Refund Policy

At Chopt, we are committed to providing our customers with high-quality food and an exceptional dining experience. We understand that situations may arise where a refund or exchange is necessary. 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.

By placing an order through our website chopt-new.rest or any affiliated platform, you agree to the terms set forth in this Refund Policy. This policy is governed by the applicable consumer protection laws of the United States, including relevant provisions of the Federal Trade Commission (FTC) Act.

1. Eligibility Conditions for Refunds

Chopt will consider refund requests under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food received was spoiled, contaminated, undercooked, or otherwise unfit for consumption.
• Allergic Reactions Caused by Mislabeling: If you were served an ingredient not listed in your order that triggered an allergic reaction, and you had specified your allergy at the time of ordering.
• Significant Delay: Your order experienced an unreasonable and documented delay beyond what was communicated at checkout, and you no longer wished to receive the order.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Order Never Received: Your delivery order was marked as delivered but was not received, with no evidence of delivery at your specified address.

Refund eligibility is assessed on a case-by-case basis. Chopt reserves the right to request photographic evidence or other documentation to verify the claim before approving a refund.

2. Timeframes for Refund Requests

To be considered for a refund, you must submit your refund request within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders promptly upon receipt.

3. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds under any conditions:

• Change of Mind: Refunds will not be issued simply because a customer changed their mind about an order after it has been prepared.
• Customization Errors by Customer: If you made an error during the customization of your order (e.g., selected the wrong dressing, protein, or topping), we are unable to offer a refund as the item was prepared per your specific instructions.
• Promotional or Discounted Items: Items purchased using promotional discounts, coupons, or limited-time offers may not be eligible for a refund unless the item itself was defective or incorrect.
• Gift Cards and Store Credits: Purchases of Chopt gift cards and store credits are final and non-refundable. They cannot be exchanged for cash.
• Third-Party Delivery Fees: Delivery fees charged by third-party delivery platforms (such as DoorDash, Uber Eats, or Grubhub) are not within our control and are non-refundable by Chopt directly. Please contact the respective platform for those disputes.
• Partially Consumed Orders: If a significant portion of the food has been consumed before a quality complaint is raised, the order will not qualify for a full refund.
• Catering or Large Group Orders (after preparation has begun): Once a catering or large-format order has entered the preparation phase, it is non-refundable except in cases of our error.

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

To initiate a refund request, please follow these steps carefully:

1. Step 1 — Gather Your Order Details: Locate your order confirmation email or receipt. Note your order number, the date and time of your order, and the specific items in question.
2. Step 2 — Document the Issue: If the issue involves incorrect items, missing items, or food quality, take clear photographs of the food or packaging as evidence. This will help us process your request more efficiently.
3. Step 3 — Contact Us: Reach out to our customer support team through one of the following channels:
   • Email: [email protected]
   • Website: chopt-new.rest
4. Step 4 — Provide Required Information: In your refund request, include the following:
   • Full name
   • Order number
   • Date and time of order
   • Description of the issue
   • Photographs or supporting documentation (if applicable)
   • Your preferred refund method (original payment method or store credit)
5. Step 5 — Await Review: Our customer support team will review your request and respond within 2–3 business days. We may follow up with additional questions or request further documentation.
6. Step 6 — Refund Decision: Once our review is complete, we will notify you of the outcome via email. If approved, your refund will be processed according to the timelines described in Section 5 below.

5. 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:

6. Partial Refunds

In certain circumstances, Chopt may issue a partial refund rather than a full refund. Partial refunds may apply when:

• Only one or a few items in a multi-item order were incorrect or missing, and the remaining items were satisfactory.
• The food quality issue affected only a portion of the order.
• The customer partially consumed the order before discovering a quality issue.
• A delivery was significantly delayed but was ultimately received.
• A promotional discount was applied to the order, and the refund amount is adjusted to reflect the actual amount paid for the affected item(s).

In cases where a partial refund is issued, you will be notified of the refund amount and the reason for the partial rather than full refund. Partial refunds will be processed using the same method and timelines described in Section 5.

7. Exchange Policy

Due to the perishable nature of our food products, traditional exchanges are generally not possible. However, Chopt will make every effort to make things right:

• In-Store Exchanges: If you are dining in or picking up an order and notice an issue before leaving the restaurant, our team will gladly remake your order at no additional charge. Please speak to a team member or manager immediately.
• Delivery Orders: For delivery orders with documented quality or accuracy issues, we may offer a replacement order or store credit in lieu of a cash refund, at our discretion and based on the availability of resources.
• Remake Requests: If a remake is offered, it will be prepared and delivered or made available for pickup within a reasonable timeframe. Remake requests are subject to the same eligibility conditions as refund requests.

We encourage customers to contact us as soon as an issue is identified so that we have the best opportunity to resolve it promptly.

8. Cancellation Policy

Our ability to cancel an order depends on the stage of preparation at the time of the cancellation request.

8.1 Online and App Orders

• Before Preparation Begins: If you cancel your order within 5 minutes of placing it and before a team member has begun preparing it, a full refund will be issued.
• After Preparation Has Begun: Once food preparation has commenced, cancellations are not accepted and no refund will be issued.
• Scheduled Orders: If you placed a scheduled or advance order, you may cancel it up to 30 minutes before the scheduled preparation time for a full refund.

8.2 Catering and Large Group Orders

• Cancellations made 48 hours or more before the scheduled pickup or delivery time will receive a full refund.
• Cancellations made between 24 and 48 hours before the scheduled time may receive a partial refund of up to 50% of the order total.
• Cancellations made less than 24 hours before the scheduled time are non-refundable, as ingredients and preparation resources will have already been allocated.

8.3 Third-Party Platform Orders

For orders placed through third-party delivery platforms, please follow the cancellation policy of the respective platform. Chopt is not responsible for processing cancellations or refunds for orders placed through external platforms.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Chopt provides the following dispute resolution process:

1. Internal Escalation: Contact our customer support team at [email protected] and request that your case be escalated to a senior customer experience manager. Please include your original case or ticket number in your communication.
2. Management Review: A senior manager will review your case within 5 business days and provide a final internal decision. We will make every reasonable effort to resolve the dispute fairly and satisfactorily.
3. Chargeback with Financial Institution: If you believe you have been incorrectly charged and our internal process has not resolved your concern, you have the right to dispute the charge directly with your bank or credit card issuer. Under the Fair Credit Billing Act (FCBA), consumers have the right to dispute billing errors with their credit card company.
4. FTC Complaint: Consumers may also file a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint if they believe a business has engaged in unfair or deceptive practices in violation of the FTC Act.
5. State Consumer Protection Agencies: Depending on your state of residence, you may also have the right to file a complaint with your state's consumer protection office or attorney general.

10. Fraud Prevention

Chopt takes fraudulent refund claims seriously. Submitting false claims, manipulated photographs, or false information to obtain a refund constitutes fraud and may result in:

• Permanent suspension of your Chopt account
• Denial of all future refund requests
• Reporting to appropriate law enforcement authorities
• Civil or legal action as permitted under applicable United States law

We use data analysis and review processes to identify patterns of fraudulent activity and reserve the right to decline refund requests that we reasonably suspect are made in bad faith.

11. Policy Updates

Chopt reserves the right to update or modify this Refund Policy at any time without prior notice. Changes to this policy will be effective immediately upon posting to our website at chopt-new.rest. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically to stay informed of any changes.

Your continued use of our services after any modifications to this policy constitutes your acceptance of the updated terms.

12. Contact Information for Refund Requests

For all refund-related inquiries, please contact our customer support team using the information below:

When contacting us, please have the following information ready to ensure a prompt response: your full name, order number, date of purchase, and a clear description of the issue along with any supporting documentation.