Refund Policy

At Dave's Hot Chicken, we are committed to delivering a satisfying dining experience with every order. We understand that issues can occasionally arise, and we want to make sure our customers are treated fairly and transparently. This Refund Policy outlines the conditions under which refunds, exchanges, or cancellations may be granted, and how you can request them. Please read this policy carefully before placing an order.

By placing an order through our website at daves.rest, through third-party delivery platforms, or in person at any of our locations, you agree to the terms set forth in this Refund Policy. This policy is governed by applicable United States federal consumer protection laws, including guidelines established by the Federal Trade Commission (FTC), as well as applicable state laws.

1. Eligibility Conditions for Refunds

Dave's Hot Chicken will consider refund requests under the following circumstances:

• Incorrect Order: You received a food item that is materially different from what you ordered (e.g., wrong protein, wrong heat level, missing side items clearly listed on your receipt).
• Missing Items: One or more items included on your receipt were not delivered or provided to you.
• Food Quality Issues: The food was undercooked, spoiled, contaminated, or otherwise not fit for consumption upon delivery or pickup.
• Allergen Concerns: The order contained an allergen that you had clearly disclosed and requested to be omitted, resulting in an adverse reaction or unusable meal.
• Duplicate Charges: You were charged more than once for the same order due to a payment processing error.
• Unauthorized Transaction: A charge appeared on your account that you did not authorize and that can be verified as an error on our part.

Refund eligibility is evaluated on a case-by-case basis. We reserve the right to request photographic evidence or other documentation to verify a claim before issuing a refund.

2. Timeframes for Refund Requests

To be considered for a refund, you must contact us within the following timeframes:

Requests submitted after the applicable deadline may not be eligible for a refund. We encourage all customers to inspect their orders promptly upon receipt.

3. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for refunds:

• Orders where the customer selected a heat level (e.g., Mild, Medium, Hot, Extra Hot, Reaper) and the food was prepared correctly according to that selection
• Custom orders that were prepared exactly as specified by the customer
• Orders that have been substantially consumed before a complaint is made
• Delivery fees charged by third-party delivery platforms (these are governed by the respective platform's refund policy)
• Promotional or discounted items where a no-refund condition was clearly stated at the time of purchase
• Gift cards or promotional credits that have been redeemed
• Catering orders that were delivered and accepted without documented issues at the time of delivery
• Refund requests made outside of the applicable timeframes outlined in Section 2
• Orders placed through a third-party platform where the error originated with the platform, not Dave's Hot Chicken

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

To submit a refund request, please follow these steps:

1. Gather Your Information: Have your order confirmation number, receipt, payment method, date and time of the order, and a description of the issue ready before contacting us.
2. Document the Issue: If applicable, take clear photographs of the item(s) in question — especially for incorrect orders, food quality issues, or allergen-related concerns. This will help us process your request faster.
3. Contact Us Directly: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: daves.rest
4. Provide Details: In your message, include your full name, order number, the item(s) affected, a description of the issue, and any photos or supporting documentation you have gathered.
5. Wait for a Response: Our team will review your request and respond within 2–3 business days. We may follow up with additional questions or requests for documentation before making a determination.
6. Refund Decision: Once a decision has been made, we will notify you via email. If a refund is approved, it will be processed according to the payment method used for your order (see Section 5).

5. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your money back depends on your original payment method:

Please note that while we process refunds promptly on our end, your financial institution or payment provider may take additional time to reflect the credit in your account. Dave's Hot Chicken is not responsible for delays caused by third-party financial institutions.

6. Partial Refunds

In some situations, a partial refund may be issued rather than a full refund. This may occur when:

• Only one or a few items out of a larger order were affected by an issue
• A portion of the meal was consumed before the issue was identified
• The issue is determined to be minor and does not warrant a full refund (e.g., a missing condiment rather than a missing entrée)
• A catering order had partial issues with delivery or food quality that affected only a portion of the overall order
• A discount or promotional offer was applied to the order, reducing the refundable amount

In all cases where a partial refund is issued, we will clearly explain the reason and the amount being refunded. If you disagree with our determination, please refer to Section 9 — Dispute Resolution.

7. Exchange Policy

Dave's Hot Chicken values your satisfaction and may offer an exchange in lieu of a monetary refund in certain cases. Exchanges may be offered when:

• You received the wrong item and would prefer the correct item to be prepared and delivered or made available for pickup
• A food quality issue occurred and you prefer a replacement meal rather than a refund
• A missing item from your order can be made available for pickup at a convenient time

To request an exchange, contact us using the steps outlined in Section 4. Please note that exchanges are subject to availability and may not always be possible for catering or large-volume orders. Exchanges must generally be requested within the same timeframes applicable to refunds (see Section 2).

We are unable to offer exchanges for change-of-mind situations or for items that have already been consumed.

8. Cancellation Policy

We understand that plans can change. Please review our cancellation policy carefully:

8.1 Standard Online and In-Store Orders

Because our food is made fresh to order, cancellations must be requested immediately after the order is placed. Once food preparation has begun, we are generally unable to cancel the order or issue a full refund. If you need to cancel:

• Contact us immediately at [email protected] or call the specific location where your order was placed.
• If the order has not yet entered preparation, we will cancel it and issue a full refund.
• If the order is already being prepared, cancellations may not be accepted, or only a partial refund may be offered at our discretion.

8.2 Catering and Group Orders

Catering and large group orders require more preparation time and resources. The following cancellation schedule applies:

8.3 Third-Party Platform Orders

If your order was placed through a third-party delivery platform such as DoorDash, Uber Eats, or Grubhub, cancellation requests must be made through that platform. Dave's Hot Chicken does not control the cancellation policies of these platforms, and refunds for platform-placed orders are subject to each platform's individual policy.

9. Dispute Resolution Process

If you are unsatisfied with the outcome of a refund request, we encourage you to pursue resolution through the following process:

1. Internal Escalation: Reply to the refund decision email and clearly state your disagreement, providing any additional documentation or reasoning. Your case will be escalated to a senior team member for review within 3–5 business days.
2. Written Complaint: If escalation does not resolve the issue, you may submit a formal written complaint to our management team at [email protected] with the subject line "Formal Refund Dispute." Management will respond within 7 business days.
3. Credit Card Chargeback: If you believe you have been charged in error and we have not resolved your concern, you have the right to contact your credit card issuer or bank to dispute the charge. Please note that initiating a chargeback without first attempting resolution with us may delay the process.
4. FTC and Consumer Protection Resources: As a U.S.-based business, Dave's Hot Chicken is subject to the Federal Trade Commission Act and applicable state consumer protection laws. If you believe our practices are unfair or deceptive, you may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or with your state's Attorney General office.

10. Orders Placed Through Third-Party Platforms

Dave's Hot Chicken partners with third-party delivery and ordering platforms to provide convenient access to our menu. However, please be aware of the following:

• If your order was placed through a third-party platform (e.g., DoorDash, Uber Eats, Grubhub, Postmates), the platform's own refund and dispute resolution policies may apply in addition to or instead of ours.
• Delivery fees, service fees, and tips charged by third-party platforms are not refunded by Dave's Hot Chicken and must be disputed directly with the platform.
• Issues caused by the delivery driver (e.g., food arriving cold due to a long delivery route, damaged packaging caused during transit) may be best addressed directly with the delivery platform.
• For food quality or accuracy issues originating in our kitchen, please contact us directly as described in Section 4, and we will work to address the issue.

11. Policy Changes

Dave's Hot Chicken reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at daves.rest with a revised effective date. Your continued use of our services following such changes constitutes your acceptance of the updated policy. We encourage you to review this page periodically to stay informed of any updates.

12. Contact Information

For all refund requests, questions, or concerns related to this policy, please contact us using the information below. Our customer support team is ready to assist you.

This Refund Policy was last updated on May 8, 2026, and is effective as of that date. Dave's Hot Chicken is committed to fair and transparent customer service in accordance with applicable United States federal and state consumer protection laws.