Refund Policy

Effective Date: July 8, 2026 | Last Updated: July 8, 2026

1. Introduction

At Dave's Hot Chicken, we are committed to delivering a high-quality dining experience and ensuring customer satisfaction with every order. We understand that issues can occasionally arise with food orders, deliveries, or services, and we have established this Refund Policy to address those situations in a fair, transparent, and timely manner.

This policy applies to all purchases made through our website daves-newhot.click, our online ordering platform, and any third-party delivery services operating on our behalf. We encourage all customers to review this policy thoroughly so they understand their rights and options when seeking a refund, exchange, or cancellation.

This policy complies with applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive trade practices, and applicable state-level consumer protection statutes.

2. Eligibility Conditions for Refunds

We want every customer to be satisfied with their order. Refunds may be issued under the following circumstances:

• Incorrect Order: You received items that do not match what you ordered (e.g., wrong spice level, wrong menu item, missing item).
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise did not meet reasonable quality standards upon delivery or pickup.
• Foreign Objects: A foreign object was found in your food that should not have been present.
• Allergic Reactions Due to Incorrect Labeling: You experienced an allergic reaction because the food did not match the described ingredients, and you had previously disclosed your allergy at the time of ordering.
• Non-Delivery: Your order was not delivered within a reasonable timeframe despite confirmation of payment, and the delay was caused by our restaurant or delivery partner — not a third-party courier beyond our control.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Order Cancellation by Restaurant: We cancelled your order due to ingredient unavailability, staffing issues, or operational constraints.

Refund eligibility is determined on a case-by-case basis. Dave's Hot Chicken reserves the right to request supporting evidence such as photographs, order confirmation numbers, or written descriptions before approving a refund.

3. Timeframes for Refund Requests

To qualify for a refund, customers must submit their request within the following timeframes:

Refund requests submitted after these deadlines may not be honored. We strongly encourage customers to inspect their orders promptly upon receipt and to contact us immediately if any issue is identified.

4. Non-Refundable Items and Situations

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

• Orders that have been fully consumed before a complaint is submitted.
• Dissatisfaction with spice level when the correct spice level was delivered as ordered (e.g., ordering "Reaper" level and finding it too hot).
• Customization requests (e.g., "extra crispy," "no sauce") that were clearly communicated at the time of ordering but the customer later changed their mind.
• Promotional, discounted, or complimentary items offered as part of a deal or loyalty reward.
• Delivery fees charged by third-party delivery platforms (Uber Eats, DoorDash, Grubhub, etc.) — these must be disputed directly with the respective platform.
• Tips and gratuities voluntarily added at the time of checkout.
• Gift cards or store credits once issued and activated.
• Orders affected by delivery delays caused by external factors beyond our control, such as severe weather, traffic accidents, or courier platform outages.
• Requests submitted beyond the applicable deadline as outlined in Section 3.

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

If you believe you are eligible for a refund, please follow these steps carefully to ensure your request is processed efficiently:

1. Step 1 — Gather Your Information: Before reaching out, have the following ready:
   • Your full name and contact information
   • Your order confirmation number or receipt
   • The date and time of your order
   • A clear description of the issue
   • Photographic evidence (if applicable — e.g., incorrect item, quality issue)
2. Step 2 — Contact Us: Submit your refund request through one of the following channels:
   • Email: [email protected]
   • Website: daves-newhot.click (via the Contact or Support page)
3. Step 3 — Await Confirmation: Once we receive your request, you will receive an acknowledgment email within 1–2 business days confirming that your request is under review.
4. Step 4 — Review and Decision: Our customer support team will review your claim, including any evidence provided. We may contact you for additional information if needed. A decision will be communicated within 3–5 business days of receiving your complete request.
5. Step 5 — Refund Issuance: If your refund is approved, it will be processed according to the timelines described in Section 6 below. You will receive a confirmation email once the refund has been initiated.

6. Refund Processing Times by Payment Method

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

Please note that processing times may vary depending on your financial institution. Dave's Hot Chicken is not responsible for delays caused by your bank or payment processor once the refund has been initiated on our end.

7. Partial Refunds

In some situations, a partial refund may be more appropriate than a full refund. Dave's Hot Chicken may issue a partial refund under the following conditions:

• Only one or a few items in a multi-item order were incorrect or unsatisfactory, while the rest of the order was delivered correctly and in good condition.
• A portion of the order was consumed before the issue was identified (e.g., one item out of four was found to be incorrect after the others were eaten).
• The complaint relates to a minor quality issue (e.g., slightly less food than expected) rather than a complete failure to deliver the product.
• The customer received a discount, coupon, or promotional price, and the refund amount will reflect the actual amount paid rather than the full menu price.

The amount of any partial refund will be determined at the sole discretion of Dave's Hot Chicken, based on the nature of the complaint, the evidence provided, and the proportion of the order affected.

8. Exchange Policy

For in-store orders and direct pickup orders, we are happy to offer an exchange (replacement of your item) under the following conditions:

• The incorrect item is returned to us unused or minimally tasted within 30 minutes of receipt.
• The replacement item is the same or equivalent item at no additional charge.
• The request is made directly to our staff at the time of pickup or dining.

For online delivery orders, exchanges are not available due to the nature of food delivery. In such cases, a refund or store credit will be offered instead.

Dave's Hot Chicken reserves the right to decline exchange requests if the original product has been substantially consumed, tampered with, or if the request is not made within the applicable timeframe.

9. Cancellation Policy

We begin preparing your order shortly after it is confirmed to ensure fast and fresh delivery. As a result, cancellation windows are limited.

9.1 Customer-Initiated Cancellations

• Within 5 minutes of placing the order: Full refund available. Please contact us immediately at [email protected] or call us if a phone number is listed on our website.
• After 5 minutes but before food preparation begins: Refund may be issued at our discretion depending on order status.
• After food preparation has begun: Cancellations are generally not accepted, and no refund will be issued.
• After order has been dispatched for delivery: Cancellations are not accepted once the order has left our kitchen with a delivery driver.

9.2 Restaurant-Initiated Cancellations

In the event that Dave's Hot Chicken must cancel your order due to unforeseen circumstances (ingredient shortage, kitchen closure, system error, etc.), you will receive:

• A full refund to your original payment method, processed within the timeframe outlined in Section 6, or
• A store credit of equal or greater value, subject to your preference.

We will notify you promptly via email or phone if we need to cancel your order.

10. Orders Placed Through Third-Party Platforms

If your order was placed through a third-party delivery platform (such as Uber Eats, DoorDash, Grubhub, or Postmates), please be aware of the following:

• Refund and cancellation policies may vary depending on the platform used.
• Delivery-related issues (e.g., late delivery, lost order by courier) should be reported directly to the third-party platform.
• Food quality issues attributable to our kitchen may still be directed to us at [email protected].
• Delivery fees charged by third-party platforms are non-refundable through Dave's Hot Chicken and must be disputed with the respective platform.

11. Dispute Resolution Process

We encourage all customers to contact us directly before pursuing external dispute resolution. Our goal is to resolve every issue quickly and amicably.

11.1 Internal Resolution

If you are dissatisfied with the outcome of your initial refund request, you may escalate the matter by emailing [email protected] with the subject line "Refund Escalation — [Your Order Number]". A senior member of our team will review your case and respond within 5 business days.

11.2 Chargeback Notice

Customers who initiate a credit card chargeback without first attempting to resolve the issue directly with Dave's Hot Chicken may have their accounts suspended pending investigation. We reserve the right to contest chargebacks that do not comply with the terms of this policy and to provide evidence of the transaction, communication, and delivery to the issuing bank.

11.3 Consumer Protection Agencies

If you feel your consumer rights have been violated and internal resolution has failed, you may file a complaint with:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your applicable state Attorney General's Consumer Protection Division

11.4 Governing Law

This Refund Policy shall be governed by and construed in accordance with the laws of the United States of America and the applicable laws of the state in which Dave's Hot Chicken operates. Any disputes not resolved through internal channels shall be subject to binding arbitration or litigation in the appropriate jurisdiction, in accordance with applicable state and federal law.

12. Fraud Prevention

Dave's Hot Chicken takes fraudulent refund claims seriously. We reserve the right to deny refund requests that we reasonably believe to be fraudulent, abusive, or in bad faith. This includes, but is not limited to, repeated refund requests from the same customer across multiple orders without credible justification, or false claims regarding order quality or delivery.

Customers found to be engaging in refund fraud may have their accounts permanently banned from our platform and may be referred to appropriate legal authorities.

13. Policy Updates

Dave's Hot Chicken reserves the right to update, modify, or revise this Refund Policy at any time. Any changes will be posted on our website at daves-newhot.click with a revised effective date. Continued use of our website or services after any changes constitutes your acceptance of the updated policy.

We recommend that customers review this policy periodically to stay informed of any updates.

14. Contact Information for Refund Requests

For all refund inquiries, please reach out to our customer support team using the details below. We aim to respond to all queries within 1–2 business days.