Refund Policy

At Chuy's, we are committed to delivering a satisfying dining and ordering experience. We understand that issues may occasionally arise, and this Refund Policy outlines the terms under which refunds, exchanges, and cancellations are handled. Please read this policy carefully before placing an order through our website at meal-chuys.digital.

By placing an order with us, you acknowledge and agree to the terms described in this Refund Policy. This policy applies to all orders placed online, by phone, or through any other channel offered by Chuy's.

1. Eligibility Conditions for Refunds

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

• You received an incorrect item that does not match what was ordered.
• Your order arrived in an unsatisfactory or inedible condition due to a preparation error on our part.
• Items were missing from your order upon delivery or pickup.
• Your order was never delivered despite confirmation of placement and payment.
• You experienced a verifiable technical error during checkout that resulted in a duplicate or unintended charge.
• A significant quality issue was identified with the food that falls below our standards of preparation.

To be eligible for a refund, you must contact us within the timeframes specified below and provide sufficient information to allow us to investigate your claim. Refunds are issued at the sole discretion of Chuy's management after a proper review of each case.

2. Timeframes for Refund Requests

To be considered for a refund, your request must be submitted within the timeframes outlined below:

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

3. Non-Refundable Items and Services

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

• Change of mind: Refunds are not issued simply because you changed your mind about an item after it has been prepared.
• Consumed food: Items that have been substantially consumed before a complaint is raised are not eligible for a refund.
• Customization errors by the customer: If you provided incorrect customization instructions (e.g., wrong toppings, wrong size) and the order was prepared as requested, no refund will be issued.
• Delivery fees: Delivery charges are non-refundable unless the order was not delivered due to our error.
• Promotional or discounted items: Items purchased at a special promotional price or using a coupon code may be subject to different refund terms as stated at the time of the promotion.
• Gift cards and digital vouchers: Once purchased and activated, gift cards and digital vouchers are non-refundable.
• Orders with minor variations: Small differences in presentation or portion that do not materially affect the quality of the food are not grounds for a refund.

4. How to Request a Refund

If you believe you are entitled to a refund, please follow the steps below:

1. Step 1 — Contact Us: Reach out to our customer support team via email at [email protected] or visit our website at meal-chuys.digital.
2. Step 2 — Provide Your Order Details: Include your order number, the date and time of the order, and a description of the issue you experienced.
3. Step 3 — Submit Supporting Evidence: Where applicable, provide photographs or screenshots documenting the problem (e.g., incorrect item, damaged packaging, missing food).
4. Step 4 — Await Review: Our team will review your request and may follow up with additional questions. Please allow up to 3 business days for us to complete our review.
5. Step 5 — Receive a Decision: We will notify you by email of our decision. If your refund is approved, we will initiate the process according to the timelines outlined below.

5. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will vary depending on the payment method used at checkout:

Please note that while we initiate refunds promptly upon approval, the time it takes for the funds to appear in your account depends on your financial institution's processing times, which are beyond our control. If you have not received your refund after the stated processing period, please contact your bank or payment provider before reaching out to us.

6. Partial Refunds

In certain situations, only 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 or missing, and the remaining items were delivered correctly.
• A food quality issue affected only one or a few items within a larger order.
• An order was partially consumed before the issue was reported.
• Delivery was late but the food was still delivered and deemed acceptable upon inspection.
• A promotional discount was applied and only certain items qualify under our refund eligibility conditions.

The amount of a partial refund will be calculated based on the value of the affected items and any applicable fees. Our team will clearly communicate the refund amount and the rationale for the partial refund in our response to your request.

7. Exchange Policy

Due to the perishable nature of food products, exchanges are handled differently from traditional retail exchanges. If you received an incorrect item, we may offer the following remedies depending on the situation:

• Re-delivery of the correct item: Where operationally feasible and within reasonable delivery range, we may offer to deliver the correct item at no additional cost.
• Store credit: In lieu of a full refund, we may offer store credit equivalent to the value of the incorrect or unsatisfactory item, which can be applied to a future order.
• Replacement at next visit: For in-store orders, we may offer to replace the item during your next visit with prior written confirmation from our management team.

Exchanges are subject to availability and are not guaranteed. Our team will work with you to find the most suitable resolution based on your specific circumstances.

8. Cancellation Policy

We understand that plans change, and we will do our best to accommodate cancellation requests whenever possible. The following terms apply to order cancellations:

8.1 Online Orders

You may cancel your online order for a full refund if the cancellation request is submitted within 5 minutes of placing the order and before food preparation has begun. Once our kitchen staff has started preparing your order, cancellation may not be possible, and a refund will not be issued.

8.2 Catering and Group Orders

For catering or large group orders placed in advance, the following cancellation terms apply:

8.3 How to Cancel

To cancel an order, contact us immediately via email at [email protected] with your order number and reason for cancellation. We will confirm receipt of your cancellation request and advise you of any applicable refund.

9. Dispute Resolution Process

If you are not satisfied with our response to your refund request, you have the right to escalate the matter. We are committed to resolving all disputes fairly and in a timely manner.

9.1 Internal Escalation

If your initial refund request was denied or you believe the resolution offered was inadequate, you may request an escalation by emailing [email protected] with the subject line "Refund Dispute Escalation." Please include your original request details and explain why you believe the decision should be reconsidered. A senior member of our team will review your case within 5 business days.

9.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute charges with your credit card company or bank if you believe a charge was unauthorized or if a product or service was not delivered as described. This right is protected under the Fair Credit Billing Act (FCBA) and applicable federal consumer protection regulations enforced by the Federal Trade Commission (FTC). We encourage you to contact us first, as chargebacks can result in delays and additional administrative steps.

9.3 Consumer Protection Agencies

If you are a California resident, you may also have rights under the California Consumer Privacy Act (CCPA/CPRA) and other state consumer protection statutes. You may file a complaint with your state's consumer protection agency or the FTC at www.ftc.gov if you believe your consumer rights have been violated.

9.4 Informal Resolution Preference

Before initiating any formal dispute process, we strongly encourage customers to allow us the opportunity to resolve the issue directly. Most concerns can be addressed quickly and satisfactorily through direct communication with our customer service team.

10. Fraudulent Refund Claims

Chuy's takes fraudulent refund claims seriously. Any customer found to be submitting false claims, manipulating order details, or repeatedly abusing our refund policy may have their account suspended, be barred from future orders, and may be subject to legal action in accordance with applicable United States law. We reserve the right to investigate all refund claims and take appropriate action where fraud or abuse is suspected.

11. Policy Modifications

Chuy's reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at meal-chuys.digital with an updated effective date. Your continued use of our services after such changes are posted constitutes your acceptance of the revised policy. We encourage you to review this policy periodically.

12. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, or disputes, please contact our customer support team using the information below: