Refund Policy

At Dave's Hot Chicken, customer satisfaction is at the heart of everything we do. We take great pride in the quality of our food and the experience we deliver. This Refund Policy outlines the conditions under which refunds, exchanges, and cancellations are handled. By placing an order through our website at daveshotchickengo.rest or at any of our locations, you agree to the terms described in this policy.

Please read this policy carefully before placing an order. If you have any questions, do not hesitate to contact us using the information provided at the bottom of this page.

1. Our Commitment to Quality

Dave's Hot Chicken is committed to preparing fresh, high-quality food for every customer. We understand that issues can occasionally arise, whether related to order accuracy, food quality, or delivery. In such cases, we are dedicated to making things right in a fair and timely manner.

Because we deal in perishable food items, our refund policy is designed with both customer protection and food safety standards in mind. All refund requests are evaluated on a case-by-case basis in compliance with applicable consumer protection laws, including the Federal Trade Commission (FTC) Act and applicable state consumer protection statutes.

2. Eligibility Conditions for Refunds

A refund may be issued under the following circumstances:

• You received the wrong item(s) that differ from what you ordered.
• Your order arrived in an unsatisfactory condition (e.g., spoiled, foreign objects present, significantly undercooked or overcooked food).
• Your order was not delivered and cannot be located by the delivery provider.
• You experienced a duplicate charge or were billed incorrectly.
• Your order was cancelled by Dave's Hot Chicken prior to preparation or fulfillment.
• A documented technical error occurred during the online ordering process that resulted in an incorrect or failed transaction.

Refund requests that do not fall within the above categories will be reviewed at the sole discretion of our management team. We reserve the right to request photographic or other forms of evidence to support your claim.

3. Timeframes for Refund Requests

To ensure that refund requests can be properly investigated, the following timeframes apply:

Requests submitted outside these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders upon receipt and report any issues as soon as possible.

4. Non-Refundable Items and Services

The following are generally not eligible for refunds:

• Orders where food has been substantially consumed and a complaint is raised after the fact without valid reason.
• Orders where the customer provided an incorrect delivery address and the food was delivered to that address.
• Spice level or flavor preference dissatisfaction when the correct heat level was prepared as ordered (e.g., ordering "Reaper" level and finding it too spicy).
• Promotional or complimentary items received at no charge.
• Orders where the customer was absent at the time of delivery after confirming a delivery address and time.
• Delivery fees charged by third-party platforms (e.g., DoorDash, Uber Eats, Grubhub), which are subject to those platforms' own policies.
• Tips and gratuities applied at the time of checkout.
• Gift cards or store credit once they have been redeemed or used in a transaction.

5. How to Request a Refund

Follow the steps below to submit a refund request:

1. Gather Your Information: Before reaching out, have your order number, the date of your order, the items involved, and a brief description of the issue ready. If applicable, take clear photographs of the food or any packaging that supports your claim.
2. Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: daveshotchickengo.rest
3. Provide Details: In your message, include your full name, contact information, order number, the specific items in question, the nature of your complaint, and any supporting photos or documentation.
4. Await Review: Our team will review your request and respond within 2 to 3 business days. We may follow up with additional questions or request further evidence.
5. Resolution: Once your request has been reviewed and approved, we will notify you of the refund decision and method. If approved, the refund will be processed according to the timeframes outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds varies depending on your original payment method:

Please note that while we process refunds promptly on our end, the timing of when the funds appear in your account is controlled by your financial institution or payment provider. Dave's Hot Chicken is not responsible for delays caused by banks or third-party payment processors.

7. Partial Refunds

In some cases, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only a portion of your order was incorrect, missing, or unsatisfactory, and the remainder of the order was delivered correctly.
• A complaint is partially substantiated but not in full.
• An item was prepared correctly but an accompanying sauce, side, or condiment was missing.
• Delivery fees are disputed when the food itself was delivered satisfactorily.
• A promotion or discount was applied at the time of ordering, and the refund is adjusted to reflect the actual amount paid for the item(s) in question.

The amount of any partial refund will be determined by our team based on the nature and extent of the issue reported. We will communicate the partial refund amount to you before processing.

8. Exchange Policy

Because our products are freshly prepared perishable food items, traditional item-for-item exchanges are not always possible, particularly for online or delivery orders. However, for in-store orders, the following exchange options may be available:

• If you received the wrong item at our location and bring it to the attention of a team member immediately, we will re-prepare the correct item at no additional charge.
• If an item does not meet our quality standards upon inspection at the counter, our team will offer to remake the item on the spot.
• Exchanges must be requested before leaving the restaurant for in-store orders. Once you leave our premises, exchanges can no longer be processed, and you must contact us through the refund request process outlined in Section 5.

For delivery and online orders, exchanges are not available. Instead, eligible issues will be resolved through a refund or store credit as described in this policy.

9. Cancellation Policy

We begin preparing your order as quickly as possible after it is placed to ensure fresh, hot food. Because of this, our cancellation window is very limited.

9.1 Online and App Orders

• Orders may be cancelled within 5 minutes of being placed, provided that preparation has not yet begun.
• To cancel, contact us immediately at [email protected] or call your nearest Dave's Hot Chicken location directly.
• If your order has already entered the preparation stage, cancellation may not be possible. In such cases, we will evaluate whether a partial or full refund is appropriate based on the circumstances.

9.2 Catering and Large Group Orders

• Catering orders must be cancelled at least 48 hours before the scheduled pickup or delivery time to receive a full refund.
• Cancellations made between 24 to 48 hours prior may result in a partial refund, as ingredients and preparation may have already begun.
• Cancellations made less than 24 hours before the scheduled time are generally non-refundable, unless extenuating circumstances are presented and approved by management.

9.3 Third-Party Platform Orders

If your order was placed through a third-party delivery service (DoorDash, Uber Eats, Grubhub, etc.), cancellations must be handled directly through that platform. Dave's Hot Chicken has limited ability to cancel orders placed through third-party services once they have been confirmed and sent to our kitchen.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, or if you believe your concern has not been adequately addressed, you may escalate the matter through our dispute resolution process.

10.1 Internal Escalation

Request that your concern be escalated to a senior manager or the customer experience team by clearly stating in your email or communication that you wish to escalate. Our management team will review escalated cases within 5 business days and provide a final response.

10.2 Chargeback Rights

As a consumer, you retain the right to contact your bank or credit card issuer to dispute a charge if you believe you have been billed incorrectly or have not received what was promised. This right is protected under applicable federal and state consumer protection laws, including the Fair Credit Billing Act (FCBA) and the FTC Act. We encourage customers to first contact us directly before initiating a chargeback, as many issues can be resolved quickly and amicably.

10.3 State Consumer Protection Agencies

Customers in the United States also have the right to file a complaint with their state's consumer protection office or Attorney General's office if they feel their rights have been violated. We are committed to full compliance with all applicable consumer protection laws and welcome regulatory oversight.

10.4 Informal Resolution

We strongly encourage all customers to contact us directly before pursuing external remedies. The vast majority of issues can be resolved quickly and to your satisfaction through open communication with our team.

11. Special Circumstances

We understand that life is unpredictable. In the event of extraordinary circumstances — such as severe weather events, natural disasters, medical emergencies, or other situations beyond a customer's control — we will make every reasonable effort to accommodate refund or cancellation requests outside of our standard policy windows. Please contact us and explain your situation, and our team will work with you individually.

12. Changes to This Refund Policy

Dave's Hot Chicken reserves the right to update, modify, or change this Refund Policy at any time. Any changes will be posted on our website at daveshotchickengo.rest with an updated effective date. Your continued use of our services after such changes constitutes your acceptance of the revised policy. We recommend reviewing this page periodically to stay informed of any updates.

13. Contact Information for Refund Requests

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

Our customer support team is available during regular business hours. We aim to respond to all inquiries within 2 to 3 business days. For urgent matters related to food safety or health concerns, please also contact your local health department as appropriate.