Refund Policy

Last Updated: June 27, 2026

1. Introduction

At Dave's Hot Chicken, we are committed to delivering a consistently excellent dining experience. We take great pride in the quality of our food, the accuracy of our orders, and the satisfaction of every customer. We understand that issues can occasionally arise, and we have established this Refund Policy to ensure that any concerns are addressed fairly, transparently, and promptly.

This policy governs all refund, exchange, and cancellation requests related to orders placed through our website at newdaveshotchicken.click, our mobile ordering platforms, and any third-party delivery services operating on our behalf. By placing an order with us, you agree to the terms outlined in this policy.

Our practices are guided by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, as well as any applicable state regulations governing food service businesses.

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received items that were different from what you ordered (wrong menu items, wrong spice level, wrong quantity).
• Missing Items: One or more items from your confirmed order were not included in your delivery or pickup bag.
• Food Quality Issues: The food received was 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.
• Order Not Delivered: Your order was confirmed and paid for but never arrived at your specified delivery address without explanation.
• Significant Delay: Your order was delivered substantially beyond the estimated delivery time (more than 60 minutes past the quoted time) and the food was no longer suitable for consumption upon arrival.
• Allergen Concerns: Your order was prepared with an ingredient that you specifically requested to be excluded due to a documented food allergy, provided this request was clearly noted at the time of ordering.

Refund requests based on personal preference (such as finding the food too spicy despite ordering the stated spice level) are evaluated on a case-by-case basis and are not automatically eligible for a full refund.

3. Timeframes for Refund Requests

To maintain the integrity of our refund process and ensure timely resolution, all refund requests must be submitted within the following timeframes:

Requests submitted outside of these windows may be declined at our discretion. We strongly encourage customers to inspect their orders upon receipt and to contact us immediately if any issues are identified.

4. Non-Refundable Items and Circumstances

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

• Orders that have been fully consumed before a complaint is raised.
• Spice level dissatisfaction when the correct spice level was delivered as ordered (e.g., ordering "Reaper" level and finding it too hot).
• Promotional items, complimentary items, or items obtained through loyalty rewards.
• Delivery fees charged by third-party delivery platforms (these are subject to the platform's own refund policy).
• Service fees or convenience fees assessed at checkout.
• Orders affected by customer-provided incorrect delivery address information.
• Orders where access to the delivery location was unavailable due to customer circumstances.
• Gift cards, digital vouchers, or promotional credits once redeemed.
• Catering deposits that have passed the cancellation window (see Section 8).
• Orders placed during promotional or limited-time events where refund exclusions were disclosed at the time of purchase.

5. How to Request a Refund (Step-by-Step)

To request a refund, please follow these steps carefully. Incomplete submissions may delay the processing of your request.

1. Gather Your Order Information: Before contacting us, locate your order confirmation number, the date and time of your order, and a description of the issue. If applicable, take clear photographs of the food received, the packaging, and any incorrect or missing items.
2. Contact Our Customer Support Team: Reach out to us using one of the following methods:
   • Email: [email protected]
   • Website: newdaveshotchicken.click (via our Contact Us page)
3. Provide Required Details: In your refund request, include the following information:
   • Full name used for the order
   • Order confirmation number
   • Date and time of the order
   • Items affected and a clear description of the issue
   • Photographic evidence (if applicable)
   • Your preferred refund method (original payment method or store credit)
4. Await Confirmation: Our customer support team will acknowledge your request within 1–2 business days and may ask for additional information to process your claim.
5. Review and Resolution: After reviewing your request, we will notify you of our decision via email. If your refund is approved, the refund will be processed according to the timeframes outlined in Section 6.

6. Refund Processing Times by Payment Method

Once your refund has been approved, the time required to receive your funds will vary depending on your original payment method:

Please note that while we process refunds promptly on our end, your financial institution's internal processing times may cause additional delays beyond our control. If you have not received your refund within the stated window, we recommend contacting your bank or payment provider directly.

7. Partial Refunds

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

• Only a portion of your order was affected by the reported issue (e.g., one item was missing from a multi-item order).
• The food quality issue affected only part of the order and the remainder was delivered correctly.
• A discount or promotional offer was already applied to the affected items, reducing the refundable amount.
• The customer partially consumed the meal before identifying an issue.
• There is shared responsibility between the customer and our team (e.g., the customer provided incomplete allergy instructions).

The amount of a partial refund will be calculated based on the individual item price(s) affected, as reflected on your original order confirmation. Partial refunds will be communicated clearly in our resolution email to you.

8. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

8.1 Standard Orders

For standard food orders placed through our website or app:

• Before Food Preparation Begins: If you cancel your order before it has entered food preparation, you are entitled to a full refund.
• After Food Preparation Has Begun: Once food preparation has begun, cancellations are generally not accepted. However, in exceptional circumstances, a store credit may be issued at our discretion.
• After Dispatch for Delivery: Orders that have already been dispatched for delivery cannot be cancelled.

To cancel an order, please contact us immediately at [email protected] or through our website. The sooner you notify us, the better the chance of a successful cancellation.

8.2 Catering and Large Group Orders

For catering or large group orders (typically orders exceeding $150 or orders scheduled in advance):

• More than 72 hours before the scheduled pickup/delivery: Full refund of any deposit paid.
• Between 24 and 72 hours before the scheduled pickup/delivery: 50% of the deposit may be retained as a cancellation fee.
• Less than 24 hours before the scheduled pickup/delivery: The full deposit is non-refundable, and any additional amounts paid may be subject to a cancellation charge.

9. Exchange Policy

Dave's Hot Chicken does not offer direct item exchanges for online or delivery orders due to the perishable nature of our food products. However, the following alternatives are available:

• In-Store Orders: If you are dining in or picking up your order and identify an issue immediately at the point of receipt, our staff will endeavor to replace the item or correct the order on the spot, subject to availability.
• Delivery Orders: For incorrect items received via delivery, we will process a refund for the affected item or issue store credit toward a future order. We are unable to dispatch replacement items for delivery orders once they have been fulfilled.
• Spice Level Corrections: If a spice level error was made on our end (e.g., you ordered "No Spice" and received "Hot"), we will work with you to provide a suitable resolution, which may include a replacement, refund, or store credit.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate the matter through the following process:

10.1 Internal Escalation

If your initial refund request was denied or you believe the resolution was unsatisfactory, you may request a review by a senior member of our customer service team. To escalate your request:

1. Reply to the original resolution email you received, clearly stating that you wish to escalate the matter.
2. Provide any additional evidence or information you believe is relevant to your claim.
3. Our management team will review your case within 3–5 business days and provide a final decision.

10.2 External Dispute Resolution

If our internal resolution process does not result in a satisfactory outcome, you may pursue external remedies, including:

• Credit Card Chargeback: Contacting your bank or credit card issuer to initiate a chargeback in accordance with their dispute resolution procedures.
• Federal Trade Commission (FTC): Filing a consumer complaint with the FTC at reportfraud.ftc.gov if you believe our practices constitute unfair or deceptive trade practices under the FTC Act.
• State Consumer Protection Agencies: Contacting your state's Attorney General's office or consumer protection division, which handles food service and commerce complaints.
• Better Business Bureau (BBB): Submitting a complaint through the BBB at www.bbb.org.

10.3 Third-Party 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 that the dispute resolution process for those orders may be governed by that platform's own refund and dispute policies. We encourage you to contact the relevant platform directly for orders placed through their services, though you are also welcome to reach out to us for assistance.

11. Contact Information for Refund Requests

Our dedicated customer support team is available to assist you with any refund-related inquiries. Please do not hesitate to reach out to us through the following channels:

12. Policy Updates

Dave's Hot Chicken reserves the right to update or modify this Refund Policy at any time. Any changes will become effective upon posting to our website at newdaveshotchicken.click with an updated "Last Updated" date. We encourage customers to review this policy periodically to stay informed of any changes. Continued use of our services following any modifications constitutes your acceptance of the revised policy.