Refund Policy

Last Updated: June 29, 2026

1. Introduction

At Dave's Hot Chicken, we are committed to delivering a high-quality dining experience and ensuring complete customer satisfaction with every order. We understand that issues may occasionally arise with food orders, deliveries, or services, and we want to make the process of resolving those issues as straightforward and transparent as possible.

This Refund Policy outlines the conditions under which refunds, exchanges, partial credits, and cancellations are accepted. It applies to all orders placed directly through our website daveshotnow.click, including online orders for delivery, pickup, and catering services. For orders placed through third-party delivery platforms, please refer to those platforms' individual refund and dispute policies.

This policy is governed by the laws of the United States, including applicable federal consumer protection standards under the Federal Trade Commission (FTC) Act and relevant state consumer protection statutes.

2. Eligibility Conditions for Refunds

Not every situation automatically qualifies for a refund. Dave's Hot Chicken will evaluate refund requests based on the following eligibility criteria:

• Incorrect Order: You received items that are different from what you ordered (e.g., wrong spice level, wrong protein, wrong side items).
• Missing Items: One or more items from your confirmed order were not included in the delivery or pickup bag.
• Food Quality Issues: The food was delivered in an unsatisfactory condition, such as being undercooked, overcooked, spoiled, or contaminated with a foreign object.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error on our platform.
• Order Not Delivered: Your delivery order was never received and no confirmation of delivery was provided.
• Significant Delay: Your order was delayed beyond a reasonable window without prior notice and you no longer wish to accept it.

Refund requests that do not meet the above criteria — such as simply changing your mind after an order has been prepared — may not qualify for a full refund but may be reviewed on a case-by-case basis at the discretion of our management team.

3. Timeframes for Refund Requests

To ensure that your refund request can be properly investigated and processed, you must contact us within the following timeframes:

Requests submitted outside these timeframes may be denied. We encourage you to inspect your order upon receipt and contact us immediately if you identify any problems.

4. Non-Refundable Items and Services

Certain items and situations are not eligible for refunds under this policy:

• Change of Mind: Refunds will not be issued simply because you changed your mind about an order that has already been prepared or delivered.
• Customization Errors by Customer: If you selected the wrong spice level, modifications, or add-ons during the ordering process, and the order was prepared exactly as submitted, no refund will be issued.
• Partially Consumed Meals: If a meal has been significantly consumed before a quality complaint is made, it will not qualify for a full refund.
• Promotional or Discounted Items: Items purchased at a promotional discount, as part of a bundle deal, or using a coupon code may not be fully refundable unless there is a documented quality or fulfillment issue.
• Complimentary Items: Items provided free of charge or as part of a loyalty reward are not eligible for monetary refunds.
• Third-Party Platform Orders: Orders placed through DoorDash, Uber Eats, Grubhub, or other third-party delivery apps are subject to those platforms' refund policies. Dave's Hot Chicken cannot issue refunds for orders placed through third-party services.
• Delivery Fees: Delivery fees are non-refundable once the delivery driver has been dispatched, except in cases where we failed to fulfill the order entirely.
• Service Charges and Tips: Service fees and driver tips are non-refundable once an order is confirmed.

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

We have designed our refund request process to be simple and efficient. Please follow these steps to submit your request:

1. Step 1 — Gather Your Order Information: Locate your order confirmation email or receipt. Have your order number, the date and time of your order, and a brief description of the issue ready before contacting us.
2. Step 2 — Document the Issue: If applicable, take clear photographs of the incorrect, missing, or unsatisfactory food items. Visual evidence significantly speeds up the review process.
3. Step 3 — Contact Us: Reach out to our Customer Support team using one of the following methods:
   • Email: [email protected]
   • Website: daveshotnow.click (Contact/Support page)
4. Step 4 — Submit Your Request: Provide your full name, order number, email address associated with the order, the nature of the issue, and any supporting photos or documentation. The more detail you provide, the faster we can resolve your request.
5. Step 5 — Wait for Confirmation: Our team will acknowledge your refund request within 1–2 business days and provide an estimated resolution timeline.
6. Step 6 — Resolution: Once your request has been reviewed and approved, we will process your refund or issue a store credit/replacement order, depending on the situation and your preference.

6. Refund Processing Times by Payment Method

Once a refund has been approved by our team, the time it takes for the funds to appear in your account will depend on your original payment method:

Please be aware that while we process refunds promptly on our end, the actual posting of the refund to your account is subject to your bank's or payment provider's processing schedule. Dave's Hot Chicken is not responsible for delays caused by financial institutions. If you have not received your refund within the stated timeframe, we recommend contacting your bank or card issuer directly before reaching out to us.

7. Partial Refunds

In certain circumstances, a partial refund may be issued rather than a full refund. Situations where partial refunds may apply include:

• Only some items in a multi-item order were incorrect or missing — only those specific items will be refunded.
• A food quality complaint is made after a portion of the meal has already been consumed.
• An order was cancelled after preparation had already begun — a partial refund may be issued to cover items not yet prepared.
• Promotional discounts, bundle pricing, or combination deals — the refund will be calculated based on the actual amount paid for the affected item(s), not the standard menu price.
• Delivery fees — these may be partially or fully refunded at our discretion, depending on the nature of the issue.

Our customer support team will communicate the specific amount of any partial refund and the reasoning behind it clearly and transparently.

8. Exchange Policy

In many cases, particularly for pickup orders or dining-in guests, we may offer a replacement meal or item as an alternative to a monetary refund. Our exchange policy works as follows:

• Incorrect Items: If you received the wrong item, we will prioritize preparing and sending the correct item as quickly as possible. For delivery orders, this may involve dispatching a new order at no charge.
• Quality Issues: If a food item did not meet our quality standards, we will replace it with a freshly prepared version.
• Customer Preference: You may opt for a store credit instead of a replacement, which can be applied to a future order at daveshotnow.click.
• Time Sensitivity: Exchanges are subject to our kitchen's operating hours. If an exchange is not feasible at the time of the complaint, we will issue a refund or store credit instead.

Exchanges are not available for orders placed through third-party delivery platforms. Please contact those platforms directly for replacement or re-delivery options.

9. Cancellation Policy

We understand that plans can change. Please review our cancellation policy carefully:

9.1 Standard Online Orders

Standard food orders (individual meals, combos, and sides) can be cancelled for a full refund only if the cancellation request is submitted within 5 minutes of order placement. Once our kitchen has begun preparing your order, cancellation may not be possible, and a refund may be denied or only partially issued.

To cancel a standard order, contact us immediately at [email protected] or through the website. Please include your order number in the subject line for fastest processing.

9.2 Catering and Large Group Orders

Catering orders and large group orders require significant advance preparation and ingredient sourcing. The following cancellation terms apply:

10. Dispute Resolution Process

Dave's Hot Chicken is committed to resolving all customer concerns fairly and efficiently. If you believe your refund request was handled incorrectly or you are dissatisfied with the outcome, you have the following options:

10.1 Internal Escalation

If your initial refund request was denied or you disagree with the outcome, you may escalate your complaint by emailing [email protected] with the subject line "Escalated Refund Dispute — [Your Order Number]". A senior member of our customer experience team will review your case within 3–5 business days and provide a final decision in writing.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to file a chargeback with your credit card issuer or bank if you believe you were charged for a product or service you did not receive, or if the transaction was unauthorized. We encourage you to attempt resolution through our customer support team before initiating a chargeback, as we are typically able to resolve issues faster than the chargeback process allows.

10.3 FTC and Consumer Protection Channels

If you feel that your consumer rights have been violated, you may also file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or with your state's Attorney General office. For California residents, additional rights are available under the California Consumer Privacy Act (CCPA/CPRA).

10.4 Informal Resolution First

Before pursuing any formal dispute resolution mechanism, we kindly ask that you allow our team a reasonable opportunity — at least 10 business days from your initial complaint — to resolve the matter informally. This ensures the fastest and most straightforward outcome for all parties.

11. Fraud Prevention

Dave's Hot Chicken reserves the right to deny refund requests that appear to be fraudulent, abusive, or inconsistent with legitimate customer behavior. This includes, but is not limited to, repeated refund requests from the same account or address for unclear reasons, or refund claims that are not supported by any evidence. Accounts found to be misusing our refund policy may be restricted or permanently suspended from our platform.

12. Policy Amendments

Dave's Hot Chicken reserves the right to update, modify, or amend this Refund Policy at any time. Changes will be posted on this page with an updated revision date. It is your responsibility to review this policy periodically. Continued use of our services following any changes constitutes your acceptance of the updated terms.

13. Contact Information

For all refund inquiries, cancellation requests, or order-related concerns, please contact our Customer Support team using the following information: