Refund Policy

At Chuys, we are committed to delivering a satisfying dining and ordering experience for every customer. We understand that situations may arise where a refund or cancellation is necessary. This Refund Policy outlines your rights and our procedures regarding refunds, exchanges, cancellations, and dispute resolution. Please read this policy carefully before placing an order through our website at chuys-food.rest or through any affiliated ordering platform.

By placing an order with Chuys, you acknowledge that you have read, understood, and agreed to the terms set forth in this Refund Policy. This policy is governed by applicable United States federal and state consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act.

1. General Refund Philosophy

Chuys takes food quality and customer satisfaction seriously. Because we deal in perishable food products prepared fresh for each order, our refund policy is designed to be fair while accounting for the unique nature of food service. We evaluate each refund request individually and aim to resolve all issues promptly and professionally.

Our goal is not simply to process transactions — we want every customer to feel confident ordering from us. If something goes wrong with your order, we encourage you to reach out immediately so we can make it right.

2. Eligibility Conditions for Refunds

A refund request may be considered eligible under the following circumstances:

• Incorrect Order: You received items that are different from what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Food Quality Issues: The food received was spoiled, undercooked, overcooked, or otherwise unfit for consumption.
• Order Not Received: Your order was confirmed and charged but never delivered or made available for pickup within a reasonable time.
• Allergen Concerns: The order contained an ingredient that was explicitly excluded due to a documented food allergy, and this error was made on our part.
• Duplicate Charges: You were charged more than once for the same order due to a technical error.
• Significant Delay: Your order was delayed beyond an acceptable window and you no longer required the food.

To be eligible for a refund, the issue must be reported within the applicable timeframe outlined in Section 3 below. Refund eligibility is assessed at the sole discretion of Chuys, taking into account the nature of the complaint, available evidence, and order history.

3. Timeframes for Refund Requests

Time is a critical factor when dealing with food orders. The following timeframes apply to all refund requests:

Requests submitted after these deadlines may not be honored. We strongly recommend inspecting your order upon receipt and contacting us immediately if any issues are identified. Late submissions will be reviewed on a case-by-case basis at the discretion of our customer service team.

4. Non-Refundable Items and Situations

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

• Food items that have been fully consumed prior to the complaint being filed.
• Orders where the customer provided an incorrect delivery address or pickup information.
• Customization requests that were fulfilled correctly but the customer changed their preference after receiving the order.
• Promotional or discounted items purchased through limited-time offers, unless a clear quality or fulfillment issue exists.
• Delivery fees, service fees, or platform charges imposed by third-party delivery services not directly affiliated with Chuys.
• Orders placed correctly and delivered on time with no verifiable issue reported within the applicable timeframe.
• Tip amounts paid to delivery personnel.
• Gift cards, vouchers, or store credits once redeemed.

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

Follow these steps to submit a refund request with Chuys:

1. Step 1 — Document the Issue: Take clear photographs of any incorrect, missing, or unsatisfactory items. Note your order number, date, and time of the issue.
2. Step 2 — Contact Us Promptly: Reach out to our customer service team by email at [email protected] or through our website at chuys-food.rest within the applicable reporting window.
3. Step 3 — Provide Required Information: Include the following details in your refund request:
   • Full name used when placing the order
   • Order confirmation number
   • Date and time of the order
   • Description of the issue
   • Photographic evidence (where applicable)
   • Preferred resolution (refund, replacement, or credit)
4. Step 4 — Review and Confirmation: Our team will review your request within 2 business days and may follow up for additional information if needed.
5. Step 5 — Resolution: Once approved, the refund will be processed according to the timelines outlined in Section 6 of this policy. You will receive a confirmation email once the refund has been initiated.

6. Refund Processing Times by Payment Method

Once a refund has been approved by our team, the processing time will vary depending on the original payment method used:

Please note that processing times are measured from the date of refund approval, not the date of the initial refund request. Actual posting times may vary depending on your financial institution. Chuys is not responsible for delays caused by banks, card networks, or third-party payment processors.

7. Partial Refunds

In some cases, a partial refund may be issued rather than a full refund. Partial refunds may be applicable under the following conditions:

• Only a portion of your order was incorrect or missing, and the rest of the order was delivered accurately.
• The food quality issue affected only specific items within a larger order.
• A discount, coupon, or promotional credit was applied to the original order, affecting the refundable amount.
• The customer contributed to the issue (e.g., providing incorrect customization instructions) but a genuine error also occurred on our part.
• An order was partially consumed before the issue was identified, and only a portion of the order is in dispute.

The amount of any partial refund will be calculated based on the proportional value of the affected items within the total order value, minus any applicable fees or discounts already applied.

8. Exchange Policy

Due to the perishable and time-sensitive nature of food products, traditional item exchanges are generally not feasible. However, Chuys offers the following alternatives in lieu of a direct exchange:

• Order Replacement: In cases where an incorrect item was delivered and the issue is reported promptly, we may arrange for the correct item to be prepared and delivered or made available for pickup, subject to availability and operational capacity at the time.
• Store Credit: If a replacement is not practical, we may issue store credit equivalent to the value of the affected item(s), which can be applied to a future order.
• Monetary Refund: Where a replacement or store credit is not an acceptable resolution for the customer, a monetary refund will be considered as outlined in this policy.

Exchange requests must be made within the same reporting windows as standard refund requests. Chuys reserves the right to determine the most appropriate resolution based on the circumstances of each case.

9. Cancellation Policy

If you need to cancel an order, please be aware of the following rules based on order status at the time of cancellation:

9.1 Orders Not Yet Prepared

If your order has been placed but preparation has not yet begun, you may cancel the order for a full refund. Cancellations at this stage must be made immediately after placing the order — typically within 5 minutes of order confirmation. Please contact us as quickly as possible via email at [email protected].

9.2 Orders Currently Being Prepared

Once preparation of your order has begun, cancellation may not be possible. In such cases, no refund will be issued as ingredients and kitchen resources have already been allocated. However, our team will review the situation and may offer a store credit at our discretion.

9.3 Orders Ready for Pickup or Out for Delivery

Orders that are ready for pickup or already dispatched for delivery cannot be cancelled. If you no longer wish to accept the order after this stage, no refund will be provided.

9.4 Advance and Catering Orders

For advance orders or catering reservations, cancellations must be submitted at least 48 hours before the scheduled delivery or pickup time to receive a full refund. Cancellations made less than 48 hours in advance may result in a partial refund or store credit, depending on the preparation costs already incurred. No refunds will be issued for same-day cancellations of catering or large group orders.

10. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request, Chuys provides the following dispute resolution process:

10.1 Internal Review

You may request an escalated internal review of your case by contacting us at [email protected] and clearly indicating that you wish to escalate your dispute. A senior member of our customer service team will review all available information and provide a final response within 5 business days.

10.2 Chargeback Rights

If you paid by credit or debit card and believe you are entitled to a refund that has not been honored, you have the right to contact your card issuer to initiate a chargeback under applicable consumer protection laws. We encourage customers to attempt to resolve the matter directly with us before pursuing a chargeback, as this allows for faster resolution.

10.3 FTC and Consumer Protection Agencies

As a business operating in the United States, Chuys is subject to the FTC Act and relevant state consumer protection regulations. If you believe your consumer rights have been violated, you may file a complaint with the Federal Trade Commission at ftc.gov/complaint or with your state's Attorney General office.

10.4 Informal Resolution

We strongly encourage all customers to contact us directly before pursuing any formal dispute channels. Most issues can be resolved quickly and satisfactorily through direct communication with our team.

11. Fraudulent Refund Requests

Chuys reserves the right to deny refund requests that are determined to be fraudulent, abusive, or in violation of this policy. This includes, but is not limited to, repeated refund claims from the same customer without verifiable cause, false reports of missing or incorrect items, and attempts to exploit our refund process. Customers found to be engaging in refund fraud may have their accounts suspended and may be denied future service.

12. Amendments to This Policy

Chuys reserves the right to update or modify this Refund Policy at any time. Any changes will be effective immediately upon posting to our website at chuys-food.rest. 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 updates constitutes acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund requests, cancellations, or refund-related inquiries, please contact our customer service team using the following information:

Our customer service team is available to assist you during regular business hours. We aim to respond to all inquiries within 1–2 business days. When contacting us, please have your order number, contact details, and a description of your issue ready to help us process your request as efficiently as possible.