your claim.
5. Step 5 — Review and Decision: Once we have gathered sufficient information, we will review your claim and notify you of our decision within 3–5 business days. If your refund is approved, we will proceed with the applicable processing method.
6. Step 6 — Refund Processed: Upon approval, your refund will be processed according to the timeframes outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your money back depends on your original payment method. The following are our standard processing times:

7. Partial Refunds

In some situations, a partial refund may be offered rather than a full refund. Partial refunds may apply in the following circumstances:

• Only specific items in your order were incorrect, missing, or of poor quality, and the remainder of the order was satisfactory.
• The food quality issue affected only a portion of the meal, and a reasonable portion of the order was consumed without complaint.
• A delivery was significantly delayed but the food was still received and was partially acceptable.
• A promotional discount was applied to part of the order, affecting the refundable amount.

In all cases involving partial refunds, we will clearly communicate the amount being refunded and the reason for the partial rather than full refund. You will be notified of the decision and amount before the refund is processed.

8. Exchange Policy

In many cases, especially for in-store or pickup orders where a quality or accuracy issue is identified at the time of receipt, we prefer to offer an immediate exchange or replacement rather than a monetary refund. This allows us to resolve your concern quickly and ensure you leave satisfied.

The following conditions apply to our exchange policy:

• Exchanges must be requested at the time of pickup or within 30 minutes of receiving a delivery order.
• The original item(s) in question should be returned or made available for inspection where possible.
• Exchanges are offered for items of equal or lesser value. If you wish to exchange for a higher-value item, you may be required to pay the difference.
• Exchanges are subject to product availability at the time of the request.
• If an exchange cannot be fulfilled due to availability or other limitations, a refund or store credit will be offered instead.

9. Cancellation Policy

Because our food is freshly prepared immediately upon order confirmation, our ability to honor cancellations is very limited. The following cancellation terms apply:

9.1 Online and App Orders

You may cancel an online or app-based order within 5 minutes of placing it, provided the order has not yet entered the preparation stage. To cancel, contact us immediately via email at [email protected] or call us as soon as possible. If the order has already been prepared or is in preparation, cancellation will not be possible and no refund will be issued.

9.2 Scheduled Orders

For orders scheduled in advance, cancellations may be accepted up to 30 minutes before the scheduled preparation time. Cancellations made within 30 minutes of the scheduled time may not be honored if preparation has already begun.

9.3 Catering and Bulk Orders

For catering or large group orders, cancellations must be submitted at least 24 hours in advance of the scheduled pickup or delivery time to receive a full refund. Cancellations made less than 24 hours in advance may be subject to a cancellation fee of up to 25% of the total order value to cover preparation costs already incurred.

10. Dispute Resolution Process

We always aim to resolve refund-related concerns directly and amicably. If you are not satisfied with the outcome of your refund request, the following dispute resolution process is available to you:

10.1 Internal Escalation

If your initial refund request is denied or you are unsatisfied with the resolution offered, you may request escalation to a senior customer service representative or manager by clearly stating this in your follow-up communication. Internal escalations are typically reviewed within 5 business days.

10.2 Chargeback Rights

You retain the right to file a chargeback with your credit card issuer or bank in accordance with applicable banking regulations and the Fair Credit Billing Act (FCBA) if you believe you have been incorrectly charged. However, we encourage you to first attempt to resolve the matter directly with us, as chargebacks may delay resolution and affect your account standing.

10.3 Consumer Protection Agencies

If you believe our practices violate applicable consumer protection law, you may file a complaint with the Federal Trade Commission (FTC) at ftc.gov or your applicable state consumer protection agency. Consumers in the United States are protected under the FTC Act and applicable state consumer protection laws.

10.4 Applicable Law

This Refund Policy is governed by the laws of the United States and applicable state law. Any unresolved disputes arising from this policy shall be handled in accordance with the dispute resolution provisions outlined in our Terms of Service available at chickchurchs.world.

11. Special Circumstances

We recognize that unusual or extenuating circumstances may occasionally arise. In cases such as severe weather events, natural disasters, technical failures, or other extraordinary situations beyond our control, our standard refund timelines and procedures may be temporarily adjusted. We will communicate any such changes through our website and available customer channels as promptly as possible.

We also reserve the right to offer alternative remedies — such as store credit, loyalty points, or replacement items — in lieu of a monetary refund, where appropriate and reasonable under the circumstances.

12. Changes to This Refund Policy

Church's 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 any updates. Your continued use of our website or services following the posting of changes constitutes your acceptance of the revised policy.

13. Contact Us for Refund Requests

If you need to request a refund, have questions about this policy, or need assistance with an order-related issue, please do not hesitate to contact our customer support team. We are here to help and committed to resolving your concern as quickly as possible.

When contacting us, please have the following information ready to help us assist you efficiently:

• Your full name
• Order confirmation number
• Date and time of the order
• Description of the issue
• Payment method used
• Any supporting photographs or documentation

This Refund Policy was last updated on March 20, 2026, and is effective as of the same date. All policies are subject to applicable United States federal and state consumer protection laws, including but not limited to the Federal Trade Commission Act and applicable state statutes.