Refund Policy

Effective Date: June 14, 2026 | Last Updated: June 14, 2026

1. Introduction

Welcome to Dave's Hot Chicken. This Refund Policy governs all purchases and transactions made through our website at daves-cafe.click, our in-store locations, and any third-party delivery platforms we are associated with. By placing an order with us, you acknowledge and agree to the terms set forth in this policy.

We are committed to delivering fresh, high-quality food to every customer. In the event that your experience does not meet our standards, we have established a clear and accessible refund process to make things right. This policy is written in compliance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state consumer protection statutes.

For any questions not addressed in this policy, please contact our support team directly at [email protected].

2. Eligibility Conditions for Refunds

Not all situations automatically qualify for a refund. To be eligible for a refund, one or more of the following conditions must be met:

• Incorrect Order: You received a completely different item or meal than what you ordered.
• Missing Items: One or more items included in your order were missing upon delivery or pickup.
• Food Quality Issues: The food received was undercooked, spoiled, contaminated, or otherwise unfit for consumption.
• Allergic Reactions or Undisclosed Ingredients: You experienced an adverse reaction due to an ingredient not disclosed on the menu or in the product description.
• Order Not Delivered: Your order was confirmed and charged but never delivered to your specified address.
• Duplicate Charges: You were charged more than once for the same order due to a payment processing error.
• Significant Delay: Your order was delivered more than 60 minutes beyond the estimated delivery time without prior notice, and the food quality was compromised as a result.

Refund requests based solely on personal taste preferences, spice level dissatisfaction after consuming the meal, or change of mind after the food has been prepared or delivered will generally not be eligible for a full refund. However, we encourage you to contact us, as we evaluate each case individually.

3. Timeframes for Refund Requests

Timing is critical when submitting a refund request. The following timeframes apply:

Requests submitted outside of these timeframes may be declined. We strongly encourage customers to inspect their orders upon receipt and report any issues promptly.

4. Non-Refundable Items and Situations

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

• Orders that have been fully consumed before a complaint is filed.
• Spice level dissatisfaction — our heat levels are clearly described on our menu. Customers are responsible for selecting their preferred spice level.
• Promotional or discounted items purchased as part of a limited-time offer, unless the item itself was defective or missing.
• Gift cards, store credits, or promotional vouchers once redeemed.
• Delivery fees charged by third-party delivery platforms (e.g., DoorDash, Uber Eats, Grubhub). These must be disputed directly with the respective platform.
• Catering deposits that are non-refundable as specified at the time of booking.
• Orders where the customer provided an incorrect delivery address.
• Orders that were delivered on time and in correct condition but refused by the customer upon arrival without a valid reason.

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

To submit a refund request, please follow these steps carefully:

1. Step 1 – Document the Issue: Before contacting us, take clear photographs of the food, packaging, and any visible issues (e.g., wrong item, missing food, poor quality). This documentation will support your claim.
2. Step 2 – Contact Our Support Team: Reach out to us via email at [email protected] or visit our website at daves-cafe.click. If you placed your order through a third-party platform, you may also contact their support team directly for eligible issues.
3. Step 3 – Provide Order Details: Include the following information in your message:
   • Full name and contact information
   • Order number or confirmation number
   • Date and time of the order
   • Description of the issue
   • Photos or supporting evidence
   • Your preferred resolution (refund, replacement, or store credit)
4. Step 4 – Review and Confirmation: Our customer service team will review your request within 1–2 business days and contact you with a decision or to request any additional information needed.
5. Step 5 – Resolution: If your request is approved, we will process the refund, issue a replacement order, or provide store credit based on the nature of the issue and your preference.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds depends on your original payment method:

Please note that while we process refunds promptly on our end, your financial institution or payment provider may take additional time to post the funds to your account. Dave's Hot Chicken is not responsible for delays caused by banks or third-party payment processors.

7. Partial Refunds

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

• Only a portion of your order was incorrect or missing, while the remainder was delivered as expected.
• The food quality issue affected only part of the order (e.g., one item out of a combo meal was substandard).
• A catering order is cancelled with less than the required notice period, in which case a partial refund will be issued minus any non-refundable preparation costs already incurred.
• A promotional code or discount was applied to the order; the refund may be calculated on the actual amount paid rather than the original menu price.
• The customer accepted and consumed a portion of the order before raising a complaint.

The specific amount of a partial refund will be determined by our customer service team on a case-by-case basis, taking into account the items affected, the nature of the issue, and any applicable discounts or promotions.

8. Exchange Policy

In many cases, rather than issuing a monetary refund, we may offer to replace your order or a specific item free of charge. Our exchange policy works as follows:

• Incorrect Items: If you received the wrong food item, we will prepare and send you the correct item at no additional cost, subject to availability.
• Missing Items: Missing items will be remade and delivered or provided for pickup at our earliest opportunity.
• Quality Issues: If you experienced a quality issue with your food, we will offer to remake the item or provide a store credit equivalent to the value of the affected item.

Exchanges are subject to operating hours. We cannot guarantee immediate replacement outside of business hours, but we will schedule a resolution at the earliest opportunity. You are not required to return the original food item for most exchange requests, though photographic evidence of the issue will be required.

9. Cancellation Policy

We understand that plans change. Below is our cancellation policy for different types of orders:

9.1 Standard Online Orders

Once an online order has been confirmed and sent to our kitchen for preparation, it cannot be cancelled. If you need to cancel before preparation has begun, please contact us immediately at [email protected]. Cancellations made before food preparation begins will receive a full refund.

9.2 Pre-Orders and Scheduled Orders

For orders scheduled in advance, cancellations must be made at least 2 hours prior to the scheduled pickup or delivery time to qualify for a full refund. Cancellations made less than 2 hours before the scheduled time may be subject to a partial refund or store credit only.

9.3 Catering and Large Group Orders

Catering orders require a minimum of 24 hours' notice for cancellation to receive a full refund of any deposit paid. Cancellations made between 12–24 hours in advance will receive a 50% refund. Cancellations made with less than 12 hours' notice will forfeit the entire deposit, as ingredients and preparation resources will have already been committed.

9.4 Third-Party Platform Orders

If you placed your order through a third-party delivery platform such as DoorDash, Uber Eats, or Grubhub, cancellations must be handled according to that platform's own cancellation policy. Dave's Hot Chicken is not responsible for cancellation decisions made by third-party platforms.

10. Dispute Resolution Process

If you are not satisfied with the resolution provided by our customer service team, you have the following options:

10.1 Internal Escalation

You may request that your case be escalated to a senior manager or supervisor. Please indicate this in your email to [email protected] and your case will be reviewed by a more senior member of our team within 3 business days.

10.2 Chargeback through Your Financial Institution

Under the Fair Credit Billing Act (FCBA) and applicable banking regulations, you have the right to dispute a charge with your credit card company or bank if you believe a billing error has occurred. We encourage you to attempt resolution with us first, but we understand and respect your legal rights as a consumer.

10.3 FTC Complaint

If you believe our business practices are unfair or deceptive, you have the right to file a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint. You may also contact your state's Attorney General's office or a consumer protection agency in your state.

10.4 Informal Mediation

For disputes that cannot be resolved through our internal process, we are open to informal mediation conducted through a mutually agreed-upon neutral third party. This is a voluntary process and neither party waives any legal rights by participating.

10.5 Legal Action

In the event that a dispute cannot be resolved through any of the above means, either party may pursue legal remedies available under applicable United States federal and state law. Any legal proceedings must be brought in a court of competent jurisdiction in the United States.

11. Consumer Rights Under United States Law

As a customer in the United States, you have certain rights under federal and state consumer protection laws:

• FTC Act: Protects consumers against unfair or deceptive business practices. If we make representations about our food quality or service, we are legally obligated to honor them.
• Fair Credit Billing Act (FCBA): Gives you the right to dispute billing errors on your credit card statement.
• Electronic Fund Transfer Act (EFTA): Provides protections for transactions made with debit cards and electronic payments.
• State Consumer Protection Laws: Your specific state may have additional consumer protection laws that provide further rights. We encourage you to familiarize yourself with the laws applicable in your state.

Nothing in this Refund Policy limits, waives, or supersedes any rights you have under applicable federal or state law.

12. Policy Updates

Dave's Hot Chicken reserves the right to modify or update this Refund Policy at any time. Changes will be posted on our website at daves-cafe.click with an updated effective date. Continued use of our services after any changes constitutes your acceptance of the updated policy. We encourage customers to review this page periodically to stay informed of any updates.

13. Contact Information for Refund Requests

If you have a question about this policy or wish to submit a refund request, please reach out to us using the contact details below. Our team is committed to responding to all inquiries promptly and professionally.