Refund Policy

1. Overview

At Church's Chicken, customer satisfaction is our top priority. We are committed to providing you with the highest quality food and exceptional service. If for any reason you are not completely satisfied with your purchase, we have established this comprehensive refund policy to ensure your concerns are addressed promptly and fairly.

This refund policy applies to all purchases made at Church's Chicken locations, through our website, mobile app, or third-party delivery services. Please read this policy carefully to understand your rights and our procedures for handling refund requests.

2. Eligibility Conditions

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

Timeframe Requirements

• Dine-in purchases: Report issues immediately to restaurant management
• Takeout orders: Contact us within 2 hours of purchase
• Delivery orders: Report issues within 1 hour of delivery
• Catering orders: Contact us within 24 hours of event date
• Gift card purchases: Refund requests within 30 days of purchase

Required Documentation

• Original receipt or order confirmation number
• Valid photo ID for refunds over $25
• Credit card used for purchase (for card refunds)
• Photos of damaged or incorrect items when applicable

Product Condition Standards

• Food items must be reported as unsatisfactory before consumption
• Packaging must be intact for quality verification
• Temperature complaints must be reported immediately upon receipt
• Special dietary concerns must be documented with medical verification

3. Non-Refundable Items

The following items and services are not eligible for refunds under normal circumstances:

Limited Refund Eligibility

• Opened beverages (exchange only for temperature issues)
• Partially consumed meals (credit or replacement only)
• Catering deposits (refundable only with 48-hour notice)
• Special event orders during peak seasons
• Items purchased with expired coupons or promotions

Note: Non-refundable items may still be eligible for exchange or store credit at management discretion, particularly in cases of quality issues or service failures.

4. Refund Process

Follow these steps to request a refund:

5. Refund Methods & Timeframes

Refunds will be processed using the following methods and timelines:

6. Exchanges Policy

In many cases, an exchange may be more appropriate than a refund. We offer exchanges for:

Immediate Exchanges (Same Visit)

• Incorrect orders that don't match what was ordered
• Food temperature issues (too hot or too cold)
• Missing condiments or sides
• Beverage flavor substitutions
• Spice level adjustments

Return Exchanges (Future Visit)

• Store credit for equivalent value
• Replacement meal voucher
• Upgrade to larger size at same price
• Different menu item of similar value

Exchange Timeframe: Store credits and vouchers are valid for 90 days from issue date. Immediate exchanges must be requested before leaving the restaurant.

7. Damaged or Defective Items

We take special care with orders involving damaged or defective items:

Food Quality Issues

• Undercooked or overcooked items
• Incorrect preparation (wrong sauce, missing ingredients)
• Food safety concerns (foreign objects, spoilage)
• Allergic reaction potential
• Temperature abuse during transport

Packaging Problems

• Leaking containers causing spillage
• Damaged packaging affecting food quality
• Missing items due to packaging errors
• Contamination from damaged containers

Documentation Requirements

• Clear photos showing the issue
• Description of when problem was discovered
• Any health effects experienced
• Preservation of affected items when possible
• Medical documentation if applicable

Priority Processing: Damaged or defective item claims receive priority processing and are typically resolved within 24 hours of report.

8. Contact Information

For all refund-related inquiries and requests, please contact us through any of the following channels:

What to Include in Your Contact

• Full name and contact information
• Order number or receipt details
• Date, time, and location of purchase
• Clear description of the issue
• Preferred resolution (refund, exchange, credit)
• Photos or documentation if applicable

Response Guarantee: All refund requests will receive an initial response within 24 hours, with most issues resolved within 48-72 hours.