Refund Policy

Effective Date: June 24, 2026 | Last Updated: June 24, 2026

1. Introduction

This Refund Policy ("Policy") governs all purchases made through our website chopt-cafe.click, mobile ordering platforms, in-store purchases, and any third-party delivery services facilitated by Chopt ("we," "us," or "our"). By placing an order with us, you agree to the terms outlined in this Policy.

We take great care in preparing every meal with fresh ingredients. However, we understand that issues can occasionally arise. This Policy has been established to ensure a fair, transparent, and efficient process for addressing any concerns related to your order.

This Policy is governed by applicable United States federal and state laws, including consumer protection regulations enforced by the Federal Trade Commission (FTC) under the FTC Act (15 U.S.C. § 41 et seq.), as well as applicable state-specific consumer protection statutes.

2. Eligibility Conditions for Refunds

A refund may be issued under the following circumstances:

• You received an incorrect item that does not match your confirmed order.
• Your food was delivered in an unsatisfactory condition (e.g., spoiled, contaminated, or otherwise inedible).
• A significant portion of your order was missing upon delivery or pickup.
• You experienced a verifiable food quality issue, such as foreign objects found in the food.
• Your order was never delivered despite confirmation, and the issue is attributable to Chopt or its delivery partners.
• A duplicate charge was processed on your account for a single transaction.
• You were charged an incorrect amount that does not match your order total.

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

1. The refund request must be submitted within the applicable timeframe outlined in Section 3.
2. You must provide your order number, proof of purchase, and a clear description of the issue.
3. Supporting documentation (such as photographs of the incorrect or unsatisfactory food) may be required at our discretion.
4. The item in question must not fall under the non-refundable categories described in Section 4.

3. Timeframes for Refund Requests

All refund requests must be submitted within the timeframes specified below. Requests submitted outside these windows may not be honored, except where required by applicable law.

We strongly encourage customers to inspect their orders upon receipt and report any issues as promptly as possible. Delayed reporting may impact our ability to investigate and process your request effectively.

4. Non-Refundable Items and Services

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

• Consumed food items: Orders that have been substantially consumed are generally not eligible for a refund, unless a verifiable food quality or safety issue is confirmed.
• Change of mind: Refunds will not be issued because you simply changed your mind after placing an order that was correctly prepared.
• Customization errors by the customer: If an incorrect order was placed due to your own selection error (e.g., wrong toppings, incorrect portion size chosen), refunds may not be issued, though we may offer a partial credit at our discretion.
• Promotional and discounted items: Items purchased through special promotions, limited-time discounts, or bundled deals may be non-refundable unless a quality issue exists.
• Gift cards and store credits: Gift cards and promotional credits issued by Chopt are non-refundable and cannot be redeemed for cash.
• Delivery fees and service fees: Delivery fees and applicable service charges are non-refundable once an order has been dispatched, unless the delivery failed due to our fault.
• Tips: Tips paid to delivery drivers are non-refundable.
• Third-party platform orders: Orders placed through third-party delivery services must be handled through those platforms' own refund processes.

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

To request a refund from Chopt, please follow the steps below:

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time required for the funds to appear in your account will vary based on the payment method used:

Please note that while we process refunds promptly on our end, actual credit times are subject to the policies of your financial institution and are beyond our direct control. If you have not received your refund within the expected timeframe, we recommend contacting your bank or card issuer before reaching out to us.

7. Partial Refunds

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

• Only a portion of the order was incorrect, missing, or unsatisfactory.
• The food quality issue affected only specific items within a larger order.
• A significant portion of the order was consumed before the issue was reported.
• A discount, coupon, or promotional offer was applied to the original order.
• You accepted a partial resolution (such as a replacement item) for part of the issue.

The amount of any partial refund will be determined at our reasonable discretion, based on the nature and extent of the reported issue. We strive to ensure all partial refund decisions are fair and consistent with the value of the affected portion of your order.

8. Exchange Policy

Where practical and feasible, Chopt may offer an exchange or replacement rather than a refund. Exchanges are subject to the following conditions:

• The replacement order must be of equal or lesser value than the original item in question.
• Exchanges for incorrect or unsatisfactory items must be requested in a timely manner (within 2 hours for in-store orders or within 24 hours for online/delivery orders).
• Replacement items are subject to availability at the time of the request.
• For in-store exchanges, you may be required to return the original item (or a portion thereof) for quality inspection purposes.

We reserve the right to offer a store credit instead of a direct replacement in cases where the original item is temporarily unavailable or where the nature of the complaint cannot be resolved through a like-for-like exchange.

9. Cancellation Policy

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

9.1 Online and Mobile Orders

You may cancel an online or mobile order within 5 minutes of placing it, provided preparation has not yet begun. Once food preparation has started, cancellations may not be possible. To cancel, contact us immediately via email at [email protected] or through the order management section of the website.

9.2 Catering and Bulk Orders

Catering and large-group orders require advance notice for cancellation:

• More than 48 hours before scheduled delivery/pickup: Full refund issued.
• 24–48 hours before scheduled delivery/pickup: 50% refund; the remaining balance may be issued as store credit.
• Less than 24 hours before scheduled delivery/pickup: No refund may be available, as ingredients and preparation are already underway. Store credit may be offered at our discretion.

9.3 Third-Party Delivery Orders

If your order was placed through a third-party delivery service (such as DoorDash, UberEats, or Grubhub), cancellation and refund requests must be directed to that platform, as Chopt does not have direct control over those transactions once they are processed.

10. Dispute Resolution Process

If you are dissatisfied with the resolution provided by our standard refund process, you may escalate your concern through the following channels:

10.1 Internal Escalation

You may request that your refund dispute be reviewed by a senior member of our customer service team. To do so, reply to your original refund case email with the subject line "Escalation Request – [Your Order Number]". We will endeavor to provide a final decision within 5 business days of your escalation request.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to initiate a chargeback through your credit card issuer or bank if you believe a charge was unauthorized or fraudulent. We encourage you to attempt to resolve the issue with us directly before filing a chargeback, as we are committed to finding a satisfactory resolution.

10.3 Consumer Protection Agencies

If you feel your consumer rights have been violated, you may file a complaint with the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-FTC-HELP (1-877-382-4357)
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General Office or Department of Consumer Affairs

10.4 Governing Law

This Refund Policy and any disputes arising from it shall be governed by the laws of the United States, including applicable federal consumer protection statutes. State-specific rights, including those under California Consumer Protection Law (for California residents) and other applicable state laws, are preserved and not limited by this Policy.

11. Changes to This Refund Policy

Chopt reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at chopt-cafe.click with an updated effective date. Your continued use of our services after any changes to this Policy constitutes your acceptance of the revised terms. We encourage you to review this Policy periodically to stay informed about your rights and our procedures.

12. Contact Information

For all refund requests, questions about this Policy, or any other customer service inquiries, please contact us using the information below: