Refund Policy

At Chopt, we are committed to providing our customers with fresh, high-quality food and an exceptional dining experience. We understand that issues may occasionally arise with your order, and we want to make sure you are completely satisfied. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are processed. Please read this policy carefully before placing an order through our website at new-chopt.rest or through any of our ordering channels.

1. General Policy Overview

Because Chopt specializes in fresh, made-to-order food items, our refund policy is designed to balance customer satisfaction with the perishable nature of food products. Refunds are evaluated on a case-by-case basis, taking into account the nature of the complaint, the timing of the request, and the circumstances surrounding the order. We comply with all applicable consumer protection laws in the United States, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act.

By placing an order with Chopt — whether online, via our mobile platform, by phone, or in person — you acknowledge and agree to the terms of this Refund Policy.

2. Eligibility Conditions for Refunds

A refund may be issued under the following circumstances:

• Incorrect Order: You received an item or items that are different from what you ordered.
• Missing Items: Part of your order was missing upon delivery or pickup.
• Food Quality Issues: The food was spoiled, contaminated, or clearly not prepared to a safe or acceptable standard at the time it was received.
• Allergic Reactions or Undisclosed Ingredients: If an ingredient was included in your order despite a documented special request or allergy note that was confirmed at the time of ordering.
• Order Not Received: Your delivery order was never delivered and has been confirmed as lost or undelivered by our team or delivery partner.
• Duplicate Charges: You were charged more than once for the same order due to a technical error.
• Overcharging: You were billed an amount greater than the confirmed total shown at checkout.

3. Timeframes for Refund Requests

To be eligible for a refund, you must contact us within the applicable timeframe as outlined below:

Refund requests submitted after the applicable deadlines listed above may not be honored. We strongly encourage customers to inspect their orders immediately upon receipt and to contact us as soon as possible if any issue is identified.

4. Non-Refundable Items and Services

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

• Orders that have been partially or fully consumed, unless there is a documented food safety or quality concern.
• Orders where the customer changed their mind after the order was confirmed and preparation had begun.
• Customization errors made by the customer during the ordering process (e.g., incorrect toppings or dressings selected by the customer).
• Delivery delays caused by factors outside our control, such as extreme weather, traffic conditions, or third-party delivery partner delays.
• Promotional or discounted items purchased under specific deal terms that explicitly state "no refunds."
• Gift cards or store credit that have already been redeemed.
• Dissatisfaction based on personal taste preferences, when the order was prepared correctly as submitted.
• Requests made after the applicable timeframe has expired.
• Catering orders cancelled less than 48 hours before the scheduled service time.

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

To submit a refund request, please follow the steps below:

1. Step 1 – Gather Your Information: Have your order number, the date and time of the order, the payment method used, and a description of the issue ready before contacting us.
2. Step 2 – Document the Issue: If possible, take clear photographs of the incorrect, missing, or unsatisfactory items. This documentation will help us process your request more efficiently.
3. Step 3 – Contact Us: Reach out to our customer service team using one of the following methods:
   • Email: [email protected]
   • Website: new-chopt.rest
4. Step 4 – Submit Your Request: In your message or call, clearly state that you are requesting a refund. Provide your order number, a description of the problem, and attach any photographs if applicable.
5. Step 5 – Await Review: Our customer service team will review your request and respond within 1–3 business days. We may follow up with additional questions to verify the claim.
6. Step 6 – Resolution: Once your request has been reviewed and approved, we will process the refund or offer an appropriate resolution (such as a replacement, store credit, or full/partial refund).

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will vary depending on the payment method used for the original transaction:

Please be aware that while we process refunds promptly on our end, the time it takes for the funds to appear in your account depends on your financial institution or payment provider. Chopt is not responsible for delays caused by banks or third-party payment processors.

7. Partial Refunds

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

• Only certain items in a multi-item order were incorrect, missing, or unsatisfactory.
• The customer consumed a portion of the order before discovering the issue.
• A discount, promotional code, or coupon was applied to the original order — refunds will be calculated based on the actual amount paid.
• Delivery fees are non-refundable in situations where food quality or order accuracy was the issue (not delivery failure).
• Tips paid to delivery personnel are non-refundable.

The amount of any partial refund will be determined by Chopt's customer service team based on the specific circumstances of each case.

8. Exchange Policy

Where possible and practical, Chopt may offer an exchange or replacement as an alternative to a monetary refund. Exchanges are subject to the following conditions:

• The exchange request must be made within 2 hours of receiving the original order.
• Exchanges are available for incorrect or missing items only (not for personal preference changes).
• Replacement orders will be prepared and delivered or made available for pickup as quickly as possible, subject to availability and operating hours.
• In cases where an exchange is not feasible (e.g., the restaurant has closed, the item is unavailable), a refund or store credit will be offered instead.
• Chopt reserves the right to substitute an item of equal or greater value if the originally ordered item is unavailable at the time of replacement.

9. Cancellation Policy

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

9.1 Standard Orders

Due to the made-to-order nature of our food, cancellations must be requested within 5 minutes of placing the order. Once preparation has begun, cancellations cannot be accommodated and no refund will be issued.

To cancel an order, contact us immediately at [email protected] or through the platform where the order was placed.

9.2 Catering and Large Group Orders

Catering orders require advance scheduling and involve significant preparation. The following cancellation terms apply:

9.3 Subscription or Recurring Orders

If Chopt offers any subscription-based meal plans or recurring orders, cancellations must be submitted at least 24 hours before the next billing date to avoid being charged for the upcoming cycle. Cancellations made after the billing date will not result in a refund for that billing period.

10. Dispute Resolution Process

If you are not satisfied with our initial response to your refund request, you have the right to escalate the matter through the following process:

10.1 Internal Escalation

Request that your case be reviewed by a senior customer service manager. You may do this by replying to your original refund request email and asking for escalation. A manager will respond within 3–5 business days.

10.2 Chargeback Rights

If you paid by credit or debit card and believe you have been wrongfully denied a refund, you have the right to contact your bank or card issuer to initiate a chargeback. We encourage customers to attempt to resolve issues directly with us before pursuing a chargeback, as this allows us to address concerns more quickly and effectively.

10.3 FTC Complaint

Under the FTC Act, consumers have the right to report unfair or deceptive business practices to the Federal Trade Commission. You may file a complaint at www.ftc.gov or by calling 1-877-FTC-HELP.

10.4 State Consumer Protection Agencies

Depending on your state of residence, you may also have the right to file a complaint with your state's Attorney General's office or relevant consumer protection agency. We respect all applicable state consumer protection laws and will cooperate fully with any investigation.

10.5 Informal Mediation

Before pursuing formal legal action, both parties agree to attempt resolution through good-faith negotiation or informal mediation. Please contact us directly at [email protected] to initiate this process.

11. Food Safety and Health Concerns

If you experience a food safety issue, including but not limited to illness, foreign object found in food, or a severe allergic reaction, please contact us immediately. In addition to seeking medical attention if necessary, please preserve any remaining food and packaging as this may be required for our internal investigation.

We take all food safety complaints extremely seriously and will prioritize these cases. Depending on the nature of the concern, we may also be required to report the incident to the relevant local health authorities.

12. Changes to This Refund Policy

Chopt reserves the right to update or modify this Refund Policy at any time without prior notice. Any changes will be reflected on this page with an updated effective date. We encourage customers to review this policy periodically to stay informed of any updates. Your continued use of our services after any changes have been posted constitutes your acceptance of the revised policy.

13. Contact Information

If you have any questions, concerns, or wish to submit a refund request, please contact our customer service team using the information below:

Our customer service team is available to assist you and will do our best to respond to all refund inquiries within 1–3 business days. We are committed to resolving all issues fairly, promptly, and professionally.