Refund Policy

Effective Date: July 8, 2026 | Last Updated: July 8, 2026

1. Introduction

At Chuys, we are committed to delivering high-quality food products and a satisfying customer experience. We understand that issues can occasionally arise with orders, and we have established this Refund Policy to ensure that all concerns are addressed fairly, promptly, and transparently.

This policy applies to all orders placed through our website chuys-newhot.click and is governed by applicable consumer protection laws in the United States, including the Federal Trade Commission (FTC) Act and relevant state regulations. For customers in California, additional rights may apply under the California Consumer Privacy Act (CCPA/CPRA) and California consumer protection statutes.

If you have any questions about this policy, you may contact us at any time using the contact details provided at the end of this document.

2. Eligibility Conditions for Refunds

To be eligible for a refund, your request must meet the following conditions:

• The order must have been placed directly through chuys-newhot.click.
• The refund request must be submitted within the applicable timeframe specified in Section 3 of this policy.
• You must provide valid proof of purchase, including your order confirmation number and registered email address.
• The issue must fall within one or more of the following qualifying categories:
  • The order was incorrect (wrong items delivered or prepared).
  • The food items received were spoiled, contaminated, or otherwise unfit for consumption.
  • The order was significantly delayed beyond the estimated delivery or pickup time due to causes within our control.
  • Items listed in your order were missing upon delivery or pickup.
  • A duplicate charge was applied to your payment method.
  • A technical error on our website resulted in an unintended or unauthorized charge.

Refund eligibility is assessed on a case-by-case basis. Submitting a refund request does not guarantee approval. Our customer service team reserves the right to request supporting documentation such as photographs of the food received, delivery receipts, or other relevant evidence.

3. Timeframes for Refund Requests

Refund requests must be submitted within the timeframes listed below. Requests submitted outside these windows may not be honored, except where required by applicable law.

Due to the perishable nature of food products, we strongly encourage customers to inspect their orders immediately upon receipt and to contact us as soon as any issue is identified.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. Please review the following list carefully:

• Consumed food items: Items that have been partially or fully consumed are not eligible for a refund unless they were found to be spoiled or unsafe prior to consumption.
• Customized or special-request orders: Orders that were prepared according to specific customer instructions (e.g., dietary modifications, custom toppings) are generally non-refundable unless prepared incorrectly.
• Change of mind: Refunds are not provided because a customer simply changed their mind about the order after it was prepared or delivered.
• Promotional or discounted items: Items purchased as part of limited-time promotions or discount deals may be subject to modified or restricted refund terms.
• Delivery fees: Delivery fees are non-refundable unless the order was not delivered due to circumstances within our control.
• Tips and gratuities: Any voluntary tips or gratuity amounts added at checkout are non-refundable.
• Gift cards and digital vouchers: Once issued or redeemed, gift cards and digital vouchers cannot be refunded or exchanged for cash.
• Orders affected by customer-provided incorrect information: If an order was not delivered or was incorrect due to an inaccurate address, phone number, or other customer-provided information, no refund will be issued.

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

To submit a refund request, please follow the steps outlined below:

1. Gather your order information: Locate your order confirmation email, which contains your order number, itemized list of purchases, and transaction details.
2. Document the issue: Where applicable, take clear photographs of the food received (e.g., missing items, incorrect order, evidence of spoilage). This documentation will support your claim and may expedite processing.
3. Contact our customer support team: Reach out to us via email at [email protected]. Include the following information in your message:
   • Your full name and registered email address
   • Order number
   • Date and time of order
   • Description of the issue
   • Any supporting photographs or documentation
   • Your preferred refund method (original payment method or store credit)
4. Await acknowledgment: Our team will acknowledge receipt of your refund request within 1–2 business days.
5. Review and decision: Our customer service team will review your request, which may involve verifying your order records and any submitted evidence. You will receive a decision within 3–5 business days of acknowledgment.
6. Refund issuance: If your refund is approved, it will be processed according to the timeframes specified in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on the original payment method used:

Please be aware that while we process refunds promptly on our end, the time it takes for the funds to appear in your account depends on your financial institution or payment provider. Chuys is not responsible for delays caused by third-party payment processors or banking institutions.

7. Partial Refunds

In certain circumstances, we may issue a partial refund rather than a full refund. Partial refunds may apply in the following situations:

• Only a portion of the items in an order were affected by an issue (e.g., one item out of several was missing or incorrect).
• The food items were delivered late but were otherwise acceptable in quality.
• A discount or promotional code was applied at checkout; the refund may be adjusted to reflect the actual amount paid for the affected item(s).
• The customer partially consumed an order before discovering an issue. In such cases, a partial refund may be issued at the discretion of our customer service team.
• The issue reported affected only part of a bundled order or meal deal.

The amount of any partial refund will be communicated to the customer during the review process and will reflect a fair assessment of the value of the affected portion of the order.

8. Exchange Policy

Due to the perishable nature of food products, traditional item exchanges are generally not available in the same way as non-food retail businesses. However, we offer the following resolution options in lieu of a monetary refund, depending on the situation:

• Order replacement: If a qualifying issue is confirmed (e.g., wrong items delivered or items missing), we may offer to prepare and deliver a replacement order at no additional charge, subject to availability and delivery area.
• Store credit: In some cases, we may offer store credit equivalent to the value of the affected items, which can be applied toward a future order on chuys-newhot.click.
• Complimentary item on next order: As a goodwill gesture for minor inconveniences, we may offer a complimentary item or discount on a future order.

The availability of these alternatives depends on the nature of the issue and is at the discretion of our customer service team. Customers may indicate their preference when submitting a refund or complaint request.

9. Cancellation Policy

Orders placed through chuys-newhot.click are processed quickly to ensure timely preparation and delivery. As a result, our cancellation window is limited.

9.1 Eligible Cancellations

You may cancel your order and receive a full refund if:

• The cancellation request is submitted within 5 minutes of order placement, before food preparation has begun.
• Our website experienced a technical error that resulted in a duplicate order being placed.
• We are unable to fulfill your order due to item unavailability or operational issues on our end.

9.2 Non-Eligible Cancellations

Cancellations will not be accepted, and refunds will not be issued, in the following circumstances:

• The cancellation request is made after food preparation has already begun.
• The order is already out for delivery.
• The order has already been picked up by the customer.

9.3 How to Cancel an Order

To cancel an order, contact us immediately at [email protected] with your order number and the reason for cancellation. Due to the narrow cancellation window, we recommend contacting us by phone if that option is made available, or email for the fastest response.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, you have the right to escalate your concern through the following process:

10.1 Internal Escalation

Contact our customer service team and request that your case be escalated to a senior representative or manager. Please reference your original refund request number or case ID when doing so. We will provide a final internal decision within 5 business days of escalation.

10.2 Chargeback Rights

If you believe you have been charged in error and we have not resolved the matter to your satisfaction, you have the right to contact your bank or credit card issuer to initiate a chargeback dispute. This right is protected under the Fair Credit Billing Act (FCBA) for credit card transactions. We encourage customers to attempt resolution directly with us before initiating a chargeback, as we are committed to resolving issues fairly.

10.3 Consumer Protection Resources

Customers in the United States may also file complaints with the following agencies if they believe their consumer rights have been violated:

• Federal Trade Commission (FTC): www.ftc.gov or call 1-877-382-4357
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your State Attorney General's Office — for state-level consumer protection concerns.

For customers in California, additional protections are available under the California Consumer Protection Act and related statutes. You may contact the California Department of Consumer Affairs for further guidance.

10.4 Informal Dispute Resolution

Before pursuing formal legal action, both parties agree to make a good-faith effort to resolve any dispute through direct communication. Please contact us using the information below so that we may work toward an amicable resolution.

11. Changes to This Refund Policy

Chuys reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to chuys-newhot.click. We encourage customers to review this policy periodically. The effective date at the top of this page will reflect the most recent revision. Continued use of our website and services after any changes constitutes your acceptance of the updated policy.

12. Contact Information for Refund Requests

If you have any questions about this Refund Policy, need to submit a refund request, or wish to escalate a concern, please contact our customer support team using the details below:

Our customer support team is available to assist you and aims to respond to all inquiries within 1–2 business days. When contacting us, please include as much detail as possible about your order and the nature of your concern to allow us to assist you efficiently.