Refund Policy

Effective Date: July 25, 2026  |  Last Updated: July 25, 2026

1. Introduction

At Dave's Hot Chicken, we are committed to delivering the highest quality food and a satisfying customer experience with every order. We understand that occasionally issues may arise — whether it's an incorrect order, a quality concern, or an unexpected delivery problem. This Refund Policy outlines your rights and our responsibilities when it comes to refunds, exchanges, cancellations, and dispute resolution.

This policy applies to all orders placed directly through our website at daves-hotdelivery.click. Orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, Grubhub, or similar services) are subject to those platforms' individual refund and cancellation policies. We encourage customers to review those policies separately.

Our goal is simple: if something goes wrong with your order, we want to make it right. Please review this policy carefully to understand how we can best assist you.

2. Eligibility Conditions for Refunds

Not every order situation qualifies for a refund. To be eligible for a refund or order credit, your request must meet one or more of the following conditions:

• Incorrect Order Received: You received items that do not match what you ordered (wrong spice level, wrong proteins, missing menu items, etc.).
• Missing Items: One or more items included in your order confirmation were missing from your delivery or pickup bag.
• Food Quality Issues: The food you received was spoiled, undercooked, or otherwise unfit for consumption at the time of delivery or pickup.
• Significant Delivery Delay: Your delivery arrived more than 60 minutes beyond the estimated delivery time provided at the time of ordering, rendering the food unacceptable.
• Damaged Packaging: Your order arrived with severely damaged packaging that compromised the integrity or safety of the food items.
• Duplicate Charges: You were charged more than once for the same order due to a payment processing error.
• Order Never Delivered: Your order was confirmed and charged but never delivered and cannot be traced by our delivery team.

Refund requests that do not fall within these conditions may be reviewed on a case-by-case basis at the sole discretion of Dave's Hot Chicken management. We reserve the right to request photographic or other evidence to support your claim before processing any refund.

3. Timeframes for Refund Requests

Timing is critical when it comes to food-related refund requests. Due to the perishable nature of our products, all refund requests must be submitted within the following timeframes:

Requests submitted after these deadlines will not be eligible for a refund unless extraordinary circumstances can be demonstrated. We strongly encourage customers to inspect their orders immediately upon receipt and report any issues as soon as possible.

4. Non-Refundable Items and Situations

Certain items, services, and situations are not eligible for refunds under this policy. Please review the following carefully:

• Change of Mind: Refunds will not be issued simply because you changed your mind about an item after it was prepared or delivered.
• Incorrect Spice Level Selected: If you ordered the correct item but selected a spice level that was too hot or not hot enough based on personal preference, this does not qualify as an error on our part.
• Dietary Restrictions Not Disclosed: If you failed to note a dietary restriction, allergy, or modification at the time of ordering and the order was prepared according to the standard menu description, we cannot offer a refund.
• Partially Consumed Orders: Orders that have been significantly consumed (more than 25% eaten) are generally not eligible for a full refund unless a legitimate quality or safety issue is documented.
• Promotional or Discounted Items: Items purchased using promotional codes, loyalty rewards, or special discount offers may not be refundable unless the item is defective or incorrect.
• Catering Orders (Once Prepared): Once a catering order has been prepared and confirmed for pickup or delivery, refunds are not available unless significant quality issues are documented.
• Delivery Fees: Delivery fees are non-refundable unless the entire order was never delivered due to a fault on our part.
• Tips and Gratuities: Tips added during checkout are non-refundable.

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

To submit a refund request, please follow these steps carefully to ensure prompt processing:

1. Gather Your Order Information: Before reaching out, have the following information ready:
   • Your order confirmation number
   • The date and time of your order
   • The email address used when placing the order
   • A description of the issue
   • Photographs of the issue (if applicable — e.g., incorrect items, damaged packaging, food quality)
2. Contact Us via Email: Send an email to [email protected] with the subject line: "Refund Request – Order #[Your Order Number]". Include all relevant details and attach any supporting photographs.
3. Wait for Acknowledgment: Our customer service team will acknowledge your request within 1 business day of receipt. Please check your spam or junk folder if you do not receive a response.
4. Review and Verification: Our team will review your request, verify your order details, and may reach out for additional information. This review process typically takes 1 to 3 business days.
5. Resolution Notification: Once a decision has been made, you will be notified via email. If approved, you will be informed of the refund amount, method, and estimated processing time.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account will depend on your original payment method. The following are estimated processing timelines:

Please note that Dave's Hot Chicken processes refunds promptly on our end, but the final timing depends on your bank or payment provider. If you have not received your refund within the timeframe listed above, we recommend contacting your bank or payment provider directly before reaching out to us.

7. Partial Refunds

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

• Only certain items in your order were missing or incorrect, while other items were delivered properly.
• Your order was delivered late but was still within an acceptable window for food consumption.
• Minor packaging damage occurred but did not affect the safety or quality of the food.
• You consumed a portion of the order before identifying the issue.
• A promotional discount was applied to the order, and only the discounted portion of the affected item is refundable.

The amount of a partial refund will be determined by our customer service team based on the specific details of your request. We aim to ensure that the refund amount is fair and proportional to the issue experienced.

8. Exchange Policy

Due to the nature of our products — freshly prepared, hot food items — traditional exchanges (returning an item and receiving a replacement) are generally not available for food safety and quality reasons. However, we do offer the following alternatives in eligible situations:

• Order Correction (Same Session): If you identify an incorrect item before you leave the restaurant or within moments of receiving your delivery, contact us immediately. If the order has not yet left our kitchen, we may be able to correct it at no additional cost.
• Replacement Order Credit: In cases where a significant error occurred, we may issue a store credit equivalent to the value of the affected item(s), which can be applied to a future order.
• Re-Order Assistance: In rare cases of severe order failure, our team may work with you to arrange a complimentary re-order. This is evaluated on a case-by-case basis.

Exchanges or replacements are not available for personal preference changes, spice level dissatisfaction (when the correct level was delivered), or orders consumed beyond 25%.

9. Cancellation Policy

We begin preparing your order shortly after it is confirmed. As a result, our cancellation window is very limited. Please review the following cancellation terms:

9.1 Standard Online Orders

• Cancellation Window: You may cancel your order within 5 minutes of placing it, provided food preparation has not yet begun.
• To cancel, email us immediately at [email protected] with your order number and the subject line: "Order Cancellation Request".
• If your cancellation request is received and approved within the 5-minute window, a full refund will be issued to your original payment method.
• Orders that are already being prepared cannot be cancelled and are not eligible for a refund on this basis.

9.2 Catering and Large Group Orders

• Catering orders must be cancelled at least 48 hours in advance of the scheduled pickup or delivery time to receive a full refund.
• Cancellations made between 24 and 48 hours in advance may be subject to a cancellation fee of up to 25% of the total order value.
• Cancellations made less than 24 hours before the scheduled time are not eligible for a refund, as ingredients and preparation resources will already have been committed.

9.3 Scheduled Future Orders

If you placed an order scheduled for a future date or time, you may cancel it up to 2 hours before the scheduled preparation time for a full refund. Cancellations requested within 2 hours of the scheduled time are subject to standard cancellation terms above.

10. Dispute Resolution Process

We sincerely hope that all concerns can be resolved quickly and amicably through direct communication with our customer service team. However, if you are not satisfied with the outcome of your refund request, we offer the following escalation process:

Step 1: Internal Escalation

If your initial refund request was denied or if you believe the resolution offered was insufficient, you may request an escalation to a senior member of our team. To do so, reply to your existing email correspondence and request that your case be reviewed by management. Include any additional supporting evidence you wish to provide. We will respond to escalated cases within 3 to 5 business days.

Step 2: Formal Written Complaint

If escalation through our internal team does not resolve your concern, you may submit a formal written complaint to us at:

Formal complaints will be reviewed and responded to within 10 business days.

Step 3: External Options

If you remain unsatisfied after exhausting our internal resolution process, you have the following options available under applicable United States law:

• Credit Card Chargeback: You may contact your credit card issuer or bank to initiate a chargeback dispute. We recommend attempting to resolve the matter directly with us first, as chargebacks may affect your account status.
• Better Business Bureau (BBB): You may file a complaint with the Better Business Bureau at www.bbb.org.
• Federal Trade Commission (FTC): Consumer complaints regarding unfair or deceptive business practices may be submitted to the FTC at www.ftc.gov.
• State Consumer Protection Agency: Depending on your state of residence, you may also contact your state's attorney general or consumer protection office.

11. Special Circumstances

We recognize that life is unpredictable. In cases involving documented emergencies, natural disasters, severe weather events, or other exceptional circumstances that affect your ability to receive or consume your order, please reach out to us directly. We will do our best to accommodate reasonable requests on a case-by-case basis, even outside standard policy timelines.

Similarly, if you experience a verified food safety concern (such as a foreign object found in food or suspected foodborne illness linked to our products), please contact us immediately. Such cases are treated with the highest priority and may be subject to investigation in coordination with relevant health authorities.

12. Policy Updates

Dave's Hot Chicken reserves the right to modify or update this Refund Policy at any time. Any changes will be reflected on this page with an updated "Last Updated" date. We encourage customers to review this policy periodically. Continued use of our website and ordering services following any updates constitutes acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund-related inquiries, order issues, cancellations, or general questions regarding this policy, please contact us using the information below. Our customer service team is here to help and is committed to resolving your concerns promptly and professionally.

This Refund Policy was last reviewed and updated on July 25, 2026. This policy applies exclusively to orders placed directly through daves-hotdelivery.click. For orders placed via third-party platforms, please refer to those platforms' respective refund policies.