Refund Policy

At Chopt, we are committed to delivering fresh, high-quality food and an outstanding customer experience. We understand that issues can occasionally arise with orders, and we want to make sure every concern is handled fairly and efficiently. Please read this Refund Policy carefully to understand your rights and our procedures regarding refunds, cancellations, and exchanges.

1. Overview

This Refund Policy applies to all purchases and orders made through our website chopt-food.click, our mobile applications, third-party delivery platforms, and directly at our locations. By placing an order with Chopt, you agree to the terms outlined in this policy. This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission Act (FTC Act) and relevant state statutes.

Because we serve freshly prepared food items, our refund process is specifically designed to address the unique nature of perishable goods while still ensuring that customers are treated fairly when genuine issues occur.

2. Eligibility Conditions for Refunds

We evaluate each refund request on a case-by-case basis. You may be eligible for a full or partial refund under the following circumstances:

• Incorrect Order: You received an item that was different from what you ordered (wrong protein, dressing, toppings, or base).
• Missing Items: One or more items from your confirmed order were not included in your delivery or pickup bag.
• Food Quality Issues: The food received was spoiled, contaminated, undercooked, or otherwise unsafe to consume at the time of delivery or pickup.
• Allergen-Related Errors: An item was prepared with an ingredient you specifically excluded due to a documented food allergy or dietary restriction noted on your order.
• Order Never Received: You did not receive your order and there is no record of successful delivery or pickup fulfillment.
• Significant Delay: Your order was delivered significantly outside the promised delivery window, rendering the food unacceptable in quality or temperature.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.

3. Timeframes for Refund Requests

To ensure we can properly investigate and resolve your concern, refund requests must be submitted within the following timeframes:

Requests submitted outside these windows may not be honored unless exceptional circumstances are demonstrated and verified by our customer service team.

4. Non-Refundable Items and Services

Due to the perishable nature of our products and the preparation processes involved, the following are generally non-refundable:

• Food items that have been fully consumed before a complaint is reported
• Customized or special-request items that were prepared exactly as specified by the customer
• Delivery fees charged by third-party courier services (subject to those platforms' own policies)
• Service charges, platform fees, or convenience fees processed by third-party applications
• Promotional items or complimentary add-ons provided at no cost
• Gift cards, loyalty rewards, or store credit once redeemed
• Orders where the customer provided an incorrect delivery address resulting in non-delivery
• Items affected by customer mishandling after receipt

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

Follow these steps to submit a refund request with Chopt:

1. Step 1 — Gather Your Order Information: Locate your order confirmation number, the date and time of the order, the items ordered, and the payment method used. If possible, take clear photographs of any incorrect, missing, or unsatisfactory items.
2. Step 2 — Contact Our Customer Support Team: Reach out to us via email at [email protected] or visit chopt-food.click to access our customer support portal. Include your order number and a brief description of the issue in your message.
3. Step 3 — Submit Supporting Documentation: Attach any relevant photos, screenshots of the order confirmation, or other documentation that supports your claim. Photographic evidence is strongly recommended for quality or accuracy issues.
4. Step 4 — Await Confirmation: Our team will send you an acknowledgment email within 1–2 business days confirming receipt of your request and providing a reference number for your case.
5. Step 5 — Review and Decision: Our customer service team will review your submission and may follow up with additional questions. A final decision will typically be communicated within 3–5 business days of receiving all necessary information.
6. Step 6 — Refund Issuance: If your request is approved, the refund will be processed according to the method and timeline described in Section 6 of this policy.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly upon approval, the actual credit appearing on your statement may take additional time depending on your financial institution. Chopt is not responsible for delays caused by banks or payment processors once the refund has been initiated on our end.

7. Partial Refunds

In some cases, a partial refund may be issued rather than a full refund. Partial refunds may be applicable under the following conditions:

• Only one or a few items in your order were incorrect or missing (rather than the entire order)
• A portion of the food was consumed before the issue was identified
• The issue affected only part of a customized item (e.g., one incorrect topping among many correct ones)
• The inconvenience caused was minor and did not render the entire order unusable
• A discount or promotional price had been applied to the original order

The amount of a partial refund will be calculated based on the retail value of the affected item(s) or a reasonable proportion thereof, as determined by our customer service team. We may also offer store credit or a discount on a future order in lieu of a monetary partial refund.

8. Exchange Policy

Due to the fresh, made-to-order nature of our food products, traditional item exchanges (returning one physical product for another) are generally not practical. However, we handle food-related concerns as follows:

• In-Store Orders: If you have received an incorrect item at one of our locations and you are still on the premises, please notify a team member immediately. We will remake your order at no additional charge, subject to availability of ingredients.
• Delivery and Pickup Orders: If an item is incorrect due to our error, we will either offer a replacement on your next order, issue store credit of equivalent value, or process a refund for the affected item. Physical returns of food items are not required or accepted for health and safety reasons.
• Loyalty or Rewards Redemptions: If a redeemed reward item was incorrect or missing, we will restore the applicable points or credits to your account upon verification.

9. Cancellation Policy

Our kitchen team begins preparing your order almost immediately after it is confirmed. As a result, our cancellation window is limited:

9.1 Online and App Orders

You may cancel an online or app-based order within 5 minutes of placing it, provided preparation has not yet commenced. To cancel, contact us immediately at [email protected] or use the cancellation option within the app if available. If the order has already entered preparation, cancellation may not be possible and a refund will not be issued.

9.2 Scheduled or Pre-Orders

For orders scheduled in advance, cancellations must be made at least 2 hours before the scheduled pickup or delivery time to be eligible for a full refund. Cancellations made within the 2-hour window may be subject to a cancellation fee or may only qualify for store credit.

9.3 Catering and Group Orders

Catering and large group orders require a minimum of 48 hours notice for cancellation to receive a full refund. Cancellations made between 24 and 48 hours in advance may receive a partial refund of up to 50%. Cancellations made with less than 24 hours notice are non-refundable, as ingredients and preparation resources will have already been allocated and purchased.

10. Orders Placed Through Third-Party Platforms

If you placed your order through a third-party delivery platform such as Uber Eats, DoorDash, Grubhub, or similar services, please be aware that:

• The platform's own refund and cancellation policy may apply in addition to or instead of this policy
• Refund requests for delivery issues (e.g., late delivery, delivery to wrong address) should be directed to the platform's customer support
• For food quality issues originating from our preparation, you may contact either the platform or Chopt directly at [email protected]
• Refunds processed by third-party platforms are subject to their own timelines and procedures, which are outside our control

11. Dispute Resolution Process

We are dedicated to resolving all customer concerns promptly and amicably. If you are unsatisfied with the outcome of your refund request, please follow our dispute resolution process:

11.1 Internal Escalation

If your initial refund request is denied or you believe the resolution offered is insufficient, you may request an escalated review. Submit a written appeal to [email protected] with the subject line "Refund Dispute — [Your Order Number]". Please include your original case reference number, a summary of the issue, and the reason you are disputing the initial decision. Our senior customer experience team will review escalated cases within 5 business days.

11.2 Consumer Protection Resources

As a customer in the United States, you have the right to file complaints with the following agencies if you believe your consumer rights have been violated:

• Federal Trade Commission (FTC): www.ftc.gov — for general consumer protection concerns
• State Attorney General's Office: Applicable to the state in which the transaction occurred
• Better Business Bureau (BBB): www.bbb.org

11.3 Chargebacks

We encourage you to contact us directly before initiating a chargeback with your bank or credit card issuer. While you have the right to dispute charges through your financial institution, we prefer to resolve issues directly and can often do so more quickly. Customers who initiate chargebacks before contacting us may have their accounts reviewed and future ordering privileges assessed.

11.4 Governing Law

This Refund Policy is governed by the laws of the United States, including applicable FTC regulations. Any disputes not resolved through our internal escalation process shall be subject to binding arbitration in accordance with the arbitration clause found in our Terms of Service, available on chopt-food.click.

12. Policy Updates

Chopt reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at chopt-food.click with a revised effective date. Continued use of our services following the posting of changes constitutes your acceptance of the updated policy. We encourage customers to review this policy periodically.

13. Contact Information

For all refund requests, inquiries, and customer support matters, please reach out to us using the contact details below. Our customer service team is available Monday through Friday, 9:00 AM to 6:00 PM (Eastern Time).

This Refund Policy was last updated on June 12, 2026. It applies to all transactions made through chopt-food.click and associated ordering channels. This policy does not limit your rights under applicable federal or state consumer protection law.