Refund Policy

At Chuys, we are committed to providing our customers with a satisfying dining and ordering experience. We understand that issues can arise with food orders, and we want to make sure every concern is handled fairly and efficiently. Please read this Refund Policy carefully to understand your rights and our procedures regarding refunds, cancellations, and exchanges.

This policy applies to all orders placed through our website chuys-meal.digital or any associated digital platforms. By placing an order with Chuys, you agree to the terms outlined in this Refund Policy.

1. Eligibility Conditions for Refunds

Chuys will consider refund requests under the following circumstances. To be eligible for a refund, your situation must meet one or more of the conditions listed below:

• Incorrect Order: You received food items that differ from what you ordered (wrong dish, wrong size, or missing items).
• Poor Food Quality: The food delivered or prepared was inedible, spoiled, contaminated, or significantly below reasonable quality standards.
• Missing Items: One or more items from your order were not included in your delivery or pickup order.
• Undelivered Order: Your order was confirmed and paid for but never delivered, and no satisfactory resolution was provided by our delivery team.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Allergic Reaction or Health Concern: You experienced an adverse reaction due to an ingredient not disclosed or incorrectly listed in the item description, and you have notified us promptly.
• Order Cancellation: You cancelled your order within the permitted cancellation window outlined in Section 8 of this policy.

Refund eligibility is assessed on a case-by-case basis. Chuys reserves the right to request supporting documentation, such as photos of the food received, in order to process your request.

2. Timeframes for Refund Requests

To ensure that all refund requests can be properly investigated, we ask that customers adhere to the following timeframes:

Refund requests submitted outside of these timeframes may not be accepted. We encourage customers to contact us as soon as possible after identifying an issue with their order.

3. Non-Refundable Items and Services

Certain items and charges are not eligible for refunds under any circumstances. Please review the following non-refundable categories carefully before placing your order:

• Consumed Food: Orders that have been substantially consumed are generally not eligible for a refund unless a health or quality issue is identified and reported immediately.
• Delivery Fees: Delivery fees charged at the time of order are non-refundable unless the order was not delivered at all due to an error on our part.
• Service Fees and Platform Fees: Any third-party service fees or platform surcharges are non-refundable unless explicitly stated otherwise.
• Promotional or Discounted Items: Items purchased using promotional codes, discounts, or special offers may be subject to modified refund terms as specified in the promotion details.
• Gift Cards and Credits: Digital gift cards or account credits are non-refundable and cannot be exchanged for cash.
• Customized Orders: Orders with special customizations, modifications, or personalized requests that were prepared as specified are generally not eligible for refunds due to a change of mind.
• Voluntary Order Abandonment: If a customer fails to pick up a confirmed order without prior cancellation, no refund will be issued.

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

If you believe your order qualifies for a refund, please follow the steps below to initiate your request efficiently:

1. Step 1 — Gather Your Information: Before contacting us, have the following information ready:
   • Your full name and contact information
   • Order number or confirmation email
   • Date and time of the order
   • Description of the issue (with photos if applicable)
   • Payment method used
2. Step 2 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: chuys-meal.digital
3. Step 3 — Submit Your Request: In your communication, clearly state that you are requesting a refund and provide a detailed description of the problem with your order. Attach any supporting photos or documentation.
4. Step 4 — Receive Acknowledgment: Our customer support team will acknowledge receipt of your refund request within 1 to 2 business days.
5. Step 5 — Review and Decision: Our team will review your request, investigate the issue, and reach a decision within 3 to 5 business days. We may contact you for additional information during this process.
6. Step 6 — Refund Processing: If your request is approved, the refund will be processed according to the timelines outlined in Section 5 of this policy.

5. 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 for estimated processing timelines:

Please note that these timelines represent the period after Chuys initiates the refund. Your financial institution may require additional time to process and post the refund to your account. Chuys is not responsible for delays caused by third-party payment processors or banking institutions.

6. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply in the following scenarios:

• Partially Missing Orders: If only some items from your order were missing or incorrect, you will receive a refund for those specific items only.
• Partial Consumption: If you consumed a portion of a meal before identifying a quality issue, Chuys may issue a partial refund at its discretion based on the extent of the problem.
• Late Delivery Compensation: If your order arrived significantly late due to circumstances within our control, we may offer a partial refund or account credit as compensation.
• Promotional Orders: Orders that included promotional discounts may receive a partial refund reflecting only the amount actually paid by the customer.
• Minor Quality Issues: Where a food quality issue is confirmed but the overall order was satisfactory, a partial refund may be issued at Chuys' reasonable discretion.

The amount of a partial refund will be determined by our customer support team during the review process. We aim to be fair and transparent in all partial refund assessments.

7. Exchange Policy

Due to the perishable nature of food products, Chuys operates under a limited exchange policy. The following guidelines apply:

• In-Restaurant Exchanges: If you are dining in and receive an incorrect or unsatisfactory item, please notify your server immediately. We will do our best to replace the item promptly at no additional charge.
• Delivery and Pickup Exchanges: For delivery or pickup orders, exchanges are generally not possible once the order has left our premises. In such cases, a refund or account credit will be offered in lieu of an exchange.
• Same-Day Exchange Requests: In limited circumstances and at the sole discretion of Chuys management, same-day exchanges may be arranged for local pickup orders where the customer returns to the restaurant with the original item. This must be requested within 1 hour of the original order pickup.
• Allergic or Health-Related Exchanges: For health and safety reasons, we cannot accept the return of food items that have been opened, partially consumed, or handled outside of our premises.

8. Cancellation Policy

We understand that plans can change. Our cancellation policy is structured to be as accommodating as possible while respecting the operational constraints of food preparation:

8.1 Standard Order Cancellations

• Cancellation within 5 minutes of placing an order: Full refund issued, provided the kitchen has not yet begun preparing your order.
• Cancellation 5 to 15 minutes after placing an order: Refund eligibility depends on preparation status. A partial or full refund may be offered at our discretion.
• Cancellation after 15 minutes: Once food preparation is underway, cancellations are generally not accepted, and refunds will not be issued except under exceptional circumstances.

8.2 Scheduled and Pre-Orders

• Pre-orders or scheduled orders may be cancelled up to 2 hours before the scheduled preparation or delivery time for a full refund.
• Cancellations made less than 2 hours before the scheduled time may be subject to a cancellation fee or partial refund only.

8.3 Catering and Bulk Orders

• Catering orders must be cancelled at least 48 hours in advance for a full refund.
• Cancellations made between 24 and 48 hours before the order date may receive a 50% refund.
• Cancellations made less than 24 hours before a catering order are not eligible for a refund.

To cancel an order, please contact us immediately at [email protected] and include your order number and the reason for cancellation.

9. Dispute Resolution Process

If you are dissatisfied with our decision regarding your refund request, you have the right to escalate your concern through the following process:

9.1 Internal Escalation

If your initial refund request is denied or you disagree with the outcome, you may request a secondary review by contacting us at [email protected] with the subject line: "Refund Dispute — Secondary Review." Please include your original ticket or request number. A senior member of our team will review your case within 5 to 7 business days.

9.2 Chargeback Rights

As a customer in the United States, you retain the right to file a chargeback with your credit card issuer or bank if you believe you have been incorrectly charged and we have failed to resolve the matter. We encourage customers to contact us first before initiating a chargeback, as most disputes can be resolved quickly through direct communication.

9.3 Consumer Protection Resources

If you believe your consumer rights have been violated, you may also file a complaint with:

• Federal Trade Commission (FTC): reportfraud.ftc.gov — The FTC Act protects consumers against unfair or deceptive business practices across the United States.
• Your State Attorney General's Office: Most states have a consumer protection division that handles complaints related to business transactions.
• Better Business Bureau (BBB): www.bbb.org

9.4 Governing Law

This Refund Policy is governed by the laws of the United States of America. Any disputes arising from this policy that cannot be resolved through internal channels shall be subject to the jurisdiction of the appropriate courts in the state where Chuys operates. Consumer rights under applicable federal and state law, including the FTC Act and relevant state consumer protection statutes, are fully reserved.

10. Policy Updates

Chuys reserves the right to modify or update this Refund Policy at any time. Changes will be posted on our website at chuys-meal.digital with the updated effective date. Continued use of our services after any changes constitutes your acceptance of the revised policy. We encourage customers to review this policy periodically.

11. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, and disputes, please reach out to our customer support team using the contact details below. We are committed to responding promptly and resolving your concern as efficiently as possible.

This Refund Policy was last reviewed and updated on June 4, 2026. All rights reserved. Chuys — chuys-meal.digital.