Refund Policy

Last Updated: June 24, 2026

1. Overview

At Dave's Hot Chicken, we are committed to providing our customers with the highest quality food and an exceptional dining experience. We understand that there may be occasions where an order does not meet your expectations, and we want to make sure every concern is addressed fairly and promptly.

This Refund Policy applies to all purchases made through our website (daveshot-cafe.click), via third-party delivery platforms, or directly at our location. This policy is designed to comply with applicable United States consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) under the FTC Act.

If you have any questions about this policy or need assistance with a refund request, please do not hesitate to contact us at [email protected].

2. Eligibility Conditions for Refunds

We want every customer to be completely satisfied with their order. Refunds may be issued under the following conditions:

• Incorrect Order: You received items that do not match what you ordered (wrong items, wrong quantity, or missing items).
• Food Quality Issues: The food received was undercooked, spoiled, contaminated, or otherwise not fit for consumption at the time of delivery or pickup.
• Significant Delay: Your order was significantly delayed beyond the estimated delivery or pickup window and you no longer wish to receive it, provided you have not yet received the order.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Allergen Concerns: If an item contained an allergen that was not disclosed and you reported an adverse reaction or concern prior to or immediately upon receipt of the order.
• Order Not Received: Your order was never delivered and has been confirmed as lost or undelivered by the delivery partner or our system.

To be eligible for a refund, you must provide sufficient evidence of the issue (such as photographs, order confirmation numbers, or receipts) and contact us within the designated timeframe outlined in Section 3 below.

3. Timeframes for Refund Requests

We have established specific timeframes within which refund requests must be submitted. Requests made outside these timeframes may not be eligible for a refund.

We strongly encourage customers to inspect their orders immediately upon receipt and report any concerns as soon as possible. Late reports are evaluated on a case-by-case basis at our sole discretion.

4. Non-Refundable Items and Situations

Not all purchases are eligible for a refund. The following situations and items are generally non-refundable:

• Orders that have already been consumed or partially consumed without any reported issue at the time of receipt.
• Customization errors that resulted from incorrect information provided by the customer at the time of ordering (e.g., wrong spice level selected, incorrect special instructions).
• Change of mind after the order has been prepared or picked up.
• Promotional, discounted, or complimentary items received as part of a special offer.
• Gift cards, vouchers, or promotional credits purchased or redeemed.
• Orders placed through third-party delivery platforms (e.g., DoorDash, Uber Eats, Grubhub) where the issue was caused by the platform or the delivery driver — in such cases, you must contact the respective platform directly for resolution.
• Requests submitted beyond the timeframes specified in Section 3.
• Dissatisfaction with spice level when the correct spice level was delivered as ordered.

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

Requesting a refund from Dave's Hot Chicken is simple. Please follow the steps outlined below to ensure your request is processed as efficiently as possible:

1. Step 1 – Document the Issue: Take clear photographs of the item(s) in question. Note your order number, the date and time of the order, and a description of the problem.
2. Step 2 – Contact Us: Reach out to our customer support team via email at [email protected] or visit our website at daveshot-cafe.click. Please use the subject line: "Refund Request – [Your Order Number]".
3. Step 3 – Provide Required Information: In your message, include the following:
   • Full name
   • Email address used to place the order
   • Order number or transaction ID
   • Date and time of the order
   • Description of the issue
   • Supporting photographs or documentation
   • Preferred resolution (refund, replacement, or store credit)
4. Step 4 – Review Process: Our team will review your request and may contact you for additional information. We aim to respond to all refund requests within 1–3 business days.
5. Step 5 – Resolution: Once your request is approved, we will issue your refund, replacement, or store credit as applicable. You will receive a confirmation email once the resolution has been processed.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your refund may vary depending on your payment method. Please refer to the table below for estimated processing times:

Please note that processing times are estimates and may vary depending on your financial institution. Dave's Hot Chicken is not responsible for delays caused by banks or payment processors. If you have not received your refund within the stated timeframe, please contact your bank or card issuer before reaching out to us.

7. Partial Refunds

In some cases, only a partial refund may be granted. Situations where a partial refund may be appropriate include:

• Only specific items in a multi-item order were incorrect or unsatisfactory, while the rest of the order was delivered correctly.
• An order was partially consumed before a quality issue was discovered, and the remaining portion was not consumed.
• A promotion or discount was applied to the original order, and the refund will reflect the discounted price paid rather than the full retail price.
• The customer requests a partial refund for specific items rather than the entire order.

Partial refund amounts will be determined at the sole discretion of Dave's Hot Chicken management, based on the nature and extent of the issue reported. We will always communicate the refund amount to you before processing.

8. Exchange Policy

Due to the perishable nature of food products, Dave's Hot Chicken does not offer traditional item exchanges in the same way non-perishable goods retailers do. However, we do offer the following remedies in lieu of exchanges:

• Order Replacement: If you received incorrect or unsatisfactory items, we may offer to prepare and send a replacement order at no additional charge. Replacements are subject to availability and the discretion of our team.
• Store Credit: If a replacement is not feasible (e.g., you are not available to receive a new delivery), we may offer store credit equivalent to the value of the affected items, which can be applied to a future order.
• Menu Substitution: In rare cases where a menu item is unavailable or discontinued, we may offer a comparable substitute at equal or lesser value, subject to your approval.

To request a replacement or exchange, please follow the same process outlined in Section 5 of this policy.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

9.1 Online and Phone Orders

Cancellations must be made within 5 minutes of placing your order, before food preparation has begun. Once our kitchen has started preparing your order, cancellation is no longer possible, and no refund will be issued.

To cancel an order, please contact us immediately by:

• Emailing us at [email protected]
• Visiting our website at daveshot-cafe.click

9.2 Catering and Bulk Orders

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

All catering cancellation requests must be submitted in writing to [email protected] and will be confirmed via email.

9.3 Orders via Third-Party Platforms

If your order was placed through a third-party delivery platform (e.g., DoorDash, Uber Eats, Grubhub), cancellation must be processed directly through that platform in accordance with their respective cancellation policies. Dave's Hot Chicken does not have the ability to cancel orders placed through third-party services on your behalf.

10. Dispute Resolution Process

If you are not satisfied with the resolution offered by our customer support team, or if you believe a refund was incorrectly denied, you may escalate your concern through our formal dispute resolution process.

10.1 Internal Escalation

Contact our management team directly at [email protected] with the subject line: "Refund Dispute – [Your Order Number]". Please include a summary of the issue, all prior correspondence, and the resolution you are seeking. Our management team will review your case and respond within 3–5 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute a charge with your bank or credit card provider under applicable federal law, including protections under the Fair Credit Billing Act (FCBA) for credit card transactions. If you believe a charge was fraudulent or unauthorized, you may contact your financial institution to initiate a chargeback. However, we kindly request that you contact us first so we can attempt to resolve the matter directly before initiating a chargeback, as this allows for faster resolution.

10.3 Consumer Protection Resources

If you believe your consumer rights have been violated, you may also file a complaint with:

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

10.4 Governing Law

This Refund Policy is governed by the laws of the United States and the applicable state laws where Dave's Hot Chicken operates. Any disputes that cannot be resolved informally shall be subject to binding arbitration in accordance with the rules of the American Arbitration Association (AAA), unless otherwise required by law. Nothing in this policy limits your rights under applicable federal or state consumer protection laws.

11. Changes to This Refund Policy

Dave's Hot Chicken reserves the right to modify or update this Refund Policy at any time. Changes will be effective immediately upon posting to our website at daveshot-cafe.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 your acceptance of the updated policy.

12. Contact Information for Refund Requests

If you have any questions, concerns, or wish to submit a refund request, please contact our customer support team using the information below. We are here to help and will do our best to resolve your concern promptly.