Refund Policy

At Chopt, we are committed to providing our customers with fresh, high-quality food and an exceptional dining experience. We understand that sometimes things do not go as expected, and we want to make sure you are completely satisfied with every order. This Refund Policy outlines your rights and our procedures regarding refunds, exchanges, cancellations, and dispute resolution for orders placed through our website at fresh-chopt.rest or directly at our location.

Please read this policy carefully before placing an order. By completing a purchase with us, you acknowledge that you have read, understood, and agreed to the terms set forth in this Refund Policy. If you have any questions, do not hesitate to contact us at [email protected].

1. General Refund Philosophy

As a food service business, we recognize that our products are perishable in nature and subject to specific handling and preparation standards. Our goal is to ensure that every customer receives exactly what they ordered, prepared fresh and to the highest standards of quality. We take complaints seriously and handle all refund requests on a case-by-case basis, acting in good faith to reach a fair resolution.

We comply with applicable consumer protection laws in the United States, including standards set forth by the Federal Trade Commission (FTC) Act, and any applicable state-level regulations governing food businesses and consumer transactions.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund under the following circumstances:

• Your order was incorrect — items were missing, wrong, or did not match what you ordered.
• Your food arrived in an unsatisfactory condition — spoiled, contaminated, or otherwise unfit for consumption.
• Your order was never delivered or was significantly delayed beyond the estimated delivery window through no fault of your own.
• You were charged incorrectly — duplicate charges, overcharges, or unauthorized transactions appeared on your account.
• There was a technical error during checkout that resulted in an unintended or duplicate order.
• The product you received contained an undisclosed allergen that was not listed in the item description, potentially posing a health risk.

To be eligible for a refund, you must meet all of the following conditions:

1. The refund request must be submitted within the timeframe specified in Section 3 of this policy.
2. You must provide sufficient evidence to support your claim (photos, order number, description of the issue).
3. The issue must be directly attributable to Chopt or a service we are responsible for — not due to customer error such as incorrect customization or address entry.

3. Timeframes for Refund Requests

Due to the perishable nature of food products, refund requests must be submitted promptly. The following timeframes apply:

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. These include, but are not limited to:

• Orders that have been consumed in full without any reported issue at the time of consumption.
• Items where the customer changed their mind after the order was prepared or delivered.
• Orders where incorrect customizations were entered by the customer at the time of ordering (e.g., wrong toppings, incorrect salad base selected).
• Items purchased as part of a promotional deal, discount, or special offer that are explicitly marked as non-refundable at the time of purchase.
• Delivery fees, service fees, and platform surcharges where the delivery was completed as scheduled.
• Orders delayed due to circumstances beyond our control, such as severe weather, traffic incidents, or third-party delivery service disruptions.
• Gift cards and promotional credits once redeemed.
• Orders placed through third-party delivery platforms — in such cases, refunds must be sought directly through that platform's own refund policy.

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

To request a refund, please follow the steps outlined below. Providing complete and accurate information will help us process your request as quickly as possible.

6. Refund Processing Times by Payment Method

Once a refund has been approved, please allow the following processing times depending on your original payment method:

Please note that while we process refunds promptly on our end, the actual time for funds to appear in your account may vary depending on your bank or financial institution. Chopt is not responsible for delays caused by third-party payment processors or banking institutions.

7. Partial Refunds

In some situations, a partial refund may be more appropriate than a full refund. Partial refunds may be issued in the following circumstances:

• Only some items in your order were incorrect or missing, and the remaining items were received in satisfactory condition.
• Your order arrived late but was still received and consumed.
• There was a minor quality issue that did not affect the majority of the order.
• You partially consumed the meal before identifying a problem, making a full refund difficult to justify.
• Promotional discounts or coupons were applied to your order that affect the refundable amount.

The amount of a partial refund will be determined at the discretion of our customer service team based on the nature and extent of the issue. We always aim to reach a fair resolution that reflects the actual impact on the customer's experience.

8. Exchange Policy

Due to the nature of freshly prepared food, traditional product exchanges are not possible in the same way as non-perishable goods. However, we do offer the following alternatives when appropriate:

• Order Replacement: If your order was incorrect or unsatisfactory and you contact us within the refund timeframe, we may offer to prepare and deliver or make available a replacement order at no additional charge.
• Store Credit: Instead of a monetary refund, we may offer store credit of equivalent value, which can be applied to a future order. Store credits do not expire for 12 months from the date of issuance.
• Complimentary Item: In cases involving minor issues, we may offer a complimentary item or add-on on your next visit or order as a gesture of goodwill.

Exchanges and replacements are subject to availability and are evaluated on a case-by-case basis. We will always communicate your options clearly so you can choose the resolution that works best for you.

9. Cancellation Policy

We understand that plans change. Our cancellation policy is designed to balance customer flexibility with the reality that food preparation begins shortly after an order is placed.

9.1 Online and Pre-Orders

• Orders may be cancelled free of charge if cancelled within 5 minutes of placing the order, provided preparation has not yet begun.
• If more than 5 minutes have passed and preparation is underway, cancellation may not be possible, and a full refund will not be issued.
• Scheduled or pre-orders may be cancelled up to 1 hour before the scheduled pickup or delivery time for a full refund.

9.2 In-Store Orders

• In-store orders cannot be cancelled once preparation has begun, as food is made to order.
• If you placed a pickup order and choose not to collect it, you will not be eligible for a refund unless there were exceptional circumstances.

9.3 Catering and Group Orders

• Catering or large group orders require cancellation notice at least 48 hours in advance for a full refund.
• Cancellations made between 24 and 48 hours in advance may be subject to a cancellation fee of up to 50% of the total order value.
• Cancellations made less than 24 hours before the scheduled time are non-refundable.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, we encourage you to pursue the following dispute resolution steps before seeking external remedies:

10.1 Internal Escalation

If you believe your refund request was handled incorrectly or unfairly, you may request that your case be escalated to a senior member of our customer service team. Please email [email protected] with the subject line "Refund Dispute – [Your Order Number]" and a detailed explanation of your concern. We will respond within 5 business days.

10.2 Mediation

In cases where internal escalation does not resolve the issue to your satisfaction, both parties agree to attempt resolution through good-faith mediation before pursuing legal action. Mediation sessions may be conducted virtually or in writing.

10.3 Governing Law and Jurisdiction

This Refund Policy is governed by the laws of the United States. Any legal disputes that cannot be resolved informally will be subject to the jurisdiction of the appropriate courts in the state where Chopt operates. Consumer rights as protected under the Federal Trade Commission Act and applicable state consumer protection statutes are fully preserved.

10.4 Chargeback Notice

We encourage customers to contact us directly before initiating a chargeback with their bank or credit card provider. Most issues can be resolved quickly and amicably through our customer service channels. Unauthorized or fraudulent chargebacks may result in the suspension of your account or restriction of future orders.

11. Food Safety and Health Concerns

If you believe that a food item you received from us caused a health issue or contained undisclosed allergens, please contact us immediately at [email protected]. We take all food safety concerns with the utmost seriousness and will investigate promptly. Depending on the severity of the situation, we may coordinate with local health authorities as required by law.

For serious allergic reactions or health emergencies, please call 911 or seek immediate medical attention before contacting us.

12. Changes to This Refund Policy

Chopt reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at fresh-chopt.rest. We encourage you to review this policy periodically to stay informed of any updates. Continued use of our services following any changes constitutes your acceptance of the revised policy.

13. Contact Information

For all refund requests, questions, or concerns related to this policy, please reach out to our customer service team through the following channels: