Refund Policy

At Chopt, we are committed to delivering fresh, high-quality food and an exceptional dining experience to every customer. We understand that situations may arise where a refund or order adjustment is necessary. This Refund Policy outlines the conditions under which refunds are granted, the process for requesting them, and the timelines you can expect. Please read this policy carefully before placing an order through our website at chopt-tasty.rest or through any affiliated ordering platform.

By placing an order with Chopt, you acknowledge and agree to the terms of this Refund Policy. This policy applies to all orders placed online, by phone, or in person at our location.

1. Our Commitment to Customer Satisfaction

Chopt takes pride in preparing fresh, made-to-order food items with quality ingredients. Because the nature of our products involves perishable, freshly prepared food, our refund policy reflects both our commitment to customer satisfaction and the inherent limitations of the food service industry. We evaluate every refund request on a case-by-case basis and strive to resolve all issues promptly and fairly.

Our policy is designed to comply with applicable consumer protection laws in the United States, including standards set forth by the Federal Trade Commission (FTC) under the FTC Act, as well as any applicable state-level consumer protection regulations.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund under the following circumstances:

• Incorrect Order: You received an item that differs significantly from what you ordered (wrong item, wrong size, missing components).
• Food Quality Issues: The food was spoiled, undercooked, contained foreign objects, or was otherwise unfit for consumption upon receipt.
• Allergen Concerns: You received an item containing an allergen that you clearly specified should be excluded from your order, and you were not able to consume the item as a result.
• Missing Items: One or more items from your confirmed order were not included in your delivery or pickup bag.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical or processing error.
• Order Not Received: Your delivery order did not arrive within a reasonable timeframe and was confirmed lost or undelivered by our team or delivery partner.
• Order Cancellation by Chopt: In rare cases where we are unable to fulfill your order due to ingredient unavailability or operational issues, a full refund will be issued automatically.

Refund eligibility is subject to verification. We reserve the right to request supporting documentation, such as photographs of the item received, to process your claim.

3. Non-Refundable Items and Situations

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

• Change of Mind: Refunds are not available simply because you changed your mind about your order after it has been prepared.
• Consumed Items: Items that have been substantially or fully consumed are not eligible for a refund unless there is a verifiable quality or safety concern.
• Customization Errors by Customer: If you made an error in your own customization choices during the ordering process, Chopt is not responsible for refunding the order.
• Late Pickup: If you fail to pick up your order within a reasonable time and the food has deteriorated as a result, we cannot guarantee a refund.
• Third-Party Delivery Issues: If a third-party delivery service is responsible for damage, delay, or loss, you may need to contact the delivery partner directly. However, Chopt will make reasonable efforts to assist in resolving such disputes.
• Promotional or Discounted Items: Items purchased as part of a limited-time promotion, discount, or special offer may have restricted refund eligibility, which will be disclosed at the time of purchase.
• Gift Cards: Purchases of gift cards or digital credits are final and non-refundable.

4. Timeframes for Refund Requests

To be considered for a refund, you must contact us within the following timeframes:

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

Follow these steps to submit a refund request with Chopt:

1. Step 1 — Gather Your Information: Have your order confirmation number, the date and time of your order, the items in question, and a description of the issue ready before contacting us.
2. Step 2 — Document the Issue (if applicable): If the concern relates to food quality, incorrect items, or foreign objects, take clear photographs before disposing of the food. These may be requested during the review process.
3. Step 3 — Contact Chopt: Reach out to us through one of the following channels:
   • Email: [email protected]
   • Website: chopt-tasty.rest
4. Step 4 — Submit Your Request: In your message, include your full name, order number, the specific items affected, a clear description of the issue, and any supporting photos or documentation.
5. Step 5 — Await Review: Our team will review your request within 1–3 business days and may follow up with additional questions if needed.
6. Step 6 — Resolution: Once approved, your refund will be processed according to the timelines described in Section 6 below. You will receive a confirmation via email.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account depends on your original payment method:

Please note that while Chopt processes refunds promptly upon approval, the actual credit to your account is subject to your bank or financial institution's processing times, which are beyond our control. If you do not see your refund after the timeframe listed above, please contact your bank before reaching out to us again.

7. Partial Refunds

In certain situations, a partial refund may be granted rather than a full refund. Partial refunds apply when:

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the rest of the order was received as expected.
• An item was partially consumed before a quality concern was identified, making a full refund unreasonable.
• The issue raised is considered minor and does not warrant a full refund of the entire order value.
• Promotional pricing, discounts, or coupons were applied, and the refund reflects the actual amount paid for the affected item(s) rather than the full menu price.

Partial refunds will be calculated based on the price of the specific item(s) affected, including applicable taxes. The determination of whether a full or partial refund is appropriate rests with Chopt's customer service team, and decisions will be made fairly and in good faith.

8. Exchange Policy

Because our products are freshly prepared food items, direct exchanges are handled differently than they would be in a traditional retail setting. We offer the following exchange options:

• In-Store Replacement: If you are physically present at our location and your order is incorrect or unsatisfactory, we will, where possible, prepare a replacement item for you at no additional charge. This is subject to ingredient availability and must be requested at the time of or shortly after pickup.
• Store Credit in Lieu of Refund: In some cases, we may offer store credit equal to the value of the affected item(s) as an alternative to a monetary refund. Store credits are applied to your Chopt account and can be used on future orders.
• No Like-for-Like Exchanges on Delivered Orders: For orders fulfilled through delivery, we are generally unable to offer replacement items but will issue a refund or store credit instead.

9. Order Cancellation Policy

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

9.1 Cancellations Before Order Preparation

If you need to cancel your order and it has not yet entered the preparation stage, please contact us immediately. If we are able to cancel the order before it is prepared, you will receive a full refund to your original payment method.

9.2 Cancellations After Preparation Has Begun

Once your order has entered the preparation phase, cancellation is generally not possible, as the food has already begun to be made with fresh ingredients allocated specifically for your order. In this case, a refund may not be available unless there is a valid quality or service concern as outlined in Section 2.

9.3 Cancellations for Catering or Advance Orders

For catering orders or advance group orders, the following cancellation terms apply:

9.4 Cancellations by Chopt

If Chopt must cancel your order for any reason — including but not limited to ingredient shortages, equipment failure, or unforeseen operational circumstances — you will receive a full refund to your original payment method, and we will notify you as soon as possible.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to take the following steps:

1. Internal Escalation: Contact our customer service team again at [email protected] and request that your case be escalated to a senior team member or manager for further review. Please reference your original request number or communication.
2. Provide Additional Information: If you have additional documentation, photos, or evidence that was not included in your original request, submit it during the escalation process.
3. Written Formal Complaint: You may submit a formal written complaint via email requesting a final decision from Chopt management. We will respond to all formal complaints within 5 business days.
4. Third-Party Mediation: If the dispute cannot be resolved through internal channels, you may seek assistance from a neutral third-party mediator. Both parties agree to attempt mediation in good faith before pursuing further legal action.
5. Consumer Protection Agencies: You have the right to file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or with your state's consumer protection agency if you believe your consumer rights have been violated.
6. Chargeback Rights: You retain the right to dispute a charge with your bank or credit card issuer. However, we encourage you to contact us first, as chargebacks can delay resolution and may result in your account being flagged.

11. Fraud Prevention

Chopt reserves the right to deny refund requests that are determined to be fraudulent, abusive, or made in bad faith. Customers who repeatedly request refunds without legitimate cause, or who provide false information in support of a refund claim, may have their account suspended and may be refused future service. We take fraud seriously and may report suspected fraudulent activity to the appropriate authorities.

12. Changes to This Refund Policy

Chopt 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 chopt-tasty.rest. The "Last Updated" date at the top of this page will reflect when changes were made. We encourage you to review this policy periodically. Continued use of our services following any update constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

If you have questions about this Refund Policy or would like to submit a refund request, please contact our customer service team using the information below. We are here to help and will respond as promptly as possible.

When contacting us about a refund, please include the following in your message to help us assist you as efficiently as possible:

• Your full name
• Your order confirmation number
• The date and time of your order
• A description of the issue
• Any supporting photographs or documentation
• Your preferred refund method (original payment method or store credit)