Refund Policy

Effective Date: June 5, 2026

1. Overview

At Chopt, we are committed to delivering fresh, high-quality food and an exceptional dining experience to every customer. We understand that issues can occasionally arise with orders, and we have established this comprehensive Refund Policy to ensure fair and transparent resolution of any concerns related to your purchase.

This policy applies to all orders placed through our website at cafe-chopt.click, via phone, or in person at our location. Please review the following terms carefully to understand your rights and our obligations regarding refunds, exchanges, and cancellations.

2. Eligibility Conditions for Refunds

Refunds may be issued under the following circumstances:

• Incorrect Order: You received an item that does not match what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup order.
• Food Quality Issues: The food provided was spoiled, contaminated, or otherwise unfit for consumption upon receipt.
• Allergen Mislabeling: An item was incorrectly labeled or described regarding allergen content, and you were adversely affected as a result.
• Order Not Received: You paid for an order that was never delivered or made available for pickup through no fault of your own.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Significant Preparation Error: The order was prepared in a manner substantially different from how it was described, including incorrect customization or dietary accommodation failures.

To be eligible for a refund, the issue must be reported to us within the applicable timeframe described in Section 3 below. Refunds will not be issued for dissatisfaction based solely on personal preference when the order was prepared correctly as requested.

3. Timeframes for Refund Requests

We maintain specific timeframes within which refund requests must be submitted in order to be considered valid. The following timeframes apply:

Requests submitted after these timeframes may be reviewed on a case-by-case basis at Chopt's sole discretion, but we cannot guarantee approval outside of these windows. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issue is identified.

4. Non-Refundable Items and Services

The following are generally not eligible for refunds:

• Food items that have been fully consumed or substantially eaten, except where a documented food safety or quality concern exists.
• Custom or heavily personalized menu items where the preparation followed the specifications provided by the customer.
• Promotional or discounted items purchased as part of a limited-time offer, unless the item was defective or incorrect.
• Gift cards and prepaid vouchers once redeemed or partially used.
• Delivery fees charged by third-party delivery platforms (these are governed by the respective platform's own refund policy).
• Tip amounts or gratuities added to the order at the customer's discretion.
• Orders where the customer provided incorrect delivery address information resulting in non-delivery.
• Dissatisfaction based on personal taste preferences when the order was correctly prepared.

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

To request a refund from Chopt, please follow the steps below:

1. Step 1 — Document the Issue: Take clear photographs of the item(s) in question if applicable (e.g., incorrect item, missing portion, visible quality issue). Keep your original order receipt or confirmation email.
2. Step 2 — Contact Us Promptly: Reach out to our customer support team within the applicable timeframe using one of the following methods:
   • Email: [email protected]
   • Website: cafe-chopt.click
3. Step 3 — Provide Required Information: When contacting us, please include the following details:
   • Full name of the person who placed the order
   • Order number or confirmation number
   • Date and time of the order
   • Description of the issue experienced
   • Photos or supporting documentation (if applicable)
   • Preferred refund method (original payment method or store credit)
4. Step 4 — Review and Confirmation: Our team will review your request and contact you within 2–3 business days to confirm receipt and advise you on the status of your refund request.
5. Step 5 — Resolution: Once approved, your refund will be processed according to the payment method used, as outlined in Section 6 below. You will receive a confirmation email once the refund has been initiated.

6. Refund Processing Times by Payment Method

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

Please note that while we initiate refunds promptly upon approval, the time it takes for funds to appear in your account is ultimately determined by your financial institution or card issuer. Chopt is not responsible for delays caused by third-party banks or payment processors. If you have not received your refund within the stated timeframe, please contact your bank before reaching out to us.

7. Partial Refunds

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

• Only one or a few items from a multi-item order were incorrect or missing, while the rest of the order was fulfilled correctly.
• A food quality issue affected only part of the order.
• The customer partially consumed an item before discovering an issue.
• A promotional discount or coupon was applied to the original order, in which case the refund will reflect the actual amount paid for the affected item(s).
• A catering order was partially completed or delivered, and only a portion of the services were not rendered.

The amount of any partial refund will be determined by Chopt based on the value of the items or services affected, and customers will be notified of the partial refund amount before it is processed. We aim to be fair and transparent in all partial refund determinations.

8. Exchange Policy

Where a refund is not the preferred resolution, Chopt may offer an exchange or replacement as an alternative remedy. Our exchange policy operates as follows:

• Incorrect Items: If you received the wrong item, we will offer to prepare and provide the correct item at no additional charge, subject to availability, or issue a full refund for that item.
• Quality Issues: If a food item does not meet our quality standards, we will offer a replacement item of equal value.
• Missing Items: Missing items may be re-fulfilled during your next visit or included with a subsequent delivery order, at our discretion and with customer agreement.

Exchanges are subject to the same reporting timeframes outlined in Section 3. Please note that exchanges are not available for items that have been fully consumed or where the issue cannot be reasonably verified. We reserve the right to assess each exchange request individually and to offer store credit as an alternative when a direct exchange is not feasible.

9. Cancellation Policy

We understand that circumstances can change, and we aim to accommodate cancellation requests where operationally possible.

9.1 Standard Orders

• Orders may be cancelled for a full refund if the cancellation request is submitted within 5 minutes of placing the order, before food preparation has begun.
• Once food preparation has commenced, cancellations cannot be accepted, and no refund will be issued for standard orders.
• If an order has already been dispatched for delivery, cancellation is not possible, and you will be charged for the full order amount.

9.2 Catering and Large Group Orders

• Catering orders may be cancelled with a full refund if the cancellation is made at least 72 hours (3 business days) before the scheduled delivery or pickup time.
• Cancellations made between 24 and 72 hours before the event may receive a 50% refund of the total order value.
• Cancellations made less than 24 hours before the scheduled time are non-refundable, as ingredients and preparation will have already begun.

9.3 Scheduled or Pre-Ordered Items

For pre-orders placed in advance for a specific date or time, cancellations must be made at least 48 hours before the scheduled fulfillment time to be eligible for a full refund.

To cancel an order, please contact us immediately via email at [email protected] or through our website at cafe-chopt.click, providing your order number and reason for cancellation.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Chopt provides the following dispute resolution process:

10.1 Internal Escalation

If your initial refund request has been denied or you believe the resolution offered is inadequate, you may request an escalation by contacting us directly at [email protected] with the subject line "Refund Dispute — Escalation Request". Please include your original claim details and a clear explanation of why you believe the decision should be reconsidered. Our management team will review escalated disputes within 5–7 business days and provide a final written decision.

10.2 Chargeback Rights

As a consumer in the United States, you retain the right to dispute a charge with your credit card issuer or bank under applicable consumer protection laws, including protections provided by the Fair Credit Billing Act (FCBA). We encourage customers to attempt resolution directly with Chopt before initiating a chargeback, as we are committed to resolving issues fairly and promptly. However, we respect your right to pursue this option if our internal process does not provide a satisfactory outcome.

10.3 Consumer Protection Agencies

If you believe your consumer rights have been violated, you may file a complaint with the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General Office or local Department of Consumer Affairs

10.4 Governing Law

This Refund Policy shall be governed by and construed in accordance with the laws of the United States and the applicable state laws of the jurisdiction in which the order was placed or fulfilled. Any disputes not resolved through the internal escalation process shall be subject to binding arbitration or small claims court proceedings as appropriate under applicable law.

11. Special Circumstances

Chopt recognizes that exceptional circumstances may arise, including but not limited to natural disasters, severe weather events, public health emergencies, or other force majeure events that may affect order fulfillment. In such cases, we will work with customers individually to reach a fair resolution, which may include store credit, rescheduling, or a full refund at our discretion. We are committed to acting in good faith in all circumstances.

12. Modifications to This Policy

Chopt reserves the right to modify, update, or amend this Refund Policy at any time. Any changes will be posted on our website at cafe-chopt.click with a revised effective date. Your continued use of our services following the posting of any changes constitutes your acceptance of the revised policy. We encourage you to review this policy periodically to stay informed of any updates.

13. Contact Information for Refund Requests

For all refund requests, questions about this policy, or customer service inquiries, please contact us using the following information:

This Refund Policy was last updated on June 5, 2026. For the most current version, please visit cafe-chopt.click.