Refund Policy

Last Updated: May 22, 2026

1. Introduction

At Chuys, we are committed to delivering high-quality food and an exceptional dining experience to every customer. We understand that there are occasions when an order may not meet your expectations, and we want to make the refund and resolution process as straightforward and fair as possible.

This Refund Policy applies to all orders placed through our website chuys-meal.click and governs the circumstances under which refunds, partial refunds, exchanges, and cancellations are permitted. This policy is governed by 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 directly using the information provided at the end of this document.

2. Eligibility Conditions for Refunds

Refund requests are considered on a case-by-case basis. To be eligible for a refund, one or more of the following conditions must be met:

• You received an incorrect item that was not part of your original order.
• Your order arrived in an unsatisfactory condition, including food that is spoiled, contaminated, or otherwise unsafe to consume.
• Your order was never delivered and cannot be located after a reasonable investigation.
• A significant portion of your order was missing upon delivery or pickup.
• You were charged an incorrect amount due to a billing or system error on our end.
• You experienced a duplicate charge for the same order.
• Your order was canceled by Chuys due to unavailability of items, operational issues, or circumstances beyond our control.

Refund requests that do not fall under any of the above conditions may be reviewed at our discretion. We reserve the right to deny refund requests that we determine are fraudulent, abusive, or in violation of our Terms of Service.

3. Timeframes for Refund Requests

To ensure fair and efficient resolution, all refund requests must be submitted within the timeframes outlined below:

Requests submitted after these timeframes may not be honored. We encourage customers to inspect their orders promptly upon receipt and contact us as soon as possible if an issue arises.

4. Non-Refundable Items and Services

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

• Change of mind: Orders that have been prepared and dispatched cannot be refunded simply because you changed your mind or no longer want the item.
• Customization errors by the customer: If you made an error when customizing your order (e.g., wrong toppings, incorrect size selection), the order is not eligible for a refund once it has been prepared.
• Consumed orders: Orders that have been substantially consumed are not eligible for refunds unless there is a documented health or safety concern.
• Promotional or discounted items: Items purchased at a heavily discounted promotional rate may not be eligible for refunds unless they are defective or incorrect.
• Delivery fees: Delivery charges are generally non-refundable unless the non-delivery was caused by an error on our part.
• Service fees and tips: Any applicable service fees or gratuity are non-refundable.
• Gift cards and credits: Purchases of gift cards or store credits are non-refundable once issued.

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

To submit a refund request, please follow the steps outlined below:

1. Step 1 – Gather Your Information: Before contacting us, please have the following details ready:
   • Your full name and contact information
   • Order confirmation number or receipt
   • Date and time of your order
   • Description of the issue (incorrect item, missing item, quality issue, etc.)
   • Supporting evidence such as photographs of the food, packaging, or receipt (where applicable)
2. Step 2 – Contact Us: Reach out to our customer support team via email at [email protected]. Please include all relevant information gathered in Step 1. You may also visit our website at chuys-meal.click to access our customer support portal or contact form.
3. Step 3 – Investigation: Once we receive your request, our team will review the details and, if necessary, conduct an internal investigation. We may reach out to you for additional information or clarification during this process.
4. Step 4 – Decision Notification: You will receive a written response via email notifying you of our decision within 5 business days of your initial request. If your refund is approved, we will inform you of the refund amount and processing method.
5. Step 5 – Refund Processing: Approved refunds will be processed according to the timelines described in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time required to receive the funds will vary depending on the original payment method used at the time of purchase.

Please note that while we process refunds promptly on our end, your financial institution or payment processor may take additional time to post the refund to your account. Chuys is not responsible for delays caused by third-party payment processors or banks.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply in the following circumstances:

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the remainder was delivered correctly and in acceptable condition.
• You partially consumed an order before discovering a quality issue.
• A discount, coupon, or promotional credit was applied to the original order, in which case the refund will be calculated based on the amount actually paid.
• You are requesting a refund for specific add-ons or upsells that were incorrect or missing, while the core order was satisfactory.

The amount of any partial refund will be determined by our customer support team based on the nature of the issue and the value of the affected portion of the order. We are committed to ensuring that partial refunds are fair and proportionate to the problem experienced.

8. Exchange Policy

Due to the perishable nature of food products, we generally do not offer direct exchanges. However, we understand that situations arise where an exchange may be the most appropriate resolution. Our exchange policy works as follows:

• Incorrect items delivered: If you receive an item that you did not order, we will work to arrange a replacement delivery or provide a credit to your account equal to the value of the incorrect item.
• Preparation errors: If your food was prepared incorrectly (e.g., wrong toppings, allergen substitution not honored), we may offer a complimentary remake of the item, subject to availability and operational feasibility.
• Store credit in lieu of exchange: In cases where a physical exchange or replacement is not feasible, we may offer store credit equivalent to the value of the affected item for use on a future order.

All exchange requests must be submitted within 24 hours of receiving your order and are subject to review by our customer support team.

9. Cancellation Policy

We understand that plans can change, and we will do our best to accommodate cancellation requests. Our cancellation policy is as follows:

9.1 Cancellations Before Order Preparation

If you wish to cancel your order before it has been accepted or entered into preparation, you may contact us immediately at [email protected]. If the cancellation is confirmed before preparation begins, you will receive a full refund.

9.2 Cancellations After Order Preparation Has Begun

Once your order has been accepted and preparation has begun, cancellations may not be possible. In such cases, the order will be delivered or made available for pickup as scheduled, and refunds will only be issued in accordance with the eligibility conditions outlined in Section 2 of this policy.

9.3 Cancellations Due to Chuys

If Chuys cancels your order for any reason, including but not limited to ingredient unavailability, technical errors, or operational issues, you will receive a full refund of the amount paid. We will notify you of the cancellation and the reason as soon as possible.

9.4 Scheduled Orders

For orders placed in advance or scheduled for a future date or time, cancellations must be submitted at least 2 hours before the scheduled delivery or pickup time to be eligible for a full refund. Cancellations submitted within 2 hours of the scheduled time may not be honored, and a cancellation fee may apply.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to follow the steps below to resolve the matter fairly and efficiently:

10.1 Internal Escalation

If you believe your refund request was handled incorrectly or unfairly, you may request an escalation by contacting us at [email protected] with the subject line "Refund Escalation Request." A senior member of our customer experience team will review your case and provide a written response within 7 business days.

10.2 Chargeback Process

If you are unable to resolve your dispute through our internal process, you have the right to file a chargeback with your bank or credit card provider. We encourage customers to attempt resolution with us directly before initiating a chargeback, as this process takes longer and may result in delays. We are committed to cooperating fully with any chargeback investigations initiated by your financial institution.

10.3 Consumer Protection Resources

Customers in the United States also have the right to file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or contact their state's attorney general office if they believe their consumer rights have been violated. California residents may also exercise rights under the California Consumer Privacy Act (CCPA/CPRA) where applicable.

10.4 Informal Negotiation

Before resorting to formal legal action, both parties agree to attempt to resolve any dispute through good-faith informal negotiation for a period of at least 30 days following written notice of the dispute. This notice should be sent to [email protected].

11. Fraud Prevention

Chuys takes refund fraud seriously. We actively monitor refund requests for patterns of abuse, including but not limited to:

• Repeatedly claiming non-delivery or missing items without legitimate cause
• Submitting fabricated or manipulated evidence to support a refund claim
• Initiating chargebacks without first attempting resolution with us
• Creating multiple accounts to exploit refund policies

Customers found to be engaging in refund fraud may have their accounts suspended, be permanently banned from using our services, and may be subject to legal action under applicable United States federal and state laws.

12. Policy Modifications

Chuys reserves the right to modify, update, or revise this Refund Policy at any time without prior notice. Any changes will become effective immediately upon posting to our website at chuys-meal.click. The "Last Updated" date at the top of this page will reflect when the most recent changes were made.

We encourage customers to review this policy periodically to stay informed about our current refund practices. Your continued use of our website and services following any changes constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund-related inquiries, please contact our customer support team using the details below. We are committed to responding to all inquiries in a timely and professional manner.