Refund Policy

At Chopt, we are committed to delivering fresh, high-quality food and an exceptional dining experience with every order. We understand that situations arise where a refund or adjustment may be necessary. This Refund Policy outlines the conditions, procedures, and timeframes governing all refund and cancellation requests associated with orders placed through our website at foodchopt.click or any affiliated ordering channels. Please read this policy carefully before placing your order.

1. Our Commitment to Customer Satisfaction

Chopt takes pride in the quality of our ingredients, the care put into every bowl, salad, and meal we prepare, and the service we provide to every guest. If your experience does not meet your expectations — whether due to an incorrect order, a quality concern, or a service issue — we want to know about it and make it right. This policy is designed to be fair, transparent, and straightforward for all of our valued customers.

All refund requests are reviewed in accordance with this policy and applicable United States consumer protection laws, including but not limited to guidelines established by the Federal Trade Commission (FTC) under the FTC Act, and applicable state consumer protection statutes.

2. Eligibility Conditions for Refunds

A refund request may be considered eligible under the following circumstances:

• Incorrect Order: You received items that do not match what you ordered (wrong items, wrong customizations, missing components).
• Food Quality Issues: The food you received was spoiled, undercooked, contained foreign objects, or was otherwise unsafe to consume.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Allergen Errors: Your order contained an ingredient you explicitly requested to be excluded due to a documented allergen or dietary restriction.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Order Not Delivered: You placed an order for delivery, paid in full, and the order was never received and cannot be confirmed as delivered by the delivery carrier or our system.
• System or Technical Error: A technical malfunction on our website resulted in an incorrect charge or an order being placed without your authorization.

Refund eligibility is determined solely at the discretion of Chopt management based on the evidence and information provided at the time of the request. We reserve the right to decline refund requests that do not meet the criteria outlined above.

3. Timeframes for Refund Requests

To ensure your refund request can be properly investigated, all claims must be submitted within the following timeframes:

4. Non-Refundable Items and Services

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

• Orders that were correctly prepared and delivered as specified but where the customer simply changed their mind after delivery or pickup.
• Customization requests that were honored as submitted — if you ordered with a specific ingredient and received it, this does not constitute an error on our part.
• Promotional items, complimentary add-ons, or items provided at no charge as part of a special offer.
• Delivery fees charged by third-party delivery platforms (e.g., DoorDash, Uber Eats, Grubhub) — please contact the respective platform for delivery fee refund inquiries.
• Service fees, processing fees, or platform surcharges assessed by third-party services.
• Gift cards or promotional credits once redeemed and applied to an order.
• Orders where a partial refund or store credit has already been issued for the same issue.
• Orders placed through third-party apps or platforms where the refund policy of that platform governs the transaction.

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

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

1. Step 1 — Gather Your Information: Before reaching out, please have the following ready: your order number or confirmation email, the date and time of your order, the items affected, a description of the issue, and any supporting photos (if applicable, particularly for food quality or incorrect order claims).
2. Step 2 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: foodchopt.click
3. Step 3 — Submit Your Claim: In your message, clearly state:
   • Your full name and contact email
   • Your order number and order date
   • The specific item(s) affected and the nature of the problem
   • Your preferred resolution (refund, replacement, or store credit)
   • Any photos or documentation supporting your claim
4. Step 4 — Await Confirmation: Our team will acknowledge your request within 1–2 business days. We may follow up with additional questions to complete our review.
5. Step 5 — Resolution: Once our review is complete, we will notify you of our decision and, if approved, initiate the refund or provide your store credit within the applicable processing timeframe.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to appear in your account depends on your original payment method:

7. Partial Refunds

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

• Only a portion of your order was affected by an error or quality issue, and the remainder of the order was correct and satisfactory.
• A missing add-on or topping was omitted from an otherwise correctly prepared meal.
• The food quality issue affected only one item in a multi-item order.
• A promotional discount was applied to the order, and only the non-discounted portion of the affected item is eligible for reimbursement.
• The customer accepts a partial refund in combination with a store credit or replacement item as a full resolution.

The amount of a partial refund will be calculated based on the price paid for the specific item(s) affected, minus any discounts, fees, or adjustments already applied to those items.

8. Exchange Policy

Due to the perishable nature of our food products, traditional item exchanges (returning an item in-store for a different one) are not available for most orders. However, we do offer the following accommodations in appropriate circumstances:

• In-Store Pickup Orders: If you discover an error with your order at the time of pickup, please notify a team member immediately. We will remake your order at no additional charge if an error occurred on our part.
• Delivery Orders: If your delivery order contains incorrect items due to our error, we may offer a replacement order, a store credit, or a refund, depending on availability and the nature of the issue. Replacement orders for delivery are subject to availability and may not always be possible.
• Quality Issues Discovered After the First Bite: If you discover a quality issue after beginning to consume your meal, please contact us immediately. We will review the situation and offer an appropriate resolution, which may include a store credit or partial refund.

All exchange decisions are made on a case-by-case basis at the discretion of Chopt management.

9. Cancellation Policy

We begin preparing your order promptly after it is received to ensure freshness and timely delivery. As a result, our cancellation window is limited. Please review the following cancellation guidelines:

9.1 Online and App Orders

• Orders may be cancelled for a full refund within 5 minutes of being placed, provided that preparation has not yet begun.
• Once preparation has started, cancellations are not guaranteed and may result in a store credit rather than a full monetary refund.
• To request a cancellation, contact us immediately at [email protected] with your order number and the word "CANCEL" in the subject line.

9.2 Catering and Group Orders

• Catering orders cancelled more than 48 hours before the scheduled delivery or pickup time are eligible for a full refund.
• Catering orders cancelled between 24–48 hours before the scheduled time may be eligible for a 50% refund or full store credit.
• Catering orders cancelled less than 24 hours before the scheduled time are generally non-refundable, as ingredients and preparation will have already commenced.

9.3 Subscription or Recurring Orders

• If Chopt offers any subscription meal plan or recurring order service, customers may cancel their subscription at any time. Cancellations take effect at the end of the current billing cycle. No partial refunds are issued for unused days within a billing period unless required by applicable law.

10. Dispute Resolution Process

We encourage all customers to contact us directly before initiating any external dispute or chargeback process. Most issues can be resolved quickly and amicably through our customer support team. The following outlines our dispute resolution process:

10.1 Internal Resolution

All refund and billing disputes should first be directed to our customer support team at [email protected]. We are committed to responding to all inquiries within 1–2 business days and resolving most issues within 5–7 business days.

10.2 Escalation

If you are not satisfied with the initial response from our support team, you may request that your case be escalated to a senior manager. Please indicate in your follow-up email that you wish to escalate your complaint. A manager will review your case and respond within an additional 3–5 business days.

10.3 Chargebacks and Payment Disputes

If you choose to initiate a chargeback through your bank or credit card provider before contacting us, please be aware that this may delay resolution. Chopt will cooperate fully with your financial institution and provide all relevant documentation to assist in the investigation. Fraudulent or unsupported chargebacks may result in the suspension of your account and future ordering privileges.

10.4 Consumer Protection Agencies

If you believe your consumer rights have been violated and cannot reach a satisfactory resolution with Chopt, you may contact the following consumer protection authorities:

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

11. Special Circumstances

Chopt recognizes that extraordinary circumstances may arise that fall outside the standard parameters of this policy. In cases involving health or safety concerns, documented medical reactions, or significant service failures, we encourage customers to contact us directly so that we may handle the matter with the care and urgency it deserves. Decisions on special circumstance cases will be made by senior management and communicated in writing within 3–5 business days.

12. Policy Updates

Chopt reserves the right to modify or update this Refund Policy at any time. Changes will be posted on our website at foodchopt.click with an updated effective date. Your continued use of our services following any changes constitutes your acceptance of the revised policy. We encourage you to review this page periodically to stay informed of our current practices.

13. Contact Us for Refund Requests

For all refund inquiries, cancellation requests, or billing disputes, please reach out to our dedicated customer support team. We are here to help and committed to making things right.

This Refund Policy is effective as of June 12, 2026. All rights reserved by Chopt. This policy is subject to applicable United States federal and state consumer protection laws, including guidelines issued by the Federal Trade Commission (FTC).