Refund Policy

1. Overview

At Church's Chicken, we are committed to providing exceptional food quality and customer service. We understand that occasionally you may need to request a refund or return, and we want to make this process as simple and transparent as possible.

This refund policy outlines the conditions, procedures, and timeframes for requesting refunds on food orders, catering services, and other purchases made through our restaurants or online platforms.

Last Updated: January 1, 2026

2. Refund Eligibility

To be eligible for a refund, your order must meet the following conditions:

• Timeframe: Refund requests must be made within 24 hours of order placement for online orders, or immediately upon receipt for in-store purchases
• Proof of Purchase: Valid receipt, order confirmation number, or transaction ID must be provided
• Product Condition: For food quality issues, the majority of the order must remain uneaten and available for inspection
• Valid Reason: Acceptable reasons include food quality issues, incorrect orders, or service failures on our part
• Temperature Issues: Food delivered cold or at unsafe temperatures when received
• Missing Items: Incomplete orders or missing menu items

3. Non-Refundable Items

The following items and situations are not eligible for refunds:

• Change of Mind: Orders cancelled due to customer preference changes after preparation has begun
• Dietary Restrictions: Orders that cannot be consumed due to undisclosed allergies or dietary restrictions
• Delivery Delays: Late delivery due to weather, traffic, or circumstances beyond our control
• Consumed Food: Orders that have been substantially consumed (more than 50%)
• Gift Cards: Purchased gift cards and promotional credits
• Promotional Items: Free items received through promotions or loyalty programs
• Third-Party Delivery: Issues related to third-party delivery services beyond our control
• Custom Orders: Specially prepared items or large catering orders (subject to separate terms)

4. Refund Process

Follow these steps to request a refund:

1. Contact Us Immediately: Call our customer service at +1 418-872-4386 or visit the restaurant where you made your purchase
2. Provide Order Details: Have your receipt, order number, date and time of purchase, and specific reason for the refund request ready
3. Inspection (If Required): For food quality issues, our manager may need to inspect the order. Keep the food available until resolution
4. Submit Documentation: Email photos of the issue (if applicable) to [email protected] along with your order information
5. Await Approval: Our team will review your request and respond within 1-2 business days with approval or additional questions
6. Receive Confirmation: Once approved, you'll receive confirmation of your refund method and expected processing time

5. Refund Methods

Refunds will be processed using the following methods and timeframes:

• Original Payment Method: Refunds will be issued to the original form of payment used for the purchase
• Credit Card Refunds: 3-5 business days to appear on your statement
• Debit Card Refunds: 5-7 business days to appear in your account
• Cash Purchases: Immediate cash refund available at the restaurant
• Gift Card Refunds: Store credit issued as a new gift card for gift card purchases
• Online Order Refunds: Processed through our payment processor within 2-3 business days
• Mobile App Purchases: Refunded through the app's payment system or as app store credits

Note: Processing times may vary based on your financial institution's policies.

6. Exchanges

In some cases, we may offer exchanges instead of refunds:

• Incorrect Orders: We'll replace incorrect items with the correct order at no additional charge
• Quality Issues: Fresh replacement of the same menu items if available
• Size Adjustments: Exchange for different portion sizes with price difference applied
• Store Credit: Option to receive store credit for future purchases instead of monetary refund
• Meal Vouchers: Complimentary meal vouchers for significant service failures
• Loyalty Points: Additional loyalty program points as compensation for minor issues

Exchange Timeframe: Exchanges must be requested within the same timeframe as refunds and are subject to product availability.

7. Damaged or Defective Items

Special policies apply for damaged or defective food items:

• Food Safety Issues: Immediate full refund for any food safety concerns (foreign objects, spoilage, contamination)
• Packaging Problems: Spilled or leaked items due to faulty packaging will be replaced or refunded
• Temperature Violations: Food delivered outside safe temperature ranges qualifies for immediate refund
• Quality Standards: Items that don't meet our quality standards (undercooked, overcooked, stale) are eligible for refund
• Documentation Required: Photos and detailed description of the issue must be provided
• Health Department Compliance: We follow all local health department guidelines for food safety issues
• Investigation Process: Serious issues may require internal investigation to prevent future occurrences

8. Contact Information

For refund requests and customer support, please contact us through any of the following methods: