Refund Policy

At Chopt, we are committed to delivering fresh, high-quality food and an exceptional dining experience to every customer. We understand that situations may arise where a refund or exchange is necessary, and we want to make that process as simple and transparent as possible. Please read this Refund Policy carefully to understand your rights and our procedures.

1. Overview

This Refund Policy applies to all purchases made through our website (cafe-chopt.rest), mobile ordering platforms, in-store transactions, and any third-party delivery services associated with Chopt. By placing an order with us, you agree to the terms outlined in this policy. Our goal is to resolve any issues fairly and promptly in accordance with applicable United States consumer protection laws, including guidelines established by the Federal Trade Commission (FTC).

2. Eligibility Conditions for Refunds

A refund may be issued under the following circumstances:

• Incorrect Order: You received an item that does not match what you ordered (wrong ingredients, wrong size, wrong item entirely).
• Food Quality Issues: The food you received was spoiled, undercooked, contaminated, or otherwise unfit for consumption.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Allergen Errors: You explicitly noted a food allergy or dietary restriction at the time of order, and the item was prepared without honoring that request, resulting in a product you cannot consume.
• Order Not Delivered: You placed and paid for a delivery order that was never received, and no delivery confirmation was generated.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Significant Order Delay: Your order was delayed by more than a reasonable timeframe and you did not accept or consume the food.

3. Timeframes for Refund Requests

We ask that all refund requests be submitted within the timeframes listed below. Requests submitted after these deadlines may not be eligible for a full refund.

Requests submitted beyond the deadlines stated above will be reviewed on a case-by-case basis and may result in a partial refund or store credit at our discretion.

4. Non-Refundable Items and Services

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

• Orders that have been fully consumed or partially consumed without a reported issue at the time of receipt.
• Changes of mind after the order has been prepared and picked up or delivered.
• Customizations or special requests that were honored exactly as submitted but did not meet personal taste preferences.
• Promotional or discounted items purchased during limited-time offers, unless the item was defective or incorrect.
• Gift cards and store credit once redeemed.
• Delivery fees charged by third-party delivery platforms (e.g., DoorDash, Uber Eats, Grubhub) — these are governed by the respective platform's refund policy.
• Catering orders cancelled less than 48 hours before the scheduled delivery or pickup time (see catering-specific terms in Section 8).
• Service charges and applicable taxes.

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

Follow these steps to submit a refund request with Chopt:

1. Gather Your Information: Before contacting us, please have the following ready:
   • Your order confirmation number or receipt
   • The date and time of your order
   • A description of the issue
   • Photographs of the item(s) in question, if applicable
   • Your preferred contact method and refund method
2. Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: cafe-chopt.rest (via the Contact Us form)
3. Submit Your Request: Clearly state that you are requesting a refund, describe the issue in detail, and attach any supporting documentation or photos.
4. Receive Acknowledgment: You will receive a confirmation email acknowledging your refund request within 1–2 business days.
5. Review and Decision: Our team will review your request and respond with a decision within 3–5 business days. We may contact you for additional information if needed.
6. Refund Issued: If approved, your refund will be processed according to the timelines outlined in Section 6.

6. Refund Processing Times by Payment Method

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

7. Partial Refunds

In certain situations, we may issue a partial refund rather than a full refund. Partial refunds may apply when:

• Only a portion of the order was incorrect or unsatisfactory, while the remainder was delivered as expected.
• The customer consumed part of the order before identifying an issue.
• A discount or promotional credit was applied to the original order.
• The refund request is submitted after the standard deadline but within a reasonable extended period.
• The issue was partly due to factors outside of Chopt's control, such as third-party delivery handling.

The amount of a partial refund will be calculated based on the specific items affected and the nature of the issue reported. Our customer service team will communicate the refund amount clearly before processing.

8. Cancellation Policy

8.1 Standard Orders

You may cancel a standard online or in-app order only before the order has entered preparation. Once our kitchen begins preparing your food, cancellation is no longer possible and a refund will not be issued for that order.

• To cancel, contact us immediately via email at [email protected] or call the specific restaurant location directly.
• If cancellation is confirmed before preparation begins, a full refund will be issued to the original payment method.

8.2 Catering Orders

Catering orders require advance planning and ingredient preparation. The following cancellation terms apply:

8.3 Subscription or Loyalty Program Credits

If you used loyalty rewards or promotional credits as part of a cancelled order, those credits will be restored to your account within 1–2 business days following cancellation confirmation.

9. Exchange Policy

Because Chopt serves freshly prepared food, traditional item-for-item exchanges are handled differently than in retail settings. Here is how we manage exchanges:

• Wrong Item Delivered: If you received the wrong item, we will arrange for the correct item to be prepared and delivered or made available for pickup at no additional charge, subject to availability and location hours.
• Quality Issue at Point of Sale: If you identify a quality issue while still at one of our restaurant locations, please speak to a manager immediately. We will remake your order at no cost.
• Post-Delivery Quality Concern: For delivery orders, we may offer a replacement order or store credit in lieu of a remake, depending on the circumstances and distance.
• Ingredient Substitutions: We do not offer exchanges based solely on taste preferences. However, if you requested specific ingredient substitutions that were not honored, we will correct the error or issue a refund.

10. Third-Party Delivery Platform Orders

If you placed your order through a third-party platform such as DoorDash, Uber Eats, Grubhub, or Seamless, please note the following:

• Refund and cancellation requests for orders placed via third-party platforms must be submitted directly to the respective platform, as payment is processed through them.
• Chopt does not have direct access to payment information for third-party platform orders.
• For food quality or safety issues originating from our kitchen preparation, you may contact us at [email protected], and we will coordinate with the platform on your behalf where possible.
• Delivery-related issues (e.g., late delivery, damaged packaging during transit) are the responsibility of the delivery platform and their drivers.

11. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Chopt provides a structured dispute resolution process to ensure fairness:

Step 1: Internal Escalation

Contact our customer service team and request that your case be escalated to a senior customer experience manager. You can do so by emailing [email protected] with the subject line "Refund Dispute – Escalation Request" and your original case or order number.

Step 2: Review Period

A senior team member will review your case within 5–7 business days and provide a written response explaining the final decision and any refund or credit offered.

Step 3: External Options

If you believe your consumer rights have been violated and our internal resolution did not satisfy your concern, you may pursue the following external options:

• Federal Trade Commission (FTC): File a complaint at reportfraud.ftc.gov if you believe a deceptive or unfair business practice has occurred.
• State Attorney General: Contact your state's consumer protection office for further assistance.
• Credit Card Chargeback: You may contact your bank or credit card issuer to initiate a chargeback dispute if a billing error cannot be resolved directly with Chopt. Please note that initiating a chargeback before allowing us to resolve the issue internally may limit our ability to assist you further.
• Better Business Bureau (BBB): You may file a complaint with the BBB, and we are committed to responding promptly to any BBB-mediated inquiries.

12. Consumer Rights Under Applicable Law

Chopt operates in full compliance with applicable United States consumer protection laws. Depending on your state of residence, you may have additional rights. These include, but are not limited to:

• Federal Trade Commission (FTC) Act: Protects consumers against unfair or deceptive acts and practices in commerce.
• State-Specific Consumer Protection Statutes: Many states have enacted additional consumer protection laws that may grant you rights beyond federal law. We encourage you to be familiar with the laws applicable in your state.
• California Consumers: If you are a California resident, the California Consumer Privacy Act (CCPA/CPRA) may apply to certain aspects of your interactions with our digital platforms. Refer to our Privacy Policy for more details.

Nothing in this Refund Policy limits or waives any rights you may have under applicable law.

13. Policy Updates

Chopt reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at cafe-chopt.rest with an updated effective date. Continued use of our services after any changes constitutes your acceptance of the revised policy. We encourage you to review this policy periodically.

14. Contact Information for Refund Requests

For all refund-related inquiries, please reach out to us through the following channels. Our customer service team is available Monday through Friday, 9:00 AM – 6:00 PM (ET).