Refund Policy

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

At Dave's Hot Chicken, we are committed to delivering an exceptional dining experience and the highest quality food to every customer. We understand that issues can occasionally arise, and we want to ensure that every concern is handled fairly, promptly, and professionally. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are processed.

By placing an order with Dave's Hot Chicken — whether in-store, online, or through a third-party delivery platform — you agree to the terms set forth in this policy.

1. Eligibility Conditions for Refunds

Dave's Hot Chicken will consider refund requests under the following circumstances:

• Incorrect Order: You received items different from what you ordered (e.g., wrong spice level, wrong protein, missing items).
• Food Quality Issues: The food was undercooked, spoiled, or otherwise unfit for consumption at the time of delivery or pickup.
• Allergic Reactions or Undisclosed Ingredients: If an item contained an ingredient not disclosed on the menu and you suffered an adverse reaction, you may be eligible for a refund. Note: We strongly encourage all customers to notify staff of allergies prior to ordering.
• Order Not Received: Your order was confirmed and charged but never delivered or made available for pickup.
• Duplicate Charges: You were charged more than once for the same order due to a technical error.
• Significant Delay: Your order was delayed by more than a reasonable amount of time beyond the estimated delivery or pickup window, and the food quality was compromised as a result.

Refund eligibility is determined on a case-by-case basis. Dave's Hot Chicken reserves the right to request supporting documentation (e.g., photos of the food, receipt, order confirmation number) before processing any refund.

2. Timeframes for Refund Requests

To be considered for a refund, you must submit your request within the following timeframes:

Requests submitted outside of these timeframes may not be honored unless exceptional circumstances exist at the sole discretion of Dave's Hot Chicken management.

3. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for refunds:

• Food that has been fully consumed before a complaint is submitted.
• Orders where the customer simply changed their mind after the food was prepared.
• Spice level dissatisfaction when the correct spice level was accurately applied as ordered (customers are advised to choose carefully, as our heat levels are clearly described on the menu).
• Promotional or discounted items purchased as part of a limited-time offer, unless there is a quality defect.
• Gift cards, vouchers, or store credits after they have been redeemed.
• Third-party delivery fees, service charges, or platform-specific fees charged by delivery services not directly operated by Dave's Hot Chicken.
• Customization requests that were correctly fulfilled as specified at the time of ordering.
• Combo meals or bundled items where only one component of the bundle is claimed to be unsatisfactory, without evidence of a broader quality issue.

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

Follow the steps below to submit a refund request with Dave's Hot Chicken:

1. Gather Your Information: Before contacting us, have the following ready:
   • Your order confirmation number or receipt
   • Date and time of your order
   • Description of the issue
   • Photos of the food (if applicable) to support your claim
   • Your preferred refund method
2. Contact Us: Reach out to our customer support team via one of the following methods:
   • Email: [email protected]
   • Website: daveshot-cafe.rest
3. Submit Your Claim: In your message, include all of the information listed in Step 1. The more detail you provide, the faster we can process your request.
4. Await Review: Our team will review your submission within 1–3 business days. We may contact you for additional information or clarification.
5. Receive a Decision: You will be notified via email of our decision. If approved, your refund will be processed according to the timeframes outlined in Section 5 below.

5. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds depends on your original payment method:

Please note that while Dave's Hot Chicken initiates refunds promptly upon approval, we are not responsible for delays caused by your financial institution or payment processor. If your refund has not appeared after the estimated processing period, please contact your bank or card issuer before reaching out to us.

6. Partial Refunds

In some situations, a partial refund may be offered rather than a full refund. Partial refunds may be issued under the following conditions:

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the remainder was acceptable.
• The issue reported only partially impacted the quality of the meal (e.g., a side item was incorrect but the main item was satisfactory).
• A promotional discount was applied to the original order, in which case the refund amount will reflect the proportional value paid.
• The food was partially consumed before the quality issue was identified, and the claim is still considered valid in part.
• A catering or large order was partially canceled with less than the required 48-hour notice period.

The exact amount of any partial refund will be determined by our customer service team based on the specifics of each case. We will communicate the proposed partial refund amount clearly before processing.

7. Exchange Policy

Dave's Hot Chicken is pleased to offer exchanges or order replacements in lieu of a monetary refund under appropriate circumstances. Our exchange policy works as follows:

• Incorrect Item: If you received the wrong item, we will prepare and provide the correct item as soon as possible, subject to availability. For delivery orders, a replacement may be sent or store credit may be issued at our discretion.
• Food Quality Issues: If your meal did not meet our quality standards, we will gladly remake the item or offer a replacement of equal or lesser value.
• Allergen-Related Issues: In the event of an allergen-related concern, we will prioritize your safety. Exchanges will be handled with care and we will review how the issue occurred.
• In-Store Exchanges: Exchanges are most easily facilitated in person at the restaurant location where you originally ordered. Please bring your receipt and the item in question (if possible).
• Online Order Exchanges: For online orders, contact us at [email protected] within the applicable timeframe and we will arrange a resolution.

Exchanges are subject to menu availability and restaurant operating hours. Dave's Hot Chicken reserves the right to offer store credit rather than a physical exchange where logistically appropriate.

8. Cancellation Policy

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

Standard Orders (Online / In-Store)

• Orders may be canceled within 5 minutes of being placed online, provided that preparation has not yet begun.
• Once food preparation has commenced, cancellation is not possible and a refund will not be issued for a change of mind.
• If we are unable to fulfill your order due to ingredient unavailability or operational issues, you will receive a full refund automatically.

Catering and Large Group Orders

• Cancellation more than 72 hours before the event: Full refund issued.
• Cancellation between 48–72 hours before the event: 50% refund issued; the remaining balance will be retained as a cancellation fee to cover preparation costs.
• Cancellation less than 48 hours before the event: No refund will be issued. Full payment will be retained.
• Rescheduling: Catering orders may be rescheduled without penalty if notice is provided at least 72 hours in advance, subject to availability.

Third-Party Platform Orders

If your order was placed through a third-party delivery platform (e.g., DoorDash, Uber Eats, Grubhub), the cancellation policy of that platform will apply. Dave's Hot Chicken does not have direct control over cancellations made through these services.

9. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request, we encourage you to follow the steps below to resolve the matter:

Step 1: Internal Escalation

Contact our customer service team again at [email protected] and request that your case be escalated to a senior manager. Provide your original case reference number, a summary of the issue, and any additional documentation.

Step 2: Written Formal Complaint

If escalation does not resolve your concern, you may submit a formal written complaint via email to [email protected] with the subject line "Formal Refund Dispute." Our management team will respond within 5 business days with a final determination.

Step 3: External Resolution

If the matter remains unresolved after following Steps 1 and 2, you have the right to pursue the following external options:

• Federal Trade Commission (FTC): You may file a consumer complaint with the FTC at www.ftc.gov under the FTC Act, which protects consumers against unfair or deceptive practices in commerce.
• State Consumer Protection Agency: Depending on your state of residence, you may contact your local consumer protection office or state attorney general's office.
• California Residents (CCPA/CPRA): If you are a California resident, you may have additional rights under the California Consumer Privacy Act (CCPA) and California Privacy Rights Act (CPRA). You may contact the California Attorney General's office for guidance.
• Credit Card Chargeback: If you paid by credit or debit card and believe you were unjustly charged, you may contact your card issuer to initiate a chargeback. Please note that filing a chargeback without first attempting to resolve the matter with us may affect your ability to use our services in the future.
• Better Business Bureau (BBB): You may also file a complaint with the Better Business Bureau at www.bbb.org.

10. Contact Information for Refund Requests

For all refund inquiries, exchanges, cancellations, or related concerns, please contact Dave's Hot Chicken using the information below:

11. Policy Updates

Dave's Hot Chicken reserves the right to update or modify this Refund Policy at any time. Any changes will be reflected on this page with a revised "Last Updated" date. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our services following any changes to this policy constitutes your acceptance of the revised terms.

This policy was last updated on July 5, 2026.