Refund Policy

Effective Date: June 26, 2026 | Last Updated: June 26, 2026

1. Introduction

At Chopt, we take pride in delivering fresh, high-quality food to our customers. Customer satisfaction is our top priority, and we understand that sometimes issues may arise with an order. This Refund Policy outlines the conditions under which refunds, partial refunds, exchanges, and cancellations are handled. By placing an order through our website (choptnow.rest) or any other ordering channel, you agree to the terms set forth in this policy.

This policy is governed by applicable United States consumer protection laws, including but not limited to the Federal Trade Commission (FTC) Act, and any applicable state regulations. We encourage all customers to read this document carefully before completing a purchase.

2. Eligibility Conditions for Refunds

Refunds are available under specific circumstances. To be eligible for a refund, your situation must meet one or more of the following conditions:

• Incorrect Order: You received an item that is different from what you ordered. This includes wrong menu items, incorrect customizations, or missing components of your meal.
• Poor Food Quality: The food delivered or prepared was of unacceptable quality, including but not limited to items that were spoiled, undercooked, or otherwise inedible.
• Undelivered Order: Your order was charged but was never delivered to your specified address and was not made available for pickup.
• Significant Delay: Your order experienced an unreasonable delay that was caused by an error on our part, and the food was no longer fit for consumption upon arrival.
• Duplicate Charge: You were charged more than once for the same order due to a technical or processing error.
• Allergen or Dietary Error: Your order contained an ingredient that you explicitly excluded due to a documented allergy or dietary restriction, and this was clearly communicated at the time of ordering.

Refunds are evaluated on a case-by-case basis. We reserve the right to request supporting evidence, such as photographs of the received order, before processing any refund.

3. Non-Refundable Items and Services

Certain items and situations are not eligible for a refund. Please review the following non-refundable categories carefully:

4. Timeframes for Refund Requests

Timing is critical when submitting a refund request. Due to the perishable nature of food products, all refund requests must be submitted within the following timeframes:

• Food Quality Issues: Requests must be submitted within 24 hours of receiving your order. Requests submitted after this window may not be eligible for a refund.
• Missing or Incorrect Items: Requests must be submitted within 24 hours of receiving your order.
• Undelivered Orders: If your order has not arrived within the stated delivery window, please contact us within 48 hours of the expected delivery time.
• Duplicate Charges or Billing Errors: Billing discrepancies must be reported within 7 business days of the transaction date.
• Allergen or Dietary Errors: These must be reported within 24 hours of receiving the order to allow for proper documentation and investigation.

Refund requests submitted outside of these timeframes will be reviewed at our sole discretion, and we cannot guarantee a refund will be issued for late submissions.

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

To request a refund, please follow the steps outlined below. Following this process carefully will help us resolve your concern as quickly as possible.

1. Gather Your Information: Before contacting us, have the following details ready:
   • 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
   • Photographs or other supporting evidence, if applicable
2. Contact Us: Reach out to our customer support team via one of the following methods:
   • Email: [email protected]
   • Website: choptnow.rest
3. Submit Your Request: Clearly state that you are requesting a refund and provide all relevant details, including your order number, the issue you experienced, and any photographic evidence.
4. Receive a Confirmation: Once your request is received, you will receive a confirmation acknowledgment within 1–2 business days. This confirmation will include a reference number for your request.
5. Review and Decision: Our team will review your request and supporting documentation. We aim to provide a decision within 3–5 business days of receiving all necessary information.
6. Refund Issuance: If your refund is approved, it will be processed according to the timeframes described in Section 7 of this policy.

6. Partial Refunds

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

• Only a portion of your order was incorrect, missing, or unsatisfactory.
• The food was partially consumed before the issue was identified.
• The issue affected only one item within a multi-item order.
• The order was delivered with minor deviations from the original specification that do not justify a full refund.
• A discount or promotional credit was applied to the original order.

The amount of a partial refund will be determined at our discretion based on the nature and extent of the issue reported. We will communicate the partial refund amount to you before processing.

7. 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 promptly on our end, the time for the credit to appear in your account may vary depending on your bank or financial institution. We are not responsible for delays caused by third-party financial processors.

8. Exchange Policy

Due to the perishable and time-sensitive nature of food products, we do not offer traditional item exchanges. However, if you received an incorrect item or if your order was unsatisfactory, we may, at our discretion, offer one of the following remedies in lieu of a monetary refund:

• Order Replacement: We may offer to remake and redeliver your order at no additional charge, subject to operational availability and delivery area constraints.
• Store Credit: In some cases, we may offer store credit equivalent to the value of the affected item(s), redeemable on a future order placed through choptnow.rest.

Exchange or replacement requests are subject to the same eligibility conditions and timeframes outlined in Sections 2 and 4 of this policy. Store credits issued as part of an exchange are valid for 90 days from the date of issuance and cannot be redeemed for cash.

9. Cancellation Policy

We understand that plans can change. The following cancellation terms apply to orders placed through our platform:

9.1 Standard Orders

Orders may be cancelled without penalty within 5 minutes of being placed, provided that food preparation has not yet commenced. To cancel your order, please contact us immediately at [email protected] or visit choptnow.rest.

9.2 Orders Already in Preparation

Once an order has entered the preparation phase, it cannot be cancelled, and no refund will be issued. You will receive a notification or confirmation indicating that your order is being prepared.

9.3 Pre-Scheduled or Catering Orders

For large or catering orders scheduled in advance, cancellations must be made at least 48 hours before the scheduled fulfillment 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 50% of the order total. Cancellations made less than 24 hours before the scheduled fulfillment time will not be eligible for a refund.

9.4 Force Majeure

In the event that Chopt must cancel your order due to circumstances beyond our control, including but not limited to natural disasters, severe weather, power outages, or supply chain disruptions, you will receive a full refund or store credit at your preference.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate your concern through the following steps:

1. Internal Escalation: Submit a written escalation request to [email protected] with the subject line "Refund Dispute Escalation." Include your original reference number and a detailed explanation of your concerns. Our management team will review your case within 5 business days.
2. Chargeback with Your Financial Institution: If you believe you have been incorrectly charged and we have not resolved your concern satisfactorily, you have the right under United States consumer protection law (including the Fair Credit Billing Act for credit card holders) to dispute the charge directly with your bank or credit card issuer.
3. FTC Complaint: Consumers in the United States may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov if they believe their consumer rights have been violated.
4. State Consumer Protection Agencies: Depending on your state of residence, you may also have recourse through your state's consumer protection office. For example, California residents may contact the California Department of Consumer Affairs in addition to CCPA rights regarding personal data.
5. Mediation or Arbitration: We encourage resolution through direct communication; however, unresolved disputes may be subject to binding arbitration under the rules of the American Arbitration Association (AAA), consistent with our Terms of Service.

11. Third-Party Delivery Platforms

If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), your refund request may need to be directed to that platform in accordance with their individual refund policies. Chopt is not directly responsible for refunds or disputes arising from orders placed through third-party platforms, though we will cooperate with investigations as required.

We recommend contacting the third-party platform directly for the fastest resolution. If you believe the issue is attributable specifically to a food preparation error by Chopt, please also contact us at [email protected] so we can address the underlying concern.

12. Policy Updates

Chopt reserves the right to modify this Refund Policy at any time. Changes will be posted on our website at choptnow.rest with an updated effective date. Continued use of our services following any modifications constitutes your acceptance of the revised policy. We encourage customers to review this policy periodically.

13. Contact Information for Refund Requests

If you have any questions about this Refund Policy or wish to initiate a refund request, please contact our customer support team using the information below: