Refund Policy

Effective Date: July 2, 2026  |  Last Updated: July 2, 2026

1. Overview

This Refund Policy applies to all orders placed through our website choptcafe.click, our mobile application, in-store purchases, and any third-party delivery platforms authorized by Chopt. By placing an order with us, you agree to the terms outlined in this policy.

We understand that issues with food orders can arise, and we are committed to resolving them fairly and promptly. This policy is designed to be transparent, straightforward, and consumer-friendly in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund under the following circumstances:

• Incorrect Order: You received items that were different from what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food you received was spoiled, undercooked, contaminated, or otherwise unfit for consumption.
• Allergen Concerns: Your order contained allergens or ingredients that you specifically requested be excluded, and this was clearly noted at the time of ordering.
• Order Not Delivered: Your delivery order was never received, and the delivery was confirmed as failed by the carrier or platform.
• Significant Preparation Errors: Your customized order did not reflect the specific preparation instructions you provided during checkout.
• Duplicate Charges: You were charged more than once for the same order due to a payment processing error.
• Technical Errors: A system error on our website or app caused an unintended or unauthorized charge.

Refunds are evaluated on a case-by-case basis. Chopt reserves the right to request photographic or other evidence to support your claim before processing a refund.

3. Timeframes for Refund Requests

To qualify for a refund, you must submit your request within the timeframes outlined below:

Requests submitted after these deadlines may not be eligible for a refund. We strongly encourage you to inspect your order upon receipt and contact us immediately if there is an issue.

4. Non-Refundable Items and Services

Certain items and situations are not eligible for refunds. These include, but are not limited to:

• Change of Mind: Refunds will not be issued if you simply change your mind after placing an order that has already been prepared.
• Consumed Orders: If the majority of your order has been consumed and you raise a quality concern after the fact, a refund may be denied.
• Promotional or Discounted Items: Items purchased using special promotional codes, coupons, or deep-discount offers may not be eligible for refunds unless a genuine quality or safety issue is identified.
• Gift Cards and Credits: Gift cards and store credits are non-refundable and cannot be exchanged for cash.
• Delivery Fees: Third-party delivery platform fees are generally non-refundable and are subject to the respective platform's own refund policy.
• Catering Deposits: Non-refundable deposits made for catering or group orders as specified in your catering agreement.
• Incorrect Address Provided by Customer: If an order was undeliverable due to an incorrect address provided by the customer at checkout.
• Late Pickup: If a pickup order was not collected within the designated pickup window and the food was discarded as a result.

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

Follow these steps to submit a refund request:

1. Gather Your Information: Have your order confirmation number, the email address used to place the order, the date and time of the order, and any photos or documentation of the issue ready.
2. Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: choptcafe.click (via the Contact Us page)
3. Describe the Issue: Provide a clear and detailed description of the problem you experienced. Include the specific items affected, the nature of the issue, and any relevant context.
4. Submit Supporting Evidence: Where applicable, attach photographs of the incorrect, missing, or unsatisfactory items. This significantly speeds up the review process.
5. Await Confirmation: Our team will acknowledge your request within 1–2 business days and begin reviewing your claim.
6. Resolution: Once your request is reviewed, we will notify you of the outcome via email. If approved, your refund will be processed according to the timelines specified in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on your original payment method:

Please note that while we process refunds on our end promptly, your bank or financial institution may require additional time to reflect the credit in your account. We are not responsible for any delays caused by third-party financial institutions.

7. Partial Refunds

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

• Only a portion of your order was incorrect or missing, and the remainder was satisfactory.
• The food quality issue affected only specific items, not the entire order.
• A promotional discount was applied to the order, and the refund amount reflects the actual amount paid for the affected item(s).
• You consumed a significant portion of the order before reporting the issue, and only a portion of the claim is verifiable.
• A customer-requested modification contributed partially to the dissatisfaction with the final product.

Partial refund amounts will be communicated to you clearly before processing. You will have the opportunity to accept the partial refund or escalate your concern to our dispute resolution process outlined in Section 10.

8. Exchange Policy

Chopt does not typically offer direct food exchanges due to the perishable nature of our products. However, under the following conditions, we may offer a replacement order or store credit:

• In-Store Orders: If you are currently at one of our locations and your order was prepared incorrectly, we will remake your order at no additional charge. Please speak to a team member or manager immediately.
• Online or App Orders (Pickup): If you notice an error before leaving our location, inform a team member immediately, and we will correct your order.
• Delivery Orders: If your delivery order had a significant preparation error, we may offer to send a replacement order (subject to availability and distance) or issue a full store credit equivalent to the value of the affected items.

Replacement orders are subject to availability and are offered at the sole discretion of Chopt management. We are unable to guarantee a replacement in all circumstances, particularly during peak hours or high-volume periods.

9. Cancellation Policy

Because our food is prepared fresh to order, we have a limited window for order cancellations:

9.1 Online and App Orders

• Within 5 minutes of placing the order: You may request a cancellation and receive a full refund. Contact us immediately via email at [email protected].
• After 5 minutes: If your order has already entered the preparation stage, cancellation may not be possible. A refund will not be issued for orders that have already been prepared.

9.2 Scheduled or Pre-Orders

• Scheduled orders may be cancelled up to 2 hours before the scheduled pickup or delivery time for a full refund.
• Cancellations made less than 2 hours before the scheduled time will not be eligible for a refund unless the cancellation is due to an error on our part.

9.3 Catering and Group Orders

• Catering orders require at least 48 hours' notice for cancellation to receive a full refund.
• Cancellations made between 24 and 48 hours in advance may be subject to a cancellation fee of up to 50% of the total order value.
• Cancellations made less than 24 hours in advance are non-refundable, except in cases of documented emergencies.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate your concern through the following dispute resolution process:

Step 1: Internal Escalation

Request that your case be reviewed by a senior member of our customer experience team. You can do this by replying to your original refund communication and requesting escalation. We will review your case within 3–5 business days and provide a final internal decision.

Step 2: Written Complaint

If you remain unsatisfied following internal escalation, you may submit a formal written complaint to us at:

Please include "Formal Dispute" in the subject line along with your order number. We will respond to formal written complaints within 7 business days.

Step 3: Credit Card Chargeback

If you paid by credit or debit card and believe you have been improperly charged, you have the right to contact your card issuer to initiate a chargeback. We encourage you to attempt resolution directly with us before pursuing a chargeback, as this process can be lengthy. We will cooperate fully with any investigation initiated by your financial institution.

Step 4: Regulatory Complaints

Consumers in the United States have the right to file a complaint with the following agencies if they believe their consumer rights have been violated:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your State Attorney General's Office — for state-level consumer protection complaints

11. Third-Party Delivery Platform Orders

If you placed your order through a third-party delivery platform such as DoorDash, Uber Eats, Grubhub, or Postmates, your refund request may need to be handled directly through that platform's customer support. Each platform has its own refund and dispute resolution policies, which may differ from ours.

While we strive to work collaboratively with our delivery partners to resolve issues fairly, Chopt is not directly responsible for refunds on orders placed through third-party platforms. We encourage you to contact the platform first, but you are also welcome to notify us of the issue so we can improve our service.

12. Fraud Prevention

Chopt takes the abuse of refund policies seriously. Repeated or fraudulent refund requests may result in:

• Restriction or termination of your account
• Being flagged for suspicious activity
• Referral to appropriate law enforcement authorities in cases of confirmed fraud

We utilize order history and pattern monitoring to identify and address potential misuse of our refund process.

13. Policy Updates

Chopt reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with a revised effective date. We encourage you to review this policy periodically. Continued use of our services after any changes constitutes your acceptance of the updated policy.

14. Contact Information

For all refund-related inquiries, please contact our customer support team using the information below. We aim to respond to all inquiries within 1–2 business days.