Refund Policy

Effective Date: July 1, 2026

1. Introduction

At Dave's Hot Chicken, customer satisfaction is our highest priority. We take great pride in the quality of our food and the service we provide. We understand that sometimes an order may not meet your expectations, and we are committed to making things right in a fair and timely manner.

This Refund Policy applies to all purchases made through our website daves-new.click, through our in-store locations, or via third-party delivery platforms affiliated with Dave's Hot Chicken. This policy is governed by applicable United States federal and state consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act (15 U.S.C. § 41 et seq.).

If you have any questions about this policy, please contact us at [email protected] before placing your order.

2. Eligibility Conditions for Refunds

Not all purchases automatically qualify for a refund. To be eligible for a refund at Dave's Hot Chicken, the following conditions must be met:

• Your order must have been placed directly through daves-new.click or at a participating Dave's Hot Chicken location.
• The refund request must be submitted within the applicable timeframe described in Section 3 of this policy.
• You must provide valid proof of purchase, such as an order confirmation number, receipt, or transaction ID.
• The issue must fall into one of the following qualifying categories:
  • You received the wrong item(s) that you did not order.
  • Your order was missing one or more items that were charged.
  • The food was delivered in a condition that renders it inedible (e.g., severely burnt, contaminated, or spoiled).
  • Your order was never delivered or was significantly delayed beyond the estimated delivery window with no resolution from the delivery partner.
  • A duplicate charge was made for the same order.
  • A technical error on our website or payment portal resulted in an incorrect charge.

We reserve the right to deny a refund request if the claim is found to be fraudulent, exaggerated, or inconsistent with our records. All refund requests are subject to review and verification by our customer service team.

3. Timeframes for Refund Requests

Timely submission of refund requests is essential for us to investigate and resolve your concern efficiently. The following timeframes apply:

Requests submitted outside of these windows may not be eligible for a full refund. However, we encourage you to contact us regardless, and we will do our best to assist you on a case-by-case basis.

4. Non-Refundable Items and Services

Certain items and purchases are not eligible for refunds under any circumstances. These include:

• Consumed food items: If you have consumed the majority of a food item and then request a refund for quality reasons, the request will not be honored unless a documented health or safety concern is involved.
• Completed in-store orders: Orders verified and accepted by the customer at the point of sale in-store are generally non-refundable unless a qualifying issue (such as a wrong item) is identified immediately at the time of pickup.
• Delivery fees and service charges: Third-party delivery fees, platform fees, and service charges are non-refundable, as these are collected and managed by third-party platforms, not Dave's Hot Chicken.
• Promotional or discounted items: Items purchased as part of a limited-time promotion, discount deal, or coupon redemption are not eligible for cash refunds but may be exchanged.
• Gift cards and promotional credits: Gift cards and store credit issued by Dave's Hot Chicken are non-refundable and cannot be exchanged for cash.
• Custom or special orders: Orders that are specially prepared based on unique customer requests and confirmed in advance are non-refundable once preparation has begun.
• Catering deposits: Deposits made for catering orders are non-refundable if the cancellation occurs less than 48 hours before the scheduled event.

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

If you believe you qualify for a refund, please follow these steps to submit your request:

1. Gather your information: Before reaching out, collect the following details:
   • Your full name and contact information
   • Order confirmation number or receipt
   • Date and time of your order
   • Description of the issue (wrong item, missing item, quality concern, etc.)
   • Photographic evidence, if applicable (especially for quality or condition issues)
2. Contact our customer service team: Reach out to us through one of the following channels:
   • Email: [email protected]
   • Website contact form: daves-new.click
3. Submit your request with supporting documentation: Include all relevant details and attach any photos, screenshots, or documentation that support your claim. Incomplete requests may delay processing.
4. Wait for confirmation: Our team will send you an acknowledgment within 1–2 business days confirming receipt of your request and providing a case reference number.
5. Review and resolution: Our team will investigate your claim and notify you of the outcome within 3–5 business days. If your refund is approved, we will initiate the process according to the timelines outlined in Section 6.

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 refer to the table below:

Please note that while we initiate the refund on our end within the stated timeframe, the actual posting of the credit to your account may vary depending on your financial institution's processing times, which are beyond our control.

7. Partial Refunds

In certain situations, only a partial refund may be granted. Partial refunds may be issued under the following conditions:

• Only a portion of your order was incorrect or missing, and the rest of your order was fulfilled accurately.
• A food item was partially consumed before a quality issue was identified, and the concern does not constitute a health or safety risk.
• A promotional discount was applied to only a portion of the order, and only the non-discounted item qualifies for a refund.
• The order was partially delayed, with some items arriving on time and others significantly late.
• Customer contributed to the issue (e.g., incorrect delivery address provided, specific customizations that were requested and fulfilled correctly but not enjoyed by the customer).

The amount of a partial refund will be determined at the sole discretion of Dave's Hot Chicken's customer service team, based on the specifics of each case. We strive to be fair and transparent in all partial refund determinations.

8. Exchange Policy

Dave's Hot Chicken offers exchanges in lieu of refunds in certain applicable situations. Exchanges are available under the following conditions:

• You received the wrong menu item and the correct item is still available for preparation.
• Your food arrived in an unsatisfactory condition, and you prefer a replacement rather than a refund.
• A promotional item is ineligible for a cash refund but can be exchanged for a comparable menu item of equal or lesser value.

To request an exchange, please contact us at [email protected] or visit the location where your order was placed. Exchanges must be requested within the same timeframes outlined in Section 3. In-store exchanges are subject to product availability. We cannot guarantee that the same item will be available at the time of your exchange request.

9. Cancellation Policy

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

9.1 Online and App Orders

• Orders may be cancelled for a full refund if the cancellation request is made within 5 minutes of placing the order and before the kitchen has begun preparation.
• Once food preparation has begun, cancellations are not accepted, and no refund will be issued for the food items.
• You will be notified via email or app notification when your order enters preparation status.

9.2 Catering and Large Group Orders

• Catering orders may be cancelled with a full refund if cancelled at least 72 hours (3 days) before the scheduled order date and time.
• Cancellations made between 48 and 72 hours before the scheduled date will receive a 50% refund of the total order value.
• Cancellations made less than 48 hours before the scheduled date are non-refundable, as ingredients and resources have already been allocated for your order.
• To cancel a catering order, contact us at [email protected] as soon as possible with your order details.

9.3 Third-Party Platform Orders

If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar), the cancellation policy of that respective platform applies. Dave's Hot Chicken does not have direct authority to cancel or modify orders placed through third-party platforms once they have been accepted by the platform. Please contact the respective platform's customer support for cancellation assistance.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, Dave's Hot Chicken provides a structured dispute resolution process to ensure your concerns are addressed fairly and thoroughly.

Step 1 — Internal Escalation

If your initial refund request was denied or you believe the resolution was inadequate, you may request an escalation to a senior customer service representative or manager by replying to your case email with the subject line: "Refund Dispute – [Your Case Reference Number]". Our management team will review your case within 5 business days.

Step 2 — Formal Written Complaint

If the escalation does not resolve your concern, you may submit a formal written complaint to:
Dave's Hot Chicken
Email: [email protected]
Website: daves-new.click

Your complaint will be reviewed by our compliance team, and a written response will be provided within 10 business days.

Step 3 — Chargeback or External Dispute

If you are unable to resolve your dispute through our internal process, you retain the right to initiate a chargeback through your credit card issuer or payment provider, or to file a complaint with the following regulatory bodies:

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-FTC-HELP
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Better Business Bureau (BBB): www.bbb.org
• Your applicable state's Attorney General consumer protection office

Dave's Hot Chicken is committed to cooperating with all legitimate regulatory inquiries and working in good faith to resolve customer disputes.

11. Policy Changes

Dave's Hot Chicken reserves the right to update or modify this Refund Policy at any time without prior notice. Changes will become effective immediately upon posting to our website at daves-new.click. The "Effective Date" at the top of this page will reflect the most recent revision. We encourage you to review this policy periodically to stay informed of any updates. Your continued use of our services after any changes constitutes your acceptance of the revised policy.

12. Contact Information

For all refund requests, questions about this policy, or customer service inquiries, please contact us through the following channels: