Refund Policy

At Chopt, we are committed to delivering fresh, high-quality food and an exceptional customer experience. We understand that issues can occasionally arise with orders, and we want to make sure every concern is handled fairly and promptly. Please read this Refund Policy carefully to understand your rights and options when something does not go as expected.

1. Overview

This Refund Policy applies to all purchases, orders, and transactions made through our website at chopteat.click, our mobile application, or any other platform operated by Chopt. By placing an order with us, you agree to the terms outlined in this policy.

Because we deal in perishable food items, our refund process is designed to balance customer satisfaction with the operational realities of food service. We take every complaint seriously and aim to resolve all legitimate refund requests quickly and fairly.

This policy complies with applicable United States consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act, and relevant state consumer protection statutes.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund if one or more of the following conditions are met:

• Your order was incorrect — items were missing, wrong, or substituted without authorization.
• Your food arrived in an unsatisfactory condition — spoiled, contaminated, improperly prepared, or unsafe to consume.
• You received a duplicate charge or were charged an incorrect amount for your order.
• Your order was never delivered despite confirmation of placement and payment.
• Your order was significantly delayed beyond the estimated delivery or pickup time without prior notice, resulting in spoiled or unusable food.
• An item you ordered was unavailable, and no suitable replacement was offered or accepted by you.
• A technical error on our platform resulted in an unintended or erroneous transaction.

Refund eligibility is determined on a case-by-case basis. We reserve the right to request supporting evidence such as photographs of the food, order confirmation numbers, or other documentation to assess your claim.

2.1 Conditions That May Reduce Eligibility

Refunds may be denied or reduced in the following circumstances:

• The complaint is submitted after the applicable refund request timeframe has passed.
• The issue is related to personal taste preferences rather than food quality, preparation error, or incorrect items.
• The order was consumed in full or substantially before a complaint was raised about its condition.
• The customer provided an incorrect delivery address or contact information that led to a failed delivery.
• The delay or issue was caused by circumstances beyond our control, such as extreme weather events or third-party courier failures (partial accommodation may still be offered at our discretion).

3. Refund Request Timeframes

Given the perishable nature of food products, refund requests must be submitted within the following timeframes:

Requests submitted outside these timeframes may not be honored. We strongly encourage customers to inspect their orders upon receipt and to contact us as soon as possible if any issue arises.

4. Non-Refundable Items and Services

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

• Completed and consumed orders — Once a meal has been consumed without a complaint being raised about its quality or accuracy at the time of receipt, it is not eligible for a refund.
• Customization errors made by the customer — If a mistake was made in your order customization at the time of ordering (e.g., selecting the wrong dressing, toppings, or portion size), we are not obligated to issue a refund, though we may offer a courtesy accommodation at our discretion.
• Promotional items and free offers — Items provided as part of a promotion, loyalty reward, or complimentary offer are not eligible for cash refunds.
• Digital gift cards and vouchers — Once purchased and delivered digitally, gift cards and vouchers are non-refundable unless required by applicable law.
• Convenience fees and service charges — Platform fees, delivery fees, or service charges are generally non-refundable unless the associated service was not rendered due to our error.
• Donations or charitable contributions made at checkout are non-refundable.

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

To request a refund, please follow the steps below:

1. Gather your order information: Locate your order confirmation email or in-app receipt. Have your order number, the date and time of the order, and a description of the issue ready.
2. Document the issue (if applicable): If the issue involves food quality, incorrect items, or packaging problems, take clear photographs of the food and packaging before discarding anything. This documentation will support your claim.
3. Contact us through one of the following channels:
   • Email: [email protected]
   • Website: chopteat.click (use the Contact or Support section)
4. Provide a clear description of the problem: In your message, include your full name, order number, contact information, a detailed description of the issue, and any supporting photographs or screenshots.
5. Wait for our response: Our customer support team will acknowledge your request within 1–2 business days and may ask for additional information before a decision is made.
6. Review our decision: Once we assess your request, we will inform you of our decision and, if approved, the refund amount and method.
7. Receive your refund: If approved, refunds will be processed to your original payment method within the timeframes described in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund is approved, processing times may vary depending on the payment method used:

Please note that while we initiate refunds promptly upon approval, the actual time for funds to appear in your account is also subject to your bank's or payment provider's processing timelines, which are outside of our control. If you have not received your refund after the stated timeframe, please contact your bank or payment provider 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 be appropriate when:

• Only a portion of your order was incorrect, missing, or unsatisfactory.
• Part of the order was consumed before the quality issue was identified.
• The issue affected only certain items in a multi-item order.
• A delivery was partially completed (e.g., some items arrived correctly while others did not).
• We determine that only a portion of the complaint is substantiated by the evidence provided.

In cases involving partial refunds, we will clearly communicate the approved refund amount and the reasoning behind our decision. You may contact us to discuss the outcome if you believe the partial refund does not adequately address your concern.

8. Cancellation Policy

We begin preparing food orders as soon as they are confirmed. For this reason, our cancellation window is extremely limited.

8.1 Online and App Orders

• Orders may be cancelled for a full refund within 5 minutes of order placement, provided preparation has not yet begun.
• After 5 minutes, we cannot guarantee that cancellation is possible. If preparation has started, cancellation may not be accepted and no refund will be issued.
• To cancel an order, contact us immediately at [email protected] or through the cancellation feature in the app or website (if available).

8.2 Scheduled or Pre-Orders

• For scheduled orders or pre-orders placed in advance, cancellations must be submitted at least 2 hours before the scheduled preparation or pickup time to receive a full refund.
• Cancellations submitted less than 2 hours before the scheduled time may result in a partial refund or no refund, depending on the stage of preparation.

8.3 Catering or Group Orders

• Catering or large group orders have specific cancellation terms outlined at the time of booking. Please refer to your catering agreement or contact us directly for details.
• In general, catering cancellations require at least 24 hours' notice for a full refund. Cancellations within 24 hours may result in a partial or no refund due to preparation costs already incurred.

9. Exchange Policy

Due to the nature of our products — fresh, perishable, made-to-order food — we do not offer traditional item exchanges. However, we do accommodate the following situations:

• Incorrect items received: If you received an item different from what you ordered, we will offer to remake and re-deliver the correct item (subject to availability and location) or issue a refund for the affected item(s).
• Allergies or dietary concerns: If an item was prepared in a way that did not reflect your specified dietary restrictions or allergy notes, please contact us immediately. We will prioritize resolving this concern, which may include a replacement, credit, or refund depending on the circumstances.
• Packaged or retail items: If you purchased any sealed, non-perishable retail items through our platform (e.g., branded merchandise, packaged sauces), these may be exchanged within 14 days of purchase, provided they are unused, sealed, and in original condition. You are responsible for return shipping costs unless the item was defective or incorrectly sent.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to follow the dispute resolution process outlined below:

10.1 Internal Escalation

If you believe your refund request was handled incorrectly or unfairly, you may escalate your concern by sending a written request to [email protected] with the subject line "Refund Dispute — [Your Order Number]." Please include your original complaint, the decision you received, and the reasons you believe the decision should be reconsidered. A senior member of our customer support team will review your case and respond within 5 business days.

10.2 Chargeback Rights

If you believe you have been charged incorrectly and we have not adequately resolved your concern, you have the right to dispute the charge with your credit card company or bank. Under the Fair Credit Billing Act (FCBA), consumers have the right to dispute billing errors on credit card statements. We encourage you to attempt to resolve the matter directly with us before initiating a chargeback, as chargebacks can result in delays and additional complications for both parties.

10.3 Consumer Protection Agencies

If your concern remains unresolved after exhausting our internal process, you may contact relevant consumer protection agencies, including:

• The Federal Trade Commission (FTC) at ftc.gov/complaint
• Your state's Attorney General's Consumer Protection Division
• The Better Business Bureau (BBB) at bbb.org

10.4 Governing Law

This Refund Policy and any disputes arising out of it shall be governed by the laws of the United States and the applicable laws of the state in which the relevant transaction occurred, without regard to conflict of law principles.

11. Special Circumstances and Goodwill Accommodations

We value every customer and understand that situations outside the standard scope of this policy may occasionally arise. In cases of extreme dissatisfaction, extenuating circumstances, or issues that do not neatly fall within the categories above, we may, at our sole discretion, offer goodwill accommodations such as:

• Account credits or loyalty points
• Complimentary items on a future order
• Discount vouchers for future purchases

These goodwill gestures are offered at our discretion and do not establish a precedent or obligation for future cases.

12. Policy Updates

We reserve the right to update or modify this Refund Policy at any time. Changes will be posted on our website at chopteat.click with an updated effective date. Your continued use of our services after any changes constitutes your acceptance of the revised policy. We encourage you to review this policy periodically.

13. Contact Information

If you have any questions about this Refund Policy, wish to submit a refund request, or need assistance with an order, please contact us using the details below: