Refund Policy

Effective Date: May 22, 2026 | Last Updated: May 22, 2026

1. Overview

Chuys ("we," "us," or "our") operates a food service business accessible through chuys-meal.rest. We understand that issues may arise with your food orders, and we strive to resolve all concerns fairly and promptly. This policy applies to all orders placed via our website, telephone, or any other official ordering channel.

By placing an order with Chuys, you acknowledge that you have read, understood, and agreed to the terms outlined in this Refund Policy. This policy is governed by applicable United States federal consumer protection laws, including the Federal Trade Commission Act (FTC Act), as well as applicable state laws depending on your location.

2. Eligibility Conditions for Refunds

To be eligible for a refund, your request must meet one or more of the following conditions:

• Incorrect Order: You received items that do not match what you ordered (wrong food items, wrong size, or missing items).
• Food Quality Issues: The food delivered or prepared was of unacceptable quality, including but not limited to undercooked food, spoiled ingredients, or food that poses a health risk.
• Allergic Reactions Due to Incorrect Preparation: You were served food containing allergens that you specifically requested be excluded, and this was a confirmed error on our part.
• Order Not Delivered: Your order was paid for but never delivered within the stated delivery window without prior notification.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical or processing error.
• Significantly Late Delivery: Your order arrived more than 60 minutes past the estimated delivery time without prior notice or reasonable explanation.
• Damaged Packaging: Items were delivered with severely damaged packaging that compromised the quality or safety of the food.

We reserve the right to assess each refund request individually. Photographic or video evidence may be required to process certain claims, particularly those related to food quality or incorrect orders.

3. Timeframes for Refund Requests

All refund requests must be submitted within the applicable timeframes listed below. Requests submitted outside of these windows may not be honored.

We strongly encourage customers to contact us as soon as an issue is discovered. Delayed reporting may reduce our ability to verify claims and may affect the outcome of your request.

4. Non-Refundable Items and Services

The following circumstances or items are generally not eligible for a refund:

• Orders that have been fully consumed or largely eaten before a complaint is submitted.
• Changes in personal preference or taste after the order has been prepared and/or delivered.
• Orders that were placed incorrectly by the customer (e.g., wrong item selected, wrong address entered, wrong customization chosen).
• Delivery delays caused by circumstances beyond our control, including severe weather, traffic conditions, or natural disasters.
• Promotional or discounted items purchased as part of a limited-time offer, unless the item was incorrect or inedible.
• Delivery fees, service fees, and gratuity charges, unless the order was not delivered at all.
• Requests submitted after the applicable refund window has passed.
• Orders refused at the time of delivery without prior notification to us.

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

Follow these steps to submit a refund request with Chuys:

1. Step 1 – Gather Your Information: Before contacting us, have your order number, date and time of order, the email address used to place the order, and any supporting evidence (photos, screenshots) ready.
2. Step 2 – Contact Us: Reach out to our customer support team via email at [email protected] or through the contact form available on our website at chuys-meal.rest.
3. Step 3 – Describe the Issue: Provide a clear and detailed description of the problem, including the specific items affected, the nature of the issue, and how it impacted your experience. Attach any photographic evidence where applicable.
4. Step 4 – Submit Within the Timeframe: Ensure that your request is submitted within the applicable refund window as outlined in Section 3 of this policy.
5. Step 5 – Await Review: Our customer service team will review your request and may contact you for additional information. You will receive an acknowledgment of your request within 1 business day.
6. Step 6 – Receive a Decision: We will notify you of our decision via email within 3–5 business days. If your refund is approved, details regarding the refund method and timeline will be included in the notification.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for you to receive the funds depends 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 financial institution or payment provider. Chuys is not responsible for delays caused by third-party payment processors or banks.

7. Partial Refunds

In certain circumstances, Chuys may issue a partial refund rather than a full refund. Partial refunds may be granted in the following situations:

• Only a portion of the order was incorrect or unsatisfactory, while the remainder of the order was acceptable.
• The customer consumed a significant portion of the order before reporting the issue.
• The issue relates to a minor quality concern rather than a major food safety concern.
• A promotional discount was applied to the original order, in which case the refund will reflect the actual amount paid for the affected item(s).
• Delivery fees may be refunded in full or in part depending on the nature of the issue.

The specific amount of any partial refund will be determined by our customer service team on a case-by-case basis. We will communicate the rationale for any partial refund determination clearly in our response to your refund request.

8. Exchange Policy

Due to the perishable nature of food products, Chuys does not offer traditional item exchanges. However, in cases where an incorrect item was delivered and we are able to fulfill a replacement order in a timely manner, we will offer the following remedies at our discretion:

• Replacement Item: We may offer to resend the correct item if it is feasible given your location and the time of day. Replacement orders are subject to availability.
• Store Credit: In lieu of a replacement, we may issue store credit equivalent to the value of the affected item(s), which can be applied to a future order.
• Full or Partial Refund: If a replacement is not possible, a refund will be processed in accordance with Section 6 of this policy.

Please contact us at [email protected] as soon as possible to discuss exchange options. Exchanges or replacements must be requested within the same timeframes outlined in Section 3.

9. Cancellation Policy

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

9.1 Cancellations Before Order Preparation Begins

If you cancel your order before it has entered the preparation phase, you are entitled to a full refund of the amount paid, including any applicable delivery fees. To cancel promptly, contact us immediately at [email protected] or by phone.

9.2 Cancellations After Order Preparation Has Begun

Once your order has been confirmed and preparation has begun, we are unable to guarantee a full cancellation. In such cases:

• If the order has not yet been picked up or dispatched for delivery, a partial refund may be available, excluding the cost of preparation.
• If the order has already been dispatched for delivery, the order cannot be cancelled and no refund will be issued for the food items. Duplicate charge errors, if any, will still be corrected.

9.3 Advance or Scheduled Orders

For orders placed in advance or scheduled for a future date or time, cancellations must be made at least 2 hours prior to the scheduled preparation time to be eligible for a full refund. Cancellations made less than 2 hours before the scheduled time may receive a partial refund or store credit only.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to follow the dispute resolution process outlined below:

10.1 Internal Escalation

You may request that your case be escalated to a senior customer service representative or manager by clearly stating this in your follow-up email to [email protected]. Please include your original ticket or case reference number, if applicable. We will respond to escalated cases within 5 business days.

10.2 Chargeback Rights

As a consumer in the United States, you retain the right to dispute a charge with your bank or credit card provider. The FTC Act provides protections for consumers against unfair or deceptive billing practices. If you believe you have been billed incorrectly and we have been unable to resolve the issue, you may contact your financial institution to initiate a chargeback. We recommend attempting to resolve the issue with us directly before initiating a chargeback.

10.3 CCPA/CPRA Rights (California Residents)

If you are a resident of California, you may have additional rights under the California Consumer Privacy Act (CCPA) and California Privacy Rights Act (CPRA), including the right to access information about how your data is used in connection with your transaction. For data-related concerns connected to a refund request, please contact us at [email protected].

10.4 Third-Party Mediation

If an internal resolution cannot be reached, both parties may agree to pursue informal mediation through a neutral third party. Any formal legal proceedings shall be conducted in accordance with the laws of the United States and the applicable state in which the transaction occurred.

10.5 Consumer Protection Agencies

You also have the right to file a complaint with the Federal Trade Commission (FTC) at ftc.gov or with your state's consumer protection office if you believe our practices are unfair or deceptive.

11. Special Circumstances

Chuys reserves the right to make exceptions to this Refund Policy at its sole discretion in extraordinary circumstances, including but not limited to:

• Confirmed health or safety incidents directly linked to our food.
• Widespread service disruptions affecting multiple customers.
• Technical failures on our website or ordering platform that resulted in incorrect charges or duplicate orders.

In such cases, we will proactively reach out to affected customers and offer appropriate remedies, which may include full refunds, credits, or other compensation.

12. Modifications to This Policy

Chuys reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at chuys-meal.rest. We encourage you to review this policy periodically. Your continued use of our services following the posting of changes constitutes your acceptance of those changes. The date at the top of this page will always reflect when the policy was last updated.

13. Contact Information for Refund Requests

For all refund requests, questions about this policy, or concerns related to your order, please contact us using the information below:

This Refund Policy was last updated on May 22, 2026, and is effective as of the same date. All rights reserved. Chuys – chuys-meal.rest.