Refund Policy

Effective Date: June 5, 2026 | Last Updated: June 5, 2026

1. Introduction

At Chuys, we are committed to delivering high-quality food and an exceptional customer experience. We understand that situations arise where a refund or exchange may be necessary, and we strive to handle every request fairly, promptly, and professionally.

This Refund Policy governs all purchases and orders made through our website chuys-chichen.click and any affiliated ordering channels. This policy is governed by the laws of the United States, including applicable consumer protection regulations enforced by the Federal Trade Commission (FTC) under the FTC Act.

If you have any questions or concerns about this policy, please contact us at [email protected] before placing your order.

2. Eligibility Conditions for Refunds

Refund requests will be considered under the following conditions:

• The order was placed through chuys-chichen.click or an authorized ordering channel affiliated with Chuys.
• The refund request is submitted within the applicable timeframe described in Section 3 of this policy.
• The issue reported is verifiable and falls within one of the qualifying categories listed below.
• The customer provides sufficient documentation or evidence to support the refund request where applicable.

2.1 Qualifying Reasons for a Refund

Chuys will consider refund requests for the following qualifying reasons:

• Incorrect Order: You received items that are different from what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Food Quality Issues: The food received was spoiled, contaminated, or otherwise unfit for consumption.
• Duplicate Charges: Your payment method was charged more than once for the same order.
• Unauthorized Transactions: A charge was applied to your account without your authorization.
• Order Not Received: Your delivery or pickup order was confirmed but never arrived or was not made available.
• Significant Discrepancy: The order delivered substantially differed in quantity or quality from the advertised description.

3. Timeframes for Refund Requests

To be eligible for a refund, your request must be submitted within the following timeframes:

4. Non-Refundable Items and Services

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

• Orders that have been fully consumed or largely consumed before a complaint is filed.
• Dissatisfaction based solely on personal taste preferences (where the item was correctly prepared as described).
• Orders where the customer provided incorrect delivery information resulting in non-delivery.
• Promotional, discounted, or complimentary items provided at no charge.
• Delivery fees, service fees, and platform fees (unless the entire order qualifies for a full refund due to a verified issue).
• Tip amounts charged to a payment method.
• Refund requests submitted beyond the applicable timeframe window.
• Requests based on a change of mind after the order has been prepared or is in transit.
• Catering orders canceled less than 24 hours before the scheduled event or delivery time.

5. How to Request a Refund (Step-by-Step)

To submit a refund request, please follow the steps outlined below:

1. Contact Us Promptly: Reach out to our customer support team as soon as you identify an issue. You can contact us by emailing [email protected] or by visiting chuys-chichen.click.
2. Provide Your Order Details: Include the following information in your message:
   • Full name used at the time of ordering
   • Order number or confirmation number
   • Date and time of the order
   • Contact email or phone number associated with the order
3. Describe the Issue: Clearly explain the reason for your refund request. Be as specific as possible, including which items were affected and the nature of the problem.
4. Submit Supporting Evidence: Where applicable, attach photos, screenshots, or any relevant documentation that supports your claim. For food quality issues, photographs of the affected items are strongly recommended.
5. Await Confirmation: Our customer support team will acknowledge your request within 1–2 business days and may follow up to request additional information if needed.
6. Review and Decision: Once all required information has been gathered, we will review your request and notify you of our decision within 3–5 business days.
7. Refund Issuance: If your request is approved, the refund will be processed according to the timeframes specified in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will vary depending on the original payment method used:

Please note that while Chuys will process refunds within the above timeframes, your bank or financial institution may require additional time to post the credit to your account. Chuys is not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

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

• Only a portion of the items in an order were missing, incorrect, or unsatisfactory.
• The issue affected the quality of certain menu items but not the entire order.
• A delivery was significantly delayed but was ultimately received.
• A catering or large order had minor discrepancies that did not impact the overall order in a material way.
• The customer consumed a portion of the order before identifying and reporting the issue.

The amount of a partial refund will be determined at the discretion of Chuys based on a fair assessment of the issue reported. We will communicate the refund amount to you before processing, and you will have the opportunity to accept or contest the partial refund decision.

8. Exchange Policy

Due to the perishable nature of food products, direct item exchanges may not always be possible. However, Chuys is committed to making things right for our customers. Our exchange options include:

• Replacement Order: If an item was missing or incorrect, we may offer to prepare and deliver or make available a replacement item or order at no additional charge, subject to availability and operating hours.
• Store Credit: In lieu of a cash refund or replacement, we may offer store credit equivalent to the value of the affected item(s), which can be applied to a future order.
• Menu Item Substitution: If the original item is unavailable, we may offer a comparable menu item as a replacement at equal or lesser value.

All exchange requests are subject to the same eligibility conditions and timeframes as standard refund requests. To request an exchange, please follow the same step-by-step process outlined in Section 5 of this policy.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

9.1 Standard Orders

• Orders may be canceled for a full refund if canceled before preparation has begun. Once an order is confirmed and preparation has started, cancellations may not be accepted.
• If you need to cancel an order, please contact us immediately at [email protected].
• Orders that have already been dispatched for delivery cannot be canceled.

9.2 Pre-Orders and Advance Orders

• Pre-orders and advance orders may be canceled for a full refund if the cancellation request is submitted at least 2 hours before the scheduled pickup or delivery time.
• Cancellations submitted less than 2 hours before the scheduled time will not be eligible for a refund unless exceptional circumstances apply at our discretion.

9.3 Catering and Large Orders

• Catering and large group orders must be canceled at least 24 hours before the scheduled event or delivery time to be eligible for a full refund.
• Cancellations made between 12–24 hours before the scheduled time may be eligible for a 50% refund.
• Cancellations made less than 12 hours before the scheduled time are not eligible for a refund, as ingredients and preparation resources will have already been committed.

10. Dispute Resolution Process

If you are dissatisfied with our response to your refund or cancellation request, Chuys provides the following dispute resolution process:

10.1 Internal Escalation

If you believe your refund request was incorrectly denied or the resolution offered was inadequate, you may request an escalation by:

1. Sending a written email to [email protected] with the subject line: "Refund Dispute – [Your Order Number]".
2. Clearly explaining why you believe the initial decision was incorrect and providing any additional supporting information.
3. Our management team will review escalated disputes and respond within 5 business days.

10.2 Chargeback Rights

If you paid by credit card or debit card and are unable to resolve your dispute directly with Chuys, you retain the right to contact your financial institution to initiate a chargeback under the applicable card network rules. We encourage customers to attempt resolution with us directly before initiating a chargeback, as chargebacks can result in additional processing delays.

10.3 Consumer Protection Resources

Customers in the United States may also file a complaint with the Federal Trade Commission (FTC) at ftc.gov or contact their state's Attorney General office if they believe their consumer rights have been violated. Chuys fully cooperates with all lawful regulatory inquiries.

10.4 Governing Law and Jurisdiction

This Refund Policy is governed by the laws of the United States. Any disputes arising under this policy that are not resolved through the internal escalation process shall be subject to binding arbitration or litigation in accordance with the laws and jurisdiction applicable to Chuys's business location in the United States.

11. Fraud Prevention

Chuys takes fraudulent refund claims seriously. Abuse of this refund policy, including submitting false claims, providing fabricated evidence, or repeatedly exploiting the refund process in bad faith, may result in:

• Denial of current and future refund requests.
• Suspension or termination of your account and ordering privileges.
• Referral to appropriate legal authorities where applicable.

We reserve the right to investigate any refund request and to request additional verification from customers where fraudulent activity is suspected.

12. Policy Updates

Chuys reserves the right to modify or update this Refund Policy at any time. Any changes will be posted on this page with an updated effective date. We encourage customers to review this policy periodically. Your continued use of our website and services following any changes constitutes your acceptance of the updated policy.

13. Contact Information

For all refund requests, cancellations, exchanges, or inquiries related to this policy, please contact us using the information below: