Refund Policy

Effective Date: June 24, 2026 | Last Updated: June 24, 2026

1. Overview

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 take those situations seriously. This Refund Policy has been established to ensure a fair, transparent, and consistent process for all refund, exchange, and cancellation requests.

This policy applies to all orders placed through our website at chuyscafe.click, by phone, in-person, or through any authorized third-party delivery platforms partnered with Chuys. Please note that third-party platforms may maintain their own separate refund policies, and we encourage you to review those independently when applicable.

Our policies comply with applicable United States consumer protection laws, including standards enforced by the Federal Trade Commission (FTC) under the FTC Act, as well as state-specific regulations governing food service and consumer transactions.

2. Eligibility Conditions for Refunds

Not every situation automatically qualifies for a refund. Chuys evaluates each refund request individually and will issue refunds under the following eligible circumstances:

• Incorrect Order: You received items that are different from what you ordered.
• Missing Items: One or more items from your order were not included at the time of delivery or pickup.
• Food Quality Issues: The food received was spoiled, undercooked, or otherwise unsafe for consumption.
• Allergen Concerns: An item was prepared with an ingredient that was specifically flagged as an allergy concern at the time of ordering, and the incorrect item was delivered.
• Order Not Delivered: A delivery order was confirmed and charged but never arrived at your designated address.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error.
• Significant Delay: Your order was delivered significantly later than the estimated time provided, resulting in food that was no longer suitable for consumption.

Refund requests that do not fall within the categories listed above will be reviewed on a case-by-case basis at the sole discretion of Chuys management.

3. Timeframes for Refund Requests

To be considered for a refund, you must submit your request within the following timeframes:

Requests submitted after these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders immediately upon receipt and contact us as soon as possible if any issues are identified.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds under this policy. The following are considered non-refundable:

• Orders that have been fully consumed or substantially eaten before a complaint is submitted.
• Menu items that were accurately prepared according to your original order specifications.
• Dissatisfaction based solely on personal taste or preference, where no preparation error occurred.
• Customization requests that were correctly fulfilled as instructed at checkout.
• Delivery fees, service fees, or platform fees charged by third-party delivery services.
• Tips and gratuity amounts added at the time of ordering.
• Promotional or discounted items purchased under special limited-time offers, unless a qualifying defect is present.
• Gift cards and store credit purchases.
• Orders placed through unauthorized third-party resellers or platforms not officially affiliated with Chuys.

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

Submitting a refund request with Chuys is a straightforward process. Please follow the steps below to ensure your request is handled as efficiently as possible:

1. Gather Your Order Information: Before contacting us, have the following ready:
   • Your full name and contact information
   • Order number or confirmation number
   • Date and time the order was placed
   • Description of the issue
   • Photographic evidence (if applicable, such as incorrect or damaged food items)
2. Contact Chuys: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: chuyscafe.click
3. Provide Details: Clearly describe the nature of your refund request in your message. Include all relevant order details and attach any supporting photos or documentation.
4. Receive Confirmation: Once your request is received, our team will send you a confirmation acknowledgment within 1 business day.
5. Review and Decision: Our team will review your request and may follow up with additional questions. A final decision will be communicated to you within 3 to 5 business days.
6. Refund Issuance: If your request is approved, the refund will be processed using the method described in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds will vary depending on your original payment method. The following processing timelines apply:

Please note that while Chuys processes refunds promptly upon approval, the final posting of funds to your account is subject to your financial institution's policies and may take additional time beyond our processing window.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds are considered under the following conditions:

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the remainder was delivered correctly and in good condition.
• You accepted and consumed part of an order before identifying a quality issue with a specific item.
• A promotional discount or coupon was applied to the order, and only a specific item within the order qualifies for a refund.
• The reported issue affects one or more items but not the entirety of the order.
• A delivery fee or service charge is non-refundable but the food item itself qualifies for a refund.

The amount of a partial refund will be calculated based on the individual item prices as reflected in your original order receipt. Chuys reserves the right to determine the appropriate partial refund amount at its discretion following a thorough review of the submitted claim.

8. Exchange Policy

In cases where a refund is not the preferred resolution, Chuys may offer an exchange or order replacement as an alternative, subject to the following conditions:

• Exchange requests must be made within the same timeframes specified in Section 3 of this policy.
• Replacement items are subject to availability at the time the exchange is requested.
• For pickup and dine-in orders, exchanges may be processed immediately at the restaurant location.
• For delivery orders, a replacement may be dispatched at no additional charge if the original delivery failed to meet our quality standards.
• Exchanges are not available for orders where the original item was correctly prepared but simply not preferred by the customer.

To request an exchange, please contact us through the same channels listed in Section 5. Clearly indicate that you prefer a replacement rather than a monetary refund, and our team will do its best to accommodate your request.

9. Cancellation Policy

We understand that plans can change. The following cancellation guidelines apply to all orders placed with Chuys:

9.1 Standard Orders (Delivery and Pickup)

• Orders may be cancelled for a full refund within 5 minutes of placement, provided that food preparation has not yet begun.
• Once an order has entered the preparation stage, cancellations will not be accepted, and no refund will be issued.
• If you need to cancel an order, please contact us immediately at [email protected] or by phone. Time is critical in these situations.

9.2 Catering Orders

• Catering orders cancelled 72 hours or more before the scheduled event will receive a full refund.
• Catering orders cancelled between 24 and 72 hours before the event will receive a 50% refund.
• Catering orders cancelled less than 24 hours before the event are non-refundable due to the advance preparation involved.
• Cancellations must be submitted in writing via email to [email protected].

9.3 Pre-Orders and Special Event Orders

• Pre-orders and holiday or special event orders are subject to individual cancellation terms communicated at the time of ordering.
• Deposits paid for special event orders are generally non-refundable unless otherwise stated in writing at the time of the booking.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Chuys provides an internal escalation and dispute resolution process to ensure fairness and transparency.

10.1 Internal Escalation

If you believe your refund request was incorrectly denied or the resolution offered was inadequate, you may escalate the matter by emailing [email protected] with the subject line "Refund Dispute Escalation" and including your original request details. A senior member of our management team will review your case within 5 business days and provide a final written response.

10.2 Chargeback and Credit Card Disputes

We encourage customers to work directly with Chuys to resolve any issues before initiating a chargeback through their financial institution. However, you retain the right to dispute a charge with your credit card provider or bank in accordance with your card agreement and applicable U.S. consumer protection laws. Please be aware that initiating a chargeback without first attempting to resolve the issue directly with us may affect your ability to place future orders with Chuys.

10.3 Consumer Protection Resources

As a consumer in the United States, you have rights under federal and state law. If you feel your concerns have not been adequately addressed, you may seek assistance from the following bodies:

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

10.4 Informal Mediation

Before pursuing any 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. Contact for such negotiations should be directed to [email protected].

11. Special Considerations for Third-Party Delivery Platforms

When orders are placed through third-party delivery platforms (such as DoorDash, Uber Eats, Grubhub, or similar services), the following additional points apply:

• Refund requests for platform-specific issues — such as app errors, payment processing failures, or delivery driver conduct — must be directed to the relevant third-party platform directly.
• Chuys is only responsible for issues arising from food preparation, incorrect items, or quality concerns originating from our kitchen.
• Delivery delays caused by third-party couriers are outside Chuys's direct control; however, we will work cooperatively with platform partners to resolve such complaints when possible.
• Fees charged by third-party platforms (delivery fees, service charges, tips) are non-refundable by Chuys and must be addressed with the respective platform.

12. Policy Modifications

Chuys reserves the right to update, modify, or amend this Refund Policy at any time without prior notice. Changes will become effective immediately upon publication on our website at chuyscafe.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 changes. Continued use of our services after any modification constitutes acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please contact our customer support team using the information provided below. We are committed to responding to all inquiries promptly and professionally.