Refund Policy

At Chuy's, we are committed to delivering a satisfying dining and ordering experience. We understand that situations arise where a refund or exchange may be necessary. This Refund Policy outlines the terms and conditions under which refunds, partial refunds, cancellations, and exchanges are granted. Please read this policy carefully before placing an order through our website at new-chuys.click or contacting us at [email protected].

By placing an order or making a purchase through our platform, you agree to the terms described in this Refund Policy. This policy is governed by applicable United States consumer protection laws, including relevant Federal Trade Commission (FTC) guidelines and state-specific consumer regulations.

1. Eligibility Conditions for Refunds

We want every customer to be fully satisfied with their order. Refunds may be issued under the following eligible conditions:

• Incorrect Order: You received an item that was different from what you ordered.
• Missing Items: One or more items from your order were not included at the time of delivery or pickup.
• Food Quality Issues: The food received was spoiled, inedible, or significantly below reasonable quality standards.
• Allergic Reactions Due to Mislabeling: If an item contained an allergen not disclosed in the menu description, you may be eligible for a refund and should contact us immediately.
• Order Not Delivered: Your order was confirmed and paid for but never arrived and cannot be located by our delivery team.
• Duplicate Charges: You were charged more than once for the same order due to a technical error.
• Significant Delay: Your order was delivered significantly later than the estimated time and the food was no longer acceptable for consumption.

Refund eligibility is assessed on a case-by-case basis. Chuy's reserves the right to request supporting documentation such as photographs of the food item, order confirmation numbers, or a description of the issue before processing any refund.

2. Timeframes for Refund Requests

To ensure a smooth and fair refund process, all refund requests must be submitted within the following timeframes:

Requests submitted outside these timeframes may not be honored. We encourage customers to contact us as promptly as possible after identifying an issue with their order.

3. Non-Refundable Items and Services

Certain purchases and situations are not eligible for refunds. Please review the following non-refundable items carefully:

• Consumed Food: Food items that have been substantially consumed are not eligible for a refund unless a verifiable quality issue is reported promptly.
• Change of Mind: Refunds will not be issued because a customer changed their mind about an item after it was prepared and delivered.
• Customization Errors by Customer: If you provided incorrect customization instructions (e.g., wrong toppings, size, or special requests) and the order was prepared as specified, no refund will be issued.
• Promotional or Discounted Items: Items purchased at a discounted rate through promotions, coupons, or special offers may not be eligible for a full refund.
• Gift Cards and Vouchers: Digital or physical gift cards and vouchers are non-refundable once purchased.
• Delivery Fees: Delivery fees are non-refundable unless the order was never delivered due to an error on our part.
• Service Charges and Tips: Gratuity and service charges added at checkout are non-refundable.
• Orders Canceled After Preparation Has Begun: Once a kitchen has begun preparing your order, cancellations and refunds are not available.

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

Requesting a refund from Chuy's is straightforward. Please follow these steps to ensure your request is processed efficiently:

1. Step 1 – Gather Your Information: Before contacting us, have the following ready:
   • Your full name and contact information
   • Your order confirmation number
   • The date and time of your order
   • A description of the issue
   • Photographs (if applicable, especially for food quality complaints)
2. Step 2 – Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: new-chuys.click
3. Step 3 – Submit Your Request: Provide all relevant details about your refund request, including the reason and any supporting documentation. Incomplete submissions may delay the review process.
4. Step 4 – Receive Confirmation: Our team will send you a confirmation email acknowledging receipt of your refund request within 1 business day.
5. Step 5 – Review and Decision: Our customer service team will review your request and supporting materials. You will receive a decision within 3–5 business days.
6. Step 6 – Refund Issued: If your refund is approved, you will receive a notification confirming the amount to be refunded and the expected processing time based on your payment method.

5. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on the original payment method used:

Please note that while we process refunds as quickly as possible on our end, the time it takes for the funds to appear in your account depends on your bank or financial institution. Chuy's is not responsible for delays caused by third-party payment processors or banking institutions.

6. Partial Refunds

In certain circumstances, a partial refund may be issued rather than a full refund. Conditions under which partial refunds may apply include:

• Only a portion of your order was incorrect, missing, or unsatisfactory while the rest was acceptable.
• A discount or promotional code was applied at the time of purchase; the refund will reflect the amount actually paid for the affected items.
• A food quality complaint is reported after a significant portion of the meal has already been consumed.
• Delivery was significantly delayed but the food was still partially acceptable upon arrival.
• Items that were part of a bundle or combo meal may only receive a partial credit based on the individual item value within the bundle.

Partial refund amounts are determined at the sole discretion of Chuy's customer service team based on the nature and documentation of the complaint. Our goal is always to reach a fair and reasonable resolution for our valued customers.

7. Exchange Policy

Due to the perishable nature of food products, traditional exchanges (returning food for replacement) are handled differently than in typical retail settings. Our exchange policy operates as follows:

• Incorrect Items: If you received the wrong item, we will work to provide a replacement order where operationally feasible, particularly for dine-in and takeout orders. For delivery orders, a credit or refund may be offered as an alternative to a physical replacement.
• Quality Issues: If a food item fails to meet quality standards, we may offer a replacement of the same item or a comparable substitute at no additional cost, subject to availability.
• Non-Food Items: Branded merchandise or non-food items (such as gift cards or branded products purchased from our website) may be exchanged within 14 days of purchase, provided the item is unused and in original condition. Proof of purchase is required.

Exchanges are subject to product availability and must be requested within the same timeframes outlined in Section 2 of this policy. Please contact us at [email protected] to initiate an exchange request.

8. Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to be as flexible as possible given the real-time nature of food preparation:

8.1 Online and Phone Orders

• Orders may be canceled without charge within 5 minutes of placement, provided that food preparation has not yet begun.
• Once a kitchen begins preparing your order, cancellations are no longer available and no refund will be issued.
• If you need to cancel, please contact us immediately at [email protected] or through the website at new-chuys.click.

8.2 Catering and Large Group Orders

• Catering orders must be canceled at least 48 hours before the scheduled delivery or pickup time to receive a full refund.
• Cancellations made between 24 and 48 hours in advance may be subject to a cancellation fee of up to 25% of the total order value.
• Cancellations made less than 24 hours before the event or delivery time are non-refundable, as ingredients and staff resources will have already been allocated.

8.3 Reservations

• Dine-in reservations may be canceled without penalty up to 2 hours before the reservation time.
• No-shows or last-minute cancellations for large party reservations may result in a cancellation fee, which will be communicated at the time of booking.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Chuy's provides a structured dispute resolution process to ensure fairness and transparency.

9.1 Internal Escalation

If your initial refund request has been denied or you feel the resolution offered was inadequate, you may request an escalation by:

• Sending a written appeal to [email protected] with the subject line "Refund Dispute – [Your Order Number]".
• Providing any additional supporting documentation or context not included in the original request.
• Our management team will review escalated disputes and respond within 5–7 business days.

9.2 Chargeback and Payment Disputes

We strongly encourage customers to contact us directly before initiating a chargeback with their bank or credit card provider. In many cases, we can resolve disputes faster internally. However, if a chargeback is filed:

• We reserve the right to submit evidence to the payment processor supporting the validity of the original charge.
• Accounts involved in excessive or fraudulent chargeback activity may be suspended from future ordering.

9.3 Third-Party Mediation

If an internal resolution cannot be reached, disputes may be submitted to a neutral third-party mediator or arbitration service in accordance with applicable United States law. Any arbitration proceedings shall take place in the United States, and this policy shall be governed by the laws of the state in which Chuy's is registered to operate.

9.4 Consumer Protection Agencies

You retain the right to file a complaint with applicable consumer protection authorities, including:

• The Federal Trade Commission (FTC) at www.ftc.gov
• Your state's Attorney General Consumer Protection Division
• The Better Business Bureau (BBB) at www.bbb.org

10. Fraud Prevention

Chuy's takes the integrity of our refund process seriously. We monitor refund and cancellation activity to detect and prevent abuse. Customers who are found to be submitting fraudulent or exaggerated refund claims may have their accounts suspended and may be reported to appropriate authorities. We reserve the right to refuse refund requests that we reasonably believe are fraudulent or submitted in bad faith.

11. Policy Updates

Chuy's reserves the right to modify or update this Refund Policy at any time. Changes will be posted on our website at new-chuys.click with an updated effective date. Your continued use of our services after the posting of changes constitutes your acceptance of the revised policy. We encourage you to review this page periodically to stay informed.

12. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, exchange requests, or dispute escalations, please reach out to our customer support team:

When contacting us, please include your order number, the nature of your issue, and any supporting documents or photos to help us resolve your request as quickly as possible. Our team is dedicated to making your experience with Chuy's a positive one, and we appreciate your patience and understanding as we work to address your concerns.