Refund Policy

Effective Date: July 18, 2026  |  Last Updated: July 18, 2026

1. Introduction

At Dave's Hot Chicken, we take immense pride in the quality of our food and the experience we deliver to every customer. We understand that occasionally, issues may arise with an order, and we want to ensure you have a clear understanding of how we handle refund requests, exchanges, and cancellations.

This policy applies to all orders placed online through our website cafedaves.click, via phone, or in person at our restaurant. We encourage all customers to review this policy before placing an order so that expectations are clearly established from the outset.

Our goal is simple: if you are not satisfied with your experience, we want to make it right — within the reasonable boundaries described below.

2. Eligibility Conditions for Refunds

Not every situation will automatically qualify for a refund. The following conditions must generally be met for a refund request to be considered eligible:

• The order was placed directly through cafedaves.click or by phone with our restaurant staff.
• The issue is reported within the applicable timeframe outlined in Section 3 of this policy.
• The customer can provide proof of purchase (order confirmation number, receipt, or payment transaction ID).
• The complaint involves one or more of the following qualifying issues:
  • Incorrect item(s) received that differ from what was ordered.
  • Food was delivered in an inedible, spoiled, or significantly compromised condition.
  • A confirmed allergy-related error made by our staff despite proper notification at the time of ordering.
  • An order that was never received despite confirmation of placement and payment.
  • A duplicate charge was processed for the same order.
  • Significant quality issues that fall below our standard of preparation (e.g., completely raw food).

3. Timeframes for Refund Requests

Timing is critical when it comes to food-related refund claims. The following timeframes apply:

Requests submitted outside of these timeframes may not be eligible for a full refund. We strongly encourage customers to inspect their orders immediately upon receipt and to contact us as soon as possible if any issue is identified.

4. Non-Refundable Items and Situations

The following items and circumstances are generally not eligible for a refund:

• Orders that have been partially or fully consumed before a complaint is filed (except in cases of illness or safety concern).
• Dissatisfaction based solely on personal taste preferences when the item was prepared as described on the menu.
• Spice level complaints when the customer selected a specific heat level and the order was prepared accordingly.
• Orders placed through third-party delivery platforms (e.g., DoorDash, Uber Eats, Grubhub) — in such cases, you must contact the respective platform directly for their refund policies.
• Promotional or discounted items purchased as part of a limited-time deal, unless there is a documented preparation error.
• Add-ons, condiments, or side items where the primary order was correct.
• Requests submitted beyond the applicable timeframes listed above.
• Gift cards and digital credits once issued.

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

Requesting a refund with Dave's Hot Chicken is straightforward. Please follow the steps below to ensure your request is processed efficiently:

1. Gather Your Information: Before reaching out, collect your order confirmation number or receipt, a description of the issue, and (if applicable) photo evidence of the problem (incorrect item, food quality issue, etc.).
2. Contact Us Promptly: Reach out to our customer support team via email at [email protected] or visit our website at cafedaves.click. You may also call us directly if phone support is available.
3. Submit Your Request: In your message or call, clearly state:
   • Your full name and contact information.
   • Your order number and date of purchase.
   • A detailed description of the issue you experienced.
   • What resolution you are seeking (refund, replacement, or store credit).
4. Provide Supporting Evidence (If Required): Our team may request photos or additional documentation to verify your claim. Please cooperate promptly to avoid delays in processing.
5. Await Review: Our team will review your request within 1–3 business days and respond with a decision or follow-up questions.
6. Receive Resolution: If your refund is approved, you will be notified via the contact information provided, and the refund will be processed according to the timeframes described in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account depends on your original payment method:

Please note that while we process refunds promptly on our end, your bank or financial institution may have additional processing times that are outside of our control. If you do not see your refund after the estimated period, we recommend contacting your bank or card issuer before reaching out to us.

7. Partial Refunds

In certain circumstances, a partial refund may be issued rather than a full refund. Partial refunds may apply in the following situations:

• Only a portion of the order was incorrect or unsatisfactory while the remainder was acceptable.
• The customer consumed a portion of an order before identifying an issue.
• A promotional discount or coupon was applied to the original order — the refund will reflect the actual amount paid.
• Delivery fees, service charges, or applicable taxes may be excluded from the refund amount depending on the nature of the complaint.
• Items that were complimentary or part of a bundled deal at a reduced price may receive only proportional credit.

Our team will calculate partial refund amounts on a case-by-case basis and will communicate the breakdown clearly before processing.

8. Exchange Policy

In many cases, Dave's Hot Chicken may offer an exchange or replacement as an alternative to a monetary refund. This option is often faster and ensures you receive the correct, quality food you originally ordered.

Exchanges or replacements are available under the following conditions:

• The error was made on our part (wrong item, missing item, improperly prepared item).
• You are able to visit our location within a reasonable time (typically within the same business day the issue was reported).
• The original item (if incorrect) is returned or made available for inspection where feasible.

We cannot guarantee replacement availability for limited-time menu items or items that have sold out. In such cases, a refund or store credit will be offered instead.

9. Cancellation Policy

We begin preparing your food shortly after your order is confirmed in order to deliver the freshest possible product. As a result, our cancellation window is limited:

9.1 Online and Phone Orders

• Within 5 minutes of placement: Full cancellation and refund may be possible if preparation has not yet begun. Contact us immediately by phone or email.
• After 5 minutes: If preparation has already begun, we are unable to cancel or issue a refund for a change of mind. We may be able to offer store credit at our discretion.

9.2 Scheduled/Pre-Orders

• Scheduled orders may be cancelled with a full refund if cancelled at least 2 hours before the scheduled pickup or delivery time.
• Cancellations made between 30 minutes and 2 hours before the scheduled time may receive store credit only.
• Cancellations within 30 minutes of the scheduled time will not be eligible for a refund, as preparation will have already commenced.

9.3 In-Store Orders

Once an in-store order has been submitted to the kitchen, it cannot be cancelled. If there is an error with your order once received, please speak with a manager immediately for assistance.

10. Dispute Resolution Process

If you are unsatisfied with our initial response to your refund or complaint, Dave's Hot Chicken provides a structured dispute resolution process to ensure every customer has a fair opportunity to be heard.

10.1 Internal Escalation

If your initial refund request is denied or partially approved and you believe the decision was made in error, you may escalate your concern by:

• Sending a written appeal to [email protected] with the subject line: "Refund Dispute – [Your Order Number]".
• Clearly outlining why you believe the initial decision was incorrect and providing any additional supporting documentation.
• Our management team will review your appeal within 3–5 business days and provide a final written response.

10.2 Credit Card Chargebacks

We encourage customers to contact us directly before initiating a chargeback with their bank or card issuer. Most issues can be resolved quickly through direct communication. However, if you believe a chargeback is necessary, please be aware that we will respond to all chargeback disputes with the appropriate order documentation, communication records, and this Refund Policy as supporting evidence.

10.3 Consumer Protection

As a business operating in the United States, Dave's Hot Chicken complies with applicable consumer protection laws, including protections under the Federal Trade Commission (FTC) Act. Customers may also file a complaint with the FTC at www.ftc.gov or contact their state's consumer protection office if they feel their rights have been violated.

10.4 Informal Mediation

In the event of an unresolved dispute, both parties agree to first attempt resolution through good-faith negotiation. If direct negotiation fails, either party may propose informal mediation by a mutually agreed-upon neutral third party before pursuing any formal legal action.

11. Health and Safety Concerns

If you believe that food received from Dave's Hot Chicken caused a foodborne illness or a serious allergic reaction, please:

1. Seek medical attention immediately if needed.
2. Preserve any remaining food and packaging for potential inspection.
3. Contact us immediately at [email protected] so we can investigate the matter urgently.
4. Report the incident to your local health department if appropriate.

We take food safety with the utmost seriousness and will cooperate fully with any health authority investigation. Refunds for confirmed safety-related incidents will be reviewed and processed with priority.

12. Policy Amendments

Dave's Hot Chicken reserves the right to modify or update this Refund Policy at any time. Changes will be posted on our website at cafedaves.click with an updated effective date. Continued use of our services following any such changes constitutes your acceptance of the revised policy. We encourage you to review this page periodically.

13. Contact Information for Refund Requests

For all refund inquiries, cancellations, or order-related complaints, please reach out to us using the contact details below. We aim to respond to all inquiries within 1–2 business days.