Refund Policy

Effective Date: July 2, 2026  |  Last Updated: July 2, 2026

1. Overview

At Chopt, we are deeply committed to delivering fresh, high-quality food and an exceptional dining experience to every guest. We understand that sometimes an order may not meet your expectations, and we want to make sure that every concern is handled fairly and promptly.

This Refund Policy outlines the conditions under which refunds, partial refunds, exchanges, and cancellations are processed. It also explains how to submit a refund request and what to expect in terms of timelines and resolution.

This policy is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and, where applicable, state-level consumer protection statutes. If you are a California resident, additional rights may apply to you under the California Consumer Privacy Act (CCPA/CPRA) and California's Consumers Legal Remedies Act (CLRA).

2. Eligibility Conditions for Refunds

A refund request may be considered eligible under the following circumstances:

• Incorrect Order: You received an item or order that does not match what you selected or paid for.
• 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, visibly contaminated, undercooked, or otherwise unfit for consumption upon receipt.
• Allergen Errors: An allergen or ingredient was included in your order despite a clearly documented special request to omit it, resulting in a food safety concern.
• Failed or Duplicate Transactions: Your payment was charged more than once for the same order, or your payment was processed but no order was received or confirmed.
• Significant Delivery Delay: For delivery orders, your food arrived in a condition that renders it unsuitable for consumption due to an unreasonable delay caused by Chopt or its authorized delivery partner.
• Order Cancellation by Chopt: In cases where Chopt is unable to fulfill your order for any reason, a full refund will be issued automatically.

Refund eligibility is determined solely at the discretion of Chopt management, based on the evidence provided and the nature of the complaint. We reserve the right to verify claims before processing any refund.

3. Non-Refundable Items and Situations

The following situations are generally not eligible for a refund:

4. Timeframes for Refund Requests

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

• Dine-In Orders: Issues must be reported to staff immediately, before leaving the restaurant premises.
• Pickup Orders: Claims must be submitted within 24 hours of the confirmed pickup time.
• Delivery Orders: Claims must be submitted within 24 hours of the confirmed delivery timestamp.
• Duplicate or Failed Transactions: Payment disputes must be raised within 7 business days of the transaction date.
• Catering or Group Orders: Refund requests for catering services must be submitted within 48 hours of the service date.

Requests submitted outside of these timeframes may not be honored. We encourage customers to inspect their orders upon receipt and contact us immediately if any issue is identified.

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

Follow these steps to submit a refund request:

1. Gather Your Information: Before contacting us, please have the following ready:
   • Your order number or confirmation email
   • The date and time of your order
   • A clear description of the issue
   • Photographic evidence, if applicable (e.g., incorrect item, food quality concern)
   • The payment method used
2. Contact Our Customer Support Team: Reach us through any of the following channels:
   • Email: [email protected]
   • Website: choptcafe.rest
   • Or speak directly with a manager at your nearest Chopt location
3. Submit Your Claim: Provide your order details, a clear explanation of the problem, and any supporting documentation or photos via email or through our website contact form.
4. Await Review: Our team will acknowledge receipt of your request within 1–2 business days and will review the information you have provided.
5. Resolution Notification: You will be notified of our decision via email. If your refund is approved, we will confirm the amount and the method of reimbursement.
6. Receive Your Refund: Refunds will be issued 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 processing timeline depends on the original payment method used:

Please note that while Chopt processes refunds promptly upon approval, additional delays may occur depending on your bank or financial institution's internal processing timelines. These delays are outside of our control.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only one or a few items in a multi-item order were incorrect or missing, while the rest of the order was satisfactory.
• A food quality concern applies to a portion of your meal, but the remainder was acceptable.
• A discount, promotional credit, or coupon was applied to the original order, and the refund reflects the actual amount paid for the affected item(s).
• A customer has partially consumed the meal but identifies a legitimate quality issue with a specific component.
• A catering order is partially fulfilled due to an inventory limitation or unforeseen circumstances on our end.

The amount of a partial refund will be calculated based on the individual price of the affected item(s), including applicable taxes. Partial refunds will be issued using the same method as the original payment.

8. Exchange Policy

We do not offer direct item-for-item exchanges for online or delivery orders. However, for dine-in and in-store pickup customers, if your order is incorrect or does not meet quality standards, we will gladly prepare a replacement item at no additional cost, provided that:

• The issue is reported immediately to a team member or manager before you leave the restaurant.
• The item is returned to the counter in its original condition (uneaten or minimally consumed).
• The replacement request is for the same item or an item of equal or lesser value.

Exchanges are subject to ingredient availability. If a replacement cannot be prepared, a full or partial refund for the affected item will be offered instead.

9. Cancellation Policy

Due to the fresh-made nature of our food, cancellations are subject to strict time constraints:

9.1 Standard Orders (In-Store, Pickup, and Delivery)

• Cancellable: Orders may be cancelled within 2 minutes of placing the order, provided preparation has not yet begun.
• Non-Cancellable: Once the order is accepted and preparation begins, cancellations will not be processed, and a refund will only be considered under the eligibility conditions in Section 2.

9.2 Catering and Group Orders

• Full Refund: Catering orders cancelled at least 72 hours (3 business days) before the scheduled delivery or pickup date will receive a full refund.
• 50% Refund: Catering orders cancelled between 24 and 72 hours before the scheduled date may receive a 50% refund, as preparation and ingredient sourcing may have already begun.
• No Refund: Cancellations made within 24 hours of the scheduled catering date are not eligible for a refund, as significant resources and labor will have already been committed.

To cancel a catering order, please contact us directly at [email protected] with your order number and scheduled date as soon as possible.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you may escalate your concern through our formal dispute resolution process:

1. Step 1 — Internal Escalation: Contact our customer support team at [email protected] and request an escalation to a senior manager. Provide your original case reference number and a detailed explanation of why you disagree with the initial decision.
2. Step 2 — Management Review: A senior member of our team will review your case within 5 business days and provide a final written response via email.
3. Step 3 — Chargeback Rights: If you believe you have been wrongly charged and our internal process has not resolved the issue, you retain the right to contact your bank or credit card provider to initiate a chargeback in accordance with your card agreement. Please note that initiating a chargeback before contacting us may delay resolution.
4. Step 4 — Consumer Protection Resources: You may also file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or your relevant state Attorney General's office. California residents may also contact the California Department of Consumer Affairs.

We are committed to resolving all disputes in good faith and in a timely manner. Our goal is to ensure every customer feels heard and treated fairly.

11. Third-Party Delivery Platform Orders

If your order was placed through a third-party food delivery platform such as DoorDash, Uber Eats, Grubhub, or any similar service, please be aware of the following:

• Refund requests for such orders must be submitted directly through the respective platform's customer support system.
• Chopt does not have access to payment information or transaction records for orders placed through third-party platforms.
• Each third-party platform has its own refund and dispute policies that will govern your order.
• If the issue is related to a food quality or preparation error clearly attributable to Chopt, we encourage you to also notify us at [email protected] so we can address it internally and prevent future occurrences.

12. Loyalty Points and Promotional Credits

If a refund is issued for an order that earned loyalty points or promotional credits:

• Loyalty points or rewards earned on the refunded purchase will be deducted from your account balance accordingly.
• If a promotional credit or discount code was applied to the refunded order, the refund will reflect the net amount actually paid, not the pre-discount total.
• Refunded promotional credits are not reinstated unless the promotion is still active and the cancellation occurred before the order was prepared.

13. Policy Modifications

Chopt reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at choptcafe.rest with a revised effective date. Continued use of our services after any modifications constitutes your acceptance of the updated policy. We encourage you to review this page periodically.

14. Contact Information for Refund Requests

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