Refund Policy

At Chopt Grill, we are committed to providing our customers with a satisfying dining experience and quality food products. We understand that issues may occasionally arise with orders, and we have established this Refund Policy to ensure fair and transparent resolution for all parties. Please read this policy carefully before placing an order through our website at choptgrill.rest or through any affiliated ordering platform.

By placing an order with Chopt Grill, you agree to the terms outlined in this Refund Policy. This policy applies to all orders placed online, by phone, or in person, and is governed by applicable consumer protection laws of the United States, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act.

1. Eligibility Conditions for Refunds

Chopt Grill will consider refund requests under the following circumstances. A refund may be issued if one or more of the following conditions are met:

• Incorrect Order: You received an item that is different from what you ordered, as confirmed by your receipt or order confirmation.
• Missing Items: One or more items from your order were not included at the time of delivery or pickup.
• Food Quality Issues: The food item received was spoiled, undercooked, overcooked, or otherwise unfit for consumption due to an error on our part.
• Allergen Concerns: An item contained an ingredient that was explicitly excluded from your order due to a disclosed allergy or dietary restriction, and our kitchen failed to accommodate the request as confirmed in your order notes.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error on our platform.
• Order Not Delivered: Your delivery order was never received and is confirmed as undelivered by our delivery system or third-party delivery partner.
• Significant Delay: Your order was delivered substantially later than the quoted estimated time, resulting in a negative impact on food quality or your experience.

Refund requests that do not fall within the above categories will be reviewed on a case-by-case basis at the sole discretion of Chopt Grill management.

2. Timeframes for Refund Requests

To be eligible for a refund, you must submit your request within the timeframes specified below:

3. Non-Refundable Items and Situations

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

• Food items that have been partially or fully consumed, unless a verifiable quality or safety issue is identified.
• Orders where the customer provided incorrect delivery address information at the time of purchase.
• Customization requests that were honored as submitted in the order, where the customer later changes their preference.
• Promotional or discounted items purchased as part of a limited-time offer, unless the item was missing or incorrect.
• Gift cards, loyalty points, or promotional credits issued by Chopt Grill.
• Delivery fees charged by third-party delivery platforms (these are subject to those platforms' own refund policies).
• Tips or gratuities added to the order at the time of checkout.
• Orders where the customer was unavailable to receive the delivery after multiple contact attempts by the driver.
• Changes in preference or taste dissatisfaction where the item was prepared as ordered and described on our menu.

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

Requesting a refund from Chopt Grill is a straightforward process. Please follow the steps below to ensure your request is processed efficiently:

1. Step 1 — Gather Your Information: Before reaching out, collect the following details:
   • Your full name and contact information
   • Your order number or confirmation email
   • The date and time of your order
   • A clear description of the issue
   • Photographic evidence, if applicable (e.g., photos of incorrect or damaged food items)
2. Step 2 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: choptgrill.rest
   Please use the subject line: "Refund Request — Order #[Your Order Number]"
3. Step 3 — Submit Your Request: In your message, include all the information gathered in Step 1. Attach any photos or documentation that supports your claim.
4. Step 4 — Receive Acknowledgment: Our team will acknowledge receipt of your refund request within 1 business day via email.
5. Step 5 — Review and Decision: Our customer service team will review your request and respond with a decision within 3–5 business days. We may contact you for additional information during this period.
6. Step 6 — Refund Issuance: If your refund is approved, it will be processed according to the payment method used. Please refer to Section 5 for processing timelines.

5. Refund Processing Times by Payment Method

Once a refund has been approved by Chopt Grill, the time required to receive your refund depends on your original payment method:

Please note that while Chopt Grill processes refunds promptly upon approval, your bank or financial institution may take additional time to post the credit to your account. Chopt Grill is not responsible for delays caused by third-party financial institutions.

6. Partial Refunds

In certain circumstances, Chopt Grill may issue a partial refund rather than a full refund. Partial refunds may be applicable in the following situations:

• Only a portion of your order was incorrect, missing, or unsatisfactory, and the remainder of the order was delivered as expected.
• A food quality issue affected some but not all items in your order.
• The order was delivered late but still within a reasonable window, and the food quality was partially impacted.
• A partial remedy, such as a discount or store credit, was agreed upon by both parties as a satisfactory resolution.
• The customer has partially consumed the food and raises a quality concern after the fact.

The amount of a partial refund will be calculated based on the value of the affected item(s) as listed on the original order receipt. Chopt Grill reserves the right to determine the appropriate refund amount at its discretion in partial refund scenarios.

7. Exchange Policy

Due to the perishable nature of food products, Chopt Grill does not offer traditional item exchanges. However, we do offer the following alternatives in applicable situations:

• Replacement Order: If you received an incorrect item and report it within the applicable timeframe, we may offer to prepare and deliver or make available for pickup a replacement of the originally ordered item, subject to item availability and operational feasibility.
• Store Credit: In lieu of a cash refund or replacement, we may offer store credit of equivalent or greater value to be applied toward a future order at Chopt Grill.
• Menu Substitution: If a specific menu item is unavailable at the time of replacement, our team will work with you to identify a suitable alternative of comparable value.

All exchange or replacement requests are subject to the same eligibility conditions and timeframes outlined in Sections 1 and 2 of this policy. Exchanges are not available for items that have been consumed, altered, or are otherwise not in the original condition as received.

8. Cancellation Policy

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

8.1 Online and Phone Orders

• Cancellation Within 5 Minutes: If you cancel your order within 5 minutes of placing it and preparation has not yet begun, you are entitled to a full refund.
• Cancellation After Preparation Begins: Once our kitchen has begun preparing your order, cancellations are generally not accepted. In exceptional circumstances, a partial refund or store credit may be offered at our discretion.
• Cancellation After Dispatch: Orders that have already been dispatched for delivery cannot be cancelled. If the order is undeliverable due to customer unavailability, it will be treated in accordance with Section 3 of this policy.

8.2 Catering and Bulk Orders

• Catering orders cancelled more than 48 hours before the scheduled fulfillment time will receive a full refund.
• Catering orders cancelled between 24 and 48 hours before fulfillment may receive a 50% refund.
• Catering orders cancelled less than 24 hours before fulfillment are non-refundable, as ingredients and preparation will have already commenced.

To cancel an order, please contact us immediately at [email protected] with your order number and the reason for cancellation.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, or if a dispute arises in connection with a transaction at Chopt Grill, we encourage the following dispute resolution process:

9.1 Internal Escalation

If your initial refund request is denied or you are unsatisfied with the response, you may request an escalation to a senior member of our customer service team. To escalate your case, send an email to [email protected] with the subject line "Refund Dispute Escalation — Order #[Your Order Number]" and include a summary of your original request and the response you received. Escalated disputes will be reviewed within 5–7 business days.

9.2 Chargeback and Bank Disputes

You have the right to dispute a charge with your bank or credit card issuer if you believe a transaction was unauthorized or that a product or service was not delivered as promised. However, we encourage customers to exhaust our internal resolution process before initiating a chargeback, as chargebacks can extend the resolution timeline significantly.

9.3 Consumer Protection Agencies

If a satisfactory resolution cannot be reached through our internal process, you may file a complaint with the following organizations:

• Federal Trade Commission (FTC): reportfraud.ftc.gov — for unfair or deceptive business practices under the FTC Act.
• Your State Attorney General's Office: Most U.S. states have consumer protection divisions that handle food service and commercial disputes.
• Better Business Bureau (BBB): You may file a complaint or review at www.bbb.org.

9.4 Governing Law

This Refund Policy and any disputes arising from it shall be governed by the laws of the United States and the applicable state law where the transaction occurred. Any legal proceedings shall be conducted in the appropriate courts of jurisdiction.

10. Changes to This Refund Policy

Chopt Grill reserves the right to update, modify, or amend this Refund Policy at any time. Any changes will be effective immediately upon posting to our website at choptgrill.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. Continued use of our services after any modification constitutes your acceptance of the updated policy.

11. Contact Information for Refund Requests

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