Refund Policy

Overview

At Church's Chicken, we are committed to providing our customers with the highest quality food and exceptional service. Your satisfaction is our top priority, and we stand behind every meal we serve.

This Refund Policy outlines the conditions and procedures for requesting refunds on your orders. We strive to resolve any issues promptly and fairly, ensuring that every customer leaves satisfied with their Church's Chicken experience.

For immediate assistance with any order concerns, please contact our customer service team during business hours or speak with a manager at your local Church's Chicken restaurant.

Refund Eligibility

To be eligible for a refund, your request must meet the following conditions:

Time Frame Requirements

• In-Restaurant Orders: Report any issues immediately before leaving the restaurant
• Takeout Orders: Contact us within 2 hours of pickup
• Delivery Orders: Report issues within 1 hour of delivery
• Catering Orders: Contact us within 4 hours of scheduled delivery/pickup time

Product Condition

• Food items must be substantially uneaten (more than 75% remaining)
• Items must be in original packaging when applicable
• Products must show clear evidence of the reported issue
• Temperature-sensitive items must still be at appropriate serving temperature

Proof of Purchase

• Original receipt or order confirmation number
• Credit card statement (if receipt unavailable)
• Mobile app order history
• Valid order number for online/phone orders

Non-Refundable Items

The following items and circumstances are not eligible for refunds:

Food Items

• Meals that have been substantially consumed (less than 75% remaining)
• Items ordered and prepared according to customer specifications
• Foods returned more than 2 hours after purchase
• Items damaged due to customer negligence or transport
• Beverages that have been opened and partially consumed

Services and Promotions

• Gift card purchases (unless required by law)
• Promotional items received free with purchase
• Loyalty program rewards or points redemptions
• Catering services already completed without complaint
• Special event or holiday meal packages (subject to individual terms)

Circumstances

• Change of mind or preference after order completion
• Dietary restrictions not communicated at time of order
• Dissatisfaction with taste preference (personal preference)
• Orders placed with incorrect personal information

Refund Process

Follow these simple steps to request a refund:

Step 1: Immediate Contact

• Contact the restaurant where you made your purchase immediately
• Speak with a manager or shift supervisor
• Have your receipt and order details ready
• Clearly explain the issue with your order

Step 2: Documentation

• Provide proof of purchase (receipt, order number, or payment confirmation)
• Take photos of the problematic food items if applicable
• Note the time, date, and location of your visit
• Record the names of staff members you speak with

Step 3: Resolution Attempt

• Restaurant manager will assess the situation
• Immediate replacement or correction will be offered when possible
• If replacement is not satisfactory, refund process will begin
• Manager will document the incident for quality improvement

Step 4: Escalation (if needed)

• If not resolved at restaurant level, contact customer service
• Email: [email protected]
• Phone: +1 971-489-2202
• Include all documentation and previous communication details

Refund Methods

Refunds will be processed using the following methods and timeframes:

Payment Method Returns

• Credit/Debit Cards: Refunded to original card within 3-5 business days
• Cash Payments: Immediate cash refund available at restaurant
• Gift Cards: Refunded as store credit or replacement gift card
• Mobile Payments: Processed through original payment app within 3-5 business days
• Online Orders: Refunded to original payment method within 5-7 business days

Processing Timeframes

• Same-Day Resolution: Issues resolved at restaurant during visit
• 24-48 Hours: Management approval for larger refund amounts
• 3-5 Business Days: Credit card processing time
• 5-7 Business Days: Complex cases requiring investigation

Partial Refunds

In some cases, partial refunds may be offered for:

• Mixed orders where only some items have issues
• Meals that were partially consumable
• Service issues that didn't affect food quality
• Minor temperature or presentation concerns

Exchanges vs. Refunds

We often prefer to resolve issues through exchanges rather than refunds to ensure you receive the quality meal you expected.

Exchange Options

• Immediate Replacement: Fresh preparation of the same order
• Menu Substitution: Different menu item of equal or lesser value
• Store Credit: Future use credit for the full order amount
• Upgrade Option: Enhanced meal with customer paying difference

When Exchanges Are Preferred

• Wrong items delivered or prepared
• Food temperature issues that can be corrected
• Missing sides or components of meal
• Quality issues that don't pose health risks
• Customer preference changes during visit

When Refunds Are Appropriate

• Customer no longer has time to wait for replacement
• Food safety or health concerns
• Customer has left restaurant and cannot return
• Severe quality issues affecting entire order
• Allergic reaction or dietary restriction violations

Damaged or Defective Items

Special policies apply to food items that are damaged, defective, or pose potential health concerns.

Immediate Health Concerns

• Foreign objects in food - immediate full refund and incident report
• Undercooked poultry or other proteins - immediate replacement or refund
• Signs of spoilage or contamination - full refund and quality investigation
• Incorrect ingredients causing allergic reactions - immediate medical attention priority

Quality Defects

• Overcooked or burnt food items
• Cold food that should be served hot
• Stale or old products (bread, sides, etc.)
• Incorrect preparation or missing ingredients
• Packaging damage affecting food quality

Response Protocol

• Immediate Action: Stop consumption and preserve evidence
• Documentation: Photos, samples, and detailed incident report
• Health Priority: Customer safety takes precedence over policy
• Investigation: Full review of preparation and handling procedures
• Follow-up: Contact within 24 hours to ensure resolution