Refund Policy

At Church's Chicken, we are committed to providing our customers with the highest quality food and exceptional service. We understand that occasionally, circumstances may require a refund, and we have established this comprehensive refund policy to ensure fair and transparent procedures for all our valued customers.

This refund policy applies to all purchases made at Church's Chicken locations, online orders, delivery services, catering orders, and any other transactions involving our products and services. By making a purchase with Church's Chicken, you acknowledge and agree to the terms outlined in this policy.

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

Timeframe Requirements

• Dine-in orders: Refund requests must be made before leaving the restaurant premises
• Takeout orders: Refund requests must be made within 2 hours of pickup
• Delivery orders: Refund requests must be made within 2 hours of delivery
• Catering orders: Refund requests must be made within 24 hours of scheduled event time
• Gift cards and promotional items: Refund requests must be made within 30 days of purchase

Product Condition Requirements

• Food items must be substantially unconsumed (more than 75% remaining)
• Items must be in their original packaging when possible
• Products must not show signs of tampering or contamination by customer
• Temperature-sensitive items must still be at appropriate serving temperature

Proof of Purchase Requirements

• Original receipt or order confirmation number
• Valid payment method information used for original purchase
• Photo identification may be required for large refund amounts
• For online orders: email confirmation or account order history

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

Food Items

• Custom or specially prepared orders that were made to customer specifications
• Items that have been substantially consumed (less than 75% remaining)
• Food items that have been outside our premises for more than 2 hours
• Items from promotional or limited-time offers specifically marked as "final sale"
• Beverages that have been opened or consumed

Services and Digital Items

• Delivery fees (unless delivery was not completed or significantly delayed)
• Service charges and gratuities
• Digital receipts or promotional codes that have been used
• Franchise licensing fees or business-related services

Gift Cards and Promotional Items

• Gift cards that have been used or partially used
• Promotional coupons or discount codes
• Loyalty program rewards that have been redeemed
• Contest prizes or complimentary items

Follow these steps to request a refund:

Step 1: Immediate Contact

Contact the restaurant location where you made your purchase or our customer service team as soon as possible. For fastest service:

• Speak with a manager at the restaurant location
• Call our customer service hotline: +1 346-571-7931
• Email us at: [email protected]
• Use our online contact form on the website

Step 2: Provide Required Information

When requesting a refund, please provide:

• Your name and contact information
• Order number or receipt details
• Date and time of purchase
• Location where purchase was made
• Detailed description of the issue
• Photos of the product if applicable

Step 3: Return Items (if applicable)

• Return unconsumed food items in original packaging
• Bring original receipt or proof of purchase
• Items must be returned within the specified timeframe
• Manager will inspect items and verify refund eligibility

Step 4: Refund Processing

• Approved refunds will be processed to original payment method
• Cash refunds available for cash purchases under $50
• Refund confirmation will be provided via receipt or email
• Processing time varies by payment method (see Refund Methods section)

Refunds will be processed using the following methods based on your original payment:

Credit/Debit Card Refunds

• Processing time: 3-5 business days
• Method: Refund to original card used for purchase
• Requirements: Card must still be active and valid
• Note: Refund amount may include applicable taxes

Cash Refunds

• Processing time: Immediate upon approval
• Method: Cash provided at restaurant location
• Limit: Available for purchases under $50
• Requirements: Valid ID may be required

Digital Payment Refunds

• Mobile payments (Apple Pay, Google Pay): 1-3 business days
• Online payment systems: 3-7 business days
• Gift cards: Refunded as store credit or replacement gift card
• Loyalty points: Points restored to customer account

Alternative Refund Options

• Store Credit: Immediate issuance, no expiration date
• Replacement Order: Same-value item substitution
• Future Discount: Percentage off next qualifying purchase

In many cases, an exchange may be preferable to a refund and can often be processed more quickly.

Exchange Policy

• Same-value exchanges: Available for any menu item of equal value
• Higher-value exchanges: Customer pays the difference
• Lower-value exchanges: Difference refunded or issued as store credit
• Processing time: Immediate for in-store exchanges
• Timeframe: Must be requested within same timeframe as refunds

When Exchanges Are Recommended

• Incorrect order items were received
• Food quality issues with specific items
• Temperature issues with food items
• Customer preference changes
• Dietary restriction accommodations needed

Special provisions apply to items that are damaged, defective, or do not meet our quality standards.

Immediate Replacement Policy

• Food safety issues: Immediate replacement and full refund if requested
• Temperature issues: Fresh preparation of replacement items
• Incorrect preparation: Remake according to original order specifications
• Contamination concerns: Full order replacement and investigation

Quality Guarantee

• All food items must meet Church's Chicken quality standards
• Items that fall below standards are eligible for immediate replacement
• No timeframe restrictions apply to genuine quality issues
• Full refunds available if replacement is not acceptable
• Additional compensation may be provided for significant issues

Packaging and Delivery Issues

• Spilled or damaged packaging: Free replacement order
• Missing items: Immediate delivery or pickup of missing items
• Delivery delays: Partial refunds or discounts on future orders
• Incorrect delivery address: Refund or redelivery based on circumstances

For all refund requests and customer service inquiries, please use the following contact methods:

Response Times

• Phone inquiries: Immediate assistance during business hours
• Email inquiries: Response within 24 hours
• In-person requests: Immediate resolution when possible
• Complex issues: Resolution within 48-72 hours

Documentation Required

When contacting us about a refund, please have the following information ready:

• Order receipt or confirmation number
• Date and time of purchase
• Location of purchase
• Description of the issue
• Photos of items if applicable
• Contact information for follow-up