Refund Policy

Effective Date: July 4, 2026 | Last Updated: July 4, 2026

1. Introduction

At Chuys, we are committed to delivering high-quality food and an exceptional dining and ordering experience to every customer. We understand that there are occasions when an order may not meet your expectations, and we want to ensure that any concerns are handled fairly, promptly, and professionally.

This Refund Policy governs all refund, exchange, and cancellation requests related to food orders and services provided through our website chuys-new.rest and any associated ordering platforms. This policy complies with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and any applicable state regulations.

For any questions or concerns about this policy, you may contact us directly at [email protected] or visit our website at chuys-new.rest.

2. Eligibility Conditions for Refunds

We strive to resolve all customer concerns with fairness and transparency. A refund request may be considered eligible under the following conditions:

• Your order was significantly different from what was described on our menu or website at the time of purchase.
• You received an incorrect item or items that were missing from your order.
• The food delivered was of unacceptable quality, including issues such as spoilage, contamination, or improper preparation.
• Your order was never received due to a verified delivery failure on our end or through our delivery partner.
• A duplicate charge or unauthorized transaction was applied to your payment method.
• The order was cancelled by Chuys due to unavailability of items or operational issues on our side.

Refunds will not be issued for reasons that fall outside of the above conditions, including but not limited to personal taste preferences, change of mind after food preparation has begun, or incorrect order information submitted by the customer.

All refund requests are subject to review and verification. Chuys reserves the right to request supporting information such as photos, order confirmation numbers, or a description of the issue before processing any refund.

3. Timeframes for Refund Requests

To be considered for a refund, you must submit your request within the applicable timeframe outlined below:

Requests submitted after these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders upon receipt and report any issues as soon as possible.

4. Non-Refundable Items and Services

Due to the perishable nature of food products and the operational requirements of our business, certain items and situations are not eligible for refunds:

• Consumed orders: Food items that have been substantially consumed before a complaint is raised are not eligible for a refund.
• Change of mind: Refunds will not be issued if a customer simply changes their mind after the order has been confirmed and preparation has commenced.
• Incorrect order details: If an order was placed with incorrect customization or address information provided by the customer, no refund will be issued.
• Promotional or discounted items: Items purchased using promotional codes, discounts, or special offers may not be eligible for refunds unless the issue is a quality or fulfillment failure on our part.
• Delivery fees: Delivery charges are non-refundable once the order has been dispatched, except in cases where Chuys is directly responsible for the non-delivery.
• Service charges and platform fees: Any applicable third-party platform or service charges are generally non-refundable as they are collected by third-party services outside our control.
• Catering deposits: Non-refundable deposits for catering bookings are not refundable if cancelled within the specified cancellation window detailed in your catering agreement.

5. How to Request a Refund

We have established a straightforward process for submitting refund requests. Please follow the steps below to ensure your request is handled efficiently:

1. Step 1 – Gather your information: Before contacting us, please have the following details ready:
   • Your full name
   • Order number or confirmation number
   • Date and time of the order
   • A clear description of the issue
   • Photos or documentation supporting your claim (if applicable)
2. Step 2 – Contact us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: chuys-new.rest
3. Step 3 – Submit your request: Provide all the information gathered in Step 1. Clearly state the nature of the issue and your preferred resolution (refund, replacement, or store credit).
4. Step 4 – Review process: Our team will review your request within 2 to 3 business days. We may contact you for additional information or clarification if needed.
5. Step 5 – Resolution: Once your request has been reviewed and approved, we will notify you of the outcome and initiate the appropriate refund, replacement, or credit within the timeframes specified in this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds will depend on the payment method used at the time of purchase. The following table outlines the estimated processing times:

Please note that processing times are estimates and may vary depending on your financial institution. Chuys is not responsible for delays caused by banks, payment processors, or third-party platforms once a refund has been initiated on our end. If you have not received your refund within the stated timeframe, we recommend contacting your bank or payment provider before reaching out to us.

7. Partial Refunds

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

• Only a portion of your order was incorrect, missing, or unsatisfactory, and the remainder of the order was delivered correctly and in good condition.
• The customer consumed a portion of the order before raising a complaint.
• A discount, coupon, or promotional offer was applied to the order, and only the applicable portion of the transaction is eligible for a refund.
• Delivery fees or service charges are excluded from the refund amount as they are non-refundable under the conditions described in Section 4.

The amount of a partial refund will be determined at the sole discretion of Chuys based on the nature and extent of the issue reported. We will always communicate the approved refund amount to you prior to processing.

8. Exchange Policy

Due to the perishable nature of food items, direct exchanges of food products are generally not available. However, in cases where an incorrect item was delivered or a quality issue was identified upon receipt, we may offer to send a replacement order or item at no additional charge, subject to the following conditions:

• The issue is reported within 24 hours of delivery.
• The replacement is available and can be prepared and delivered within a reasonable timeframe.
• The original item has not been substantially consumed.

Replacements are offered at the discretion of Chuys and are not guaranteed in all cases. In situations where a replacement is not feasible, a refund or store credit will be offered as an alternative resolution.

For non-food merchandise (such as branded items, gift cards, or packaged goods sold through our website), exchange requests must be submitted within 14 days of the purchase date, and items must be unused and in their original packaging.

9. Cancellation Policy

We understand that plans can change. The following cancellation terms apply to orders placed through chuys-new.rest and any affiliated ordering channels:

9.1 Standard Online Orders

You may cancel a standard food order without penalty if the cancellation is made within 5 minutes of placing the order and before food preparation has commenced. Once preparation has begun, cancellations may not be accepted, and a refund may not be issued.

To request a cancellation, please contact us immediately via email at [email protected] with your order number and reason for cancellation.

9.2 Advance or Pre-Scheduled Orders

For orders placed in advance or scheduled for a future date or time, cancellations must be made at least 2 hours before the scheduled pick-up or delivery time to receive a full refund. Cancellations made less than 2 hours before the scheduled time may be subject to a cancellation fee of up to 50% of the order total.

9.3 Catering Orders

Catering orders require a non-refundable deposit at the time of booking. Cancellation terms for catering events are as follows:

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Chuys provides a structured dispute resolution process to ensure that all concerns are addressed fairly and in accordance with applicable United States laws, including the FTC Act and relevant state consumer protection statutes.

10.1 Internal Dispute Resolution

In the first instance, we encourage you to contact our customer support team to discuss your concern. Our team will make every effort to resolve the dispute to your satisfaction within 5 business days of receiving your escalated complaint.

To escalate a dispute, please contact us at:

• Email: [email protected]
• Website: chuys-new.rest

Please include your original order number, a summary of the issue, your initial refund request, and the outcome you received. This will allow our team to review the matter thoroughly.

10.2 Chargeback and Payment Dispute

If you believe you have been charged in error or are unable to resolve a billing dispute directly with us, you have the right to initiate a chargeback through your credit card issuer or payment provider in accordance with your cardholder agreement. We ask that you contact us first to attempt a resolution before initiating a chargeback, as chargebacks can impact our ability to serve you and other customers in the future.

10.3 External Dispute Resolution

If an internal resolution cannot be reached, you may seek assistance from the following external bodies:

• Federal Trade Commission (FTC): Consumers can file a complaint at www.ftc.gov or by calling 1-877-FTC-HELP (1-877-382-4357).
• Better Business Bureau (BBB): File a complaint at www.bbb.org.
• State Attorney General's Office: Depending on your state of residence, you may file a consumer complaint with your state's Attorney General office.

Nothing in this Refund Policy limits your rights under applicable federal or state consumer protection laws, including any rights you may have under the Uniform Commercial Code (UCC) as adopted in your state, or any food safety regulations enforced by the U.S. Food and Drug Administration (FDA) or applicable state and local health authorities.

11. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, and disputes, please contact our customer support team using the information below. We are committed to responding to all inquiries promptly and courteously.

Our customer support team is available to assist you during regular business hours. We aim to respond to all email inquiries within 1 to 2 business days. For urgent matters, we recommend including "URGENT – Refund Request" in the subject line of your email.

12. Changes to This Refund Policy

Chuys reserves the right to modify or update this Refund Policy at any time without prior notice. Changes will be effective immediately upon posting to our website at chuys-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 following any changes to this policy constitutes your acceptance of the updated terms.

13. Governing Law

This Refund Policy is governed by and construed in accordance with the laws of the United States of America and applicable state laws. Any disputes arising in connection with this policy shall be subject to the jurisdiction of the courts located in the United States, as applicable.

Consumer rights protections afforded by the Federal Trade Commission (FTC) Act, applicable state consumer protection statutes, and food safety regulations enforced by the U.S. Food and Drug Administration (FDA) and state health authorities are not limited or waived by this policy.