Refund Policy

At Chuy's, we are committed to delivering a satisfying dining and ordering experience to every customer. We understand that sometimes things do not go as planned, and we want to make sure you feel confident when placing an order with us. This Refund Policy outlines the conditions under which refunds, exchanges, and cancellations are handled. Please read this document carefully before placing an order through our website at chuys-new.click.

By placing an order with us, you agree to the terms set forth in this Refund Policy. If you have any questions, please contact us at [email protected] before completing your purchase.

1. Our Commitment to Customer Satisfaction

Chuy's takes pride in the quality of the food we prepare and the service we provide. Every order is carefully handled to meet our high standards. However, we acknowledge that errors can occasionally occur — whether an item is missing, an order is incorrect, or the food does not meet your expectations due to a preparation issue. In such cases, we are here to make it right.

This policy applies to all orders placed directly through our website, chuys-new.click. If your order was placed through a third-party delivery platform, please contact that platform directly regarding their own refund policies, as we have limited control over third-party transactions.

2. Eligibility Conditions for Refunds

To be eligible for a refund, the following conditions must be met:

• The refund request must be submitted within the timeframe specified in Section 3 of this policy.
• The issue must be verifiable and directly related to an error on our part, such as an incorrect item, a missing item, spoiled food, or a preparation error.
• The order must have been placed directly through chuys-new.click.
• You must provide proof of purchase, including your order confirmation number and a description of the issue.
• If requested, you may be asked to submit photographic evidence of the issue (e.g., a photo of the incorrect or damaged food item).
• Refunds will not be issued if the complaint is based solely on personal taste preference, provided the item was prepared correctly as ordered.

3. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve your issue effectively. The following timeframes apply to refund requests:

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly encourage customers to review their orders upon receipt and contact us immediately if there is a problem.

4. Non-Refundable Items and Services

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

• Consumed food items: If a food item has been substantially consumed and you then report a dissatisfaction based solely on taste, no refund will be issued.
• Correctly fulfilled orders: If your order was prepared exactly as requested and delivered in proper condition, it is not eligible for a refund based on a change of mind.
• Customization errors made by the customer: If you selected incorrect options, toppings, or specifications during checkout, Chuy's is not responsible for the resulting dissatisfaction.
• Delivery fees: Delivery fees are non-refundable unless the order was never delivered due to an error on our part.
• Promotional items and complimentary additions: Items provided at no charge as part of a promotion are not eligible for cash refunds.
• Gift cards and vouchers: Once purchased and issued, gift cards and vouchers are non-refundable and non-exchangeable for cash.
• Orders placed through third-party platforms: These are subject to the respective platform's refund policies.

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

If you believe you are entitled to a refund, please follow these steps to submit your request:

1. Step 1 – Contact Us: Reach out to our customer support team as soon as possible after identifying the issue. You can contact us via:
   • Email: [email protected]
   • Website: chuys-new.click
2. Step 2 – Provide Your Order Details: In your message, include the following information:
   • Full name as used during checkout
   • Order confirmation number
   • Date and time of the order
   • Description of the issue
   • The item(s) affected
3. Step 3 – Submit Evidence (if applicable): Attach any relevant photos or screenshots that support your claim. This helps us process your request more efficiently.
4. Step 4 – Review Process: Our team will review your request within 1–3 business days. We may contact you for additional information during this period.
5. Step 5 – Resolution: Once the review is complete, we will notify you of the outcome via email. If approved, the refund will be processed according to the timeframes outlined in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to reflect in your account depends on your original payment method. Please refer to the table below for estimated processing times:

Please be aware that while we initiate refunds promptly upon approval, the actual time for the funds to appear in your account is also dependent on your bank or payment provider's processing times. Chuy's is not responsible for delays caused by financial institutions.

7. Partial Refunds

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

• Only one or a few items from a larger order are affected by an error or quality issue.
• The food item was partially consumed before the issue was discovered.
• The issue is minor in nature and does not warrant a full refund (e.g., a slight presentation error that did not impact the quality of the food).
• A discount or promotional price was applied to the order, and the refund will reflect the actual amount paid.

In cases where a partial refund is deemed appropriate, our customer support team will communicate the refund amount and reasoning to you clearly before processing.

8. Exchange Policy

Due to the perishable nature of food products, we are generally unable to offer direct exchanges on food items. However, in certain circumstances, we may offer a replacement of the specific item that was incorrect or unsatisfactory, subject to the following conditions:

• The request for a replacement is made within the timeframe specified in Section 3.
• The item in question is still available on our current menu.
• The issue was caused by an error on our part (e.g., wrong item prepared, item missing).
• A replacement is only available for the same item or an item of equal value.

Replacements are subject to availability and standard preparation times. We reserve the right to offer a refund in lieu of a replacement if a replacement is not feasible.

9. Cancellation Policy

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

9.1 Orders Placed for Immediate Preparation

Once an order has been confirmed and sent to our kitchen for preparation, it may not be possible to cancel. We begin processing orders immediately upon confirmation to ensure timely delivery or pickup. If you need to cancel, please contact us as soon as possible at [email protected].

9.2 Pre-Orders and Scheduled Orders

If you have placed a pre-order or a scheduled order for a future date and time, cancellations are accepted up to 2 hours before the scheduled preparation time. Cancellations made within this window will receive a full refund. Cancellations requested after preparation has begun may only be eligible for a partial refund or store credit.

9.3 Catering and Large Orders

For catering orders or large group orders, cancellation requests must be submitted at least 24 hours before the scheduled delivery or pickup time to qualify for a full refund. Cancellations made less than 24 hours in advance may be subject to a cancellation fee of up to 50% of the total order value, depending on the preparation already completed.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund or cancellation request, you have the right to escalate the matter. Chuy's is committed to resolving disputes in a fair and timely manner.

10.1 Internal Escalation

If your initial refund request is denied or you disagree with the resolution offered, you may request an escalation review by emailing [email protected] with the subject line: "Refund Dispute – [Your Order Number]". A senior member of our customer relations team will review your case within 3–5 business days and provide a final decision.

10.2 Consumer Protection Rights

As a consumer in the United States, you have rights under applicable federal and state consumer protection laws. Our refund practices are governed by the following:

• Federal Trade Commission (FTC) Act: We are committed to fair and transparent business practices in line with FTC guidelines on consumer protection and unfair or deceptive trade practices.
• State Consumer Protection Laws: Depending on the state in which you reside, additional consumer protection rights may apply. We encourage you to consult your state's consumer protection agency if you believe your rights have been violated.

10.3 Chargeback and Credit Card Disputes

While you have the right to initiate a chargeback through your bank or credit card provider, we kindly ask that you contact us first and allow us the opportunity to resolve the issue directly. Initiating a chargeback without prior contact may result in the suspension of your account with Chuy's.

If a chargeback is filed, we reserve the right to provide evidence of the transaction and our refund policy to the relevant financial institution in defense of the charge.

11. Store Credit as an Alternative

In some cases, as an alternative to a cash or card refund, we may offer store credit that can be applied toward a future order at Chuy's. Store credit will be issued to the email address associated with your account and will be valid for 90 days from the date of issuance. Store credit is non-transferable and cannot be exchanged for cash.

12. Changes to This Refund Policy

Chuy's reserves the right to modify or update this Refund Policy at any time. Any changes will be effective immediately upon posting to our website at chuys-new.click. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage you to review this policy periodically to stay informed about our refund practices. Continued use of our website or services after any changes constitutes your acceptance of the updated policy.

13. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, or disputes, please contact us using the information below. Our customer support team is available to assist you and will respond within 1–3 business days.

When contacting us, please include your order number, the nature of your complaint, and any supporting evidence (such as photos) to help us process your request as efficiently as possible.