Refund Policy

Last Updated: July 3, 2026

1. Introduction

At Chuys, we are committed to providing our customers with the highest quality food products and dining experience. We understand that situations may arise where a refund or exchange becomes necessary. This Refund Policy has been established to ensure a fair, transparent, and straightforward process for all our customers.

This policy applies to all purchases and orders made through our website cafechuys.click, by phone, or in-person at our location. It governs the conditions under which refunds, exchanges, and cancellations are processed in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state regulations.

If you have any questions about this policy, please contact us at [email protected] before making a purchase.

2. Eligibility Conditions for Refunds

To be eligible for a refund, the following conditions must be met:

• The refund request must be submitted within the applicable timeframe outlined in Section 3 of this policy.
• The customer must provide proof of purchase, such as an order confirmation number, receipt, or transaction record.
• The issue must be documented with a clear description of the problem (e.g., incorrect order, quality issue, missing items).
• For food quality complaints, photographic evidence may be required to process your refund request.
• The order must have been placed directly through cafechuys.click or via our official ordering channels.
• The customer must not have consumed a substantial portion of the food item before reporting a quality issue (except in cases where the defect was not immediately apparent).

2.1 Qualifying Reasons for Refunds

We accept refund requests for the following reasons:

• Incorrect Order: You received an item that does not match what you ordered.
• Missing Items: Part of your order was not included in your delivery or pickup.
• Food Quality Issues: The food was spoiled, contaminated, undercooked, or otherwise unfit for consumption upon delivery or pickup.
• Allergen Issues: An item contained an allergen not disclosed on the menu, causing a verifiable issue.
• Duplicate Charges: You were charged more than once for the same order.
• Failed Delivery: Your order was confirmed but never delivered and no resolution was provided.

3. Timeframes for Refund Requests

Refund requests must be submitted within the timeframes specified below. Requests submitted after these deadlines may not be honored at our discretion.

We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issues are identified. Delays in reporting may affect our ability to investigate and resolve the matter effectively.

4. Non-Refundable Items and Services

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

• Consumed Food Items: Orders that have been fully consumed are not eligible for a refund, except in verified cases of foodborne illness or safety concerns.
• Change of Mind: Refunds are not provided because a customer simply changed their mind after the order has been prepared or delivered.
• Customization Errors by the Customer: If the customer made an error when customizing or selecting their order, and the order was prepared as specified, no refund will be issued.
• Promotional and Discounted Items: Items purchased as part of a limited-time promotion or at a significant discount may be non-refundable, as specified at the time of purchase.
• Gift Cards and Prepaid Credits: Gift cards and prepaid account credits are non-refundable and non-transferable.
• Catering Deposits: Deposits placed for catering orders are non-refundable once the order has been confirmed and preparation has commenced.
• Delivery Fees: Third-party delivery fees are non-refundable unless the failed delivery was solely due to an error on our part.

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

If you believe you are entitled to a refund, please follow these steps to submit your request:

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, the time it takes for the funds to appear in your account depends on your bank or financial institution. We are not responsible for delays caused by third-party payment processors or banks.

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 missing or incorrect (e.g., one item out of several was wrong).
• The food quality issue affected only part of the order.
• A portion of the order was consumed before the issue was identified.
• A promotional discount was applied to the original order, and only the non-discounted value is refundable.
• A partial cancellation is requested after some items have already been prepared.

The amount of a partial refund will be calculated based on the value of the affected items at the time of purchase, minus any applicable non-refundable fees. We will communicate the partial refund amount clearly in our decision notification.

8. Exchange Policy

We offer exchanges for orders where a food item was prepared incorrectly or did not match the customer's specifications, subject to the following conditions:

• The exchange request must be made within 30 minutes of receiving the order for dine-in customers, or within 1 hour of receiving a delivery or takeout order.
• The incorrect item must be returned (where feasible and hygienic to do so) before the replacement is prepared.
• Exchanges are subject to ingredient availability. If the requested item is unavailable, a refund will be offered instead.
• Exchanges are provided at no additional cost to the customer when the error was made by Chuys.
• If the customer ordered the wrong item due to their own error, an exchange may be offered at management's discretion but may require an additional charge for any price difference.

For exchange requests, please contact us at [email protected] or speak with a member of our team directly.

9. Cancellation Policy

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

9.1 Standard Orders

• Orders may be cancelled within 5 minutes of placement for a full refund, as food preparation typically begins immediately after an order is confirmed.
• Cancellation requests made after preparation has begun will not be eligible for a full refund. A partial refund may be considered at management's discretion.
• Once an order has been dispatched for delivery, it cannot be cancelled.

9.2 Catering and Large Group Orders

• Catering orders must be cancelled at least 48 hours before the scheduled event or pickup/delivery time to receive a full refund.
• Cancellations made between 24–48 hours before the event will incur a cancellation fee of up to 50% of the total order value.
• Cancellations made less than 24 hours before the scheduled time are non-refundable, as ingredients and preparation will already be underway.
• In cases of documented emergencies (e.g., medical emergency, natural disaster), exceptions may be considered at management's sole discretion.

9.3 How to Cancel an Order

To cancel an order, contact us immediately at:

• Email: [email protected]
• Website: cafechuys.click

Please include your order number and the reason for cancellation in your message. We will confirm the cancellation and advise on any applicable refund.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate the matter. We are committed to resolving disputes fairly and in a timely manner.

10.1 Internal Escalation

If you disagree with our initial decision, you may request a review by a senior member of our management team. To escalate your complaint:

1. Reply to the decision email you received, stating that you wish to escalate your refund request.
2. Provide any additional evidence or information that supports your claim.
3. Our senior team will review your case within 3–5 business days and provide a final decision.

10.2 External Dispute Resolution

If our internal escalation process does not resolve your concern, you may seek assistance from the following external resources:

• Federal Trade Commission (FTC): File a complaint at www.ftc.gov. The FTC works to protect consumers from unfair or deceptive business practices under the FTC Act.
• Better Business Bureau (BBB): Submit a complaint at www.bbb.org.
• Your State Attorney General's Office: Contact your state's consumer protection division for guidance on your rights under applicable state law.
• Credit Card Chargeback: If you paid by credit or debit card, you may have the right to dispute the charge with your card issuer. Please note that initiating a chargeback without first attempting to resolve the matter with us may affect our ability to assist you.

10.3 Governing Law

This Refund Policy shall be governed by and construed in accordance with the laws of the United States. Any disputes arising out of or in connection with this policy shall be subject to the jurisdiction of the appropriate courts in the United States, and where applicable, state consumer protection laws.

11. Changes to This Refund Policy

Chuys reserves the right to update or modify this Refund Policy at any time without prior notice. Any changes will be effective immediately upon posting to our website at cafechuys.click. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically to stay informed of any updates.

Your continued use of our services after any changes to this policy constitutes your acceptance of the revised terms.

12. Contact Information for Refund Requests

For all refund requests, questions about this policy, or concerns related to your order, please contact our customer support team using the details below:

This Refund Policy was last updated on July 3, 2026, and applies to all transactions conducted through cafechuys.click and associated ordering channels operated by Chuys.