Refund Policy

Effective Date: June 20, 2026 | Last Updated: June 20, 2026

1. Introduction

Chopt ("we," "us," "our," or "the Company") operates as a food service business in the United States. We strive to provide fresh, high-quality meals and an excellent customer experience with every order. However, we understand that issues may occasionally arise, and we want to ensure you have a clear understanding of how we handle refund requests, order cancellations, and related concerns.

This Refund Policy applies to all purchases made through our website (chopt-cafe.rest), mobile ordering platforms, third-party delivery applications, and in-store transactions. By placing an order with Chopt, you agree to the terms outlined in this policy.

Our practices comply with applicable United States consumer protection laws, including the Federal Trade Commission Act (FTC Act), and relevant state-specific consumer protection regulations. Where applicable, California residents may have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and the California Civil Code.

2. Eligibility Conditions for Refunds

To be eligible for a refund, your request must meet one or more of the following conditions:

• Incorrect Order: You received an item that differs materially from what you ordered (e.g., wrong ingredients, wrong dish, wrong size).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food delivered or provided was spoiled, undercooked, contaminated, or otherwise unfit for consumption upon receipt.
• Allergen Concerns: Your order contained an allergen that was clearly specified as excluded at the time of ordering, posing a health risk.
• Failed Delivery: Your delivery order was never received due to a fault on our part or our delivery partner's part, and you have made reasonable efforts to locate the order.
• Duplicate Charges: You were charged more than once for the same order due to a technical error.
• Unauthorized Transaction: A charge appeared on your account that you did not authorize.
• Order Cancellation: You cancelled your order within the permissible cancellation window as described in Section 8 of this policy.

Refund eligibility is determined at the sole discretion of Chopt's customer service team based on the evidence and information provided by the customer.

3. Timeframes for Refund Requests

We ask that all refund requests be submitted within the following timeframes to ensure a prompt and effective resolution:

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for a refund:

• Change of Mind: Refunds will not be issued simply because you changed your mind about an order that was correctly prepared and delivered.
• Consumed Orders: If the majority of a meal has been consumed prior to raising a quality complaint, a refund may not be issued, except in documented food safety cases.
• Customization Errors by the Customer: If an incorrect customization (e.g., ingredients, dressings) was selected by the customer at the time of ordering and the order was prepared accordingly, no refund will be issued.
• Promotional and Discounted Items: Items purchased using a promotional discount, gift card, or special offer may not be eligible for a cash refund; store credit may be offered instead.
• Gift Cards and E-Vouchers: Purchases of gift cards or e-vouchers are non-refundable once issued.
• Delivery Fees: Delivery fees are generally non-refundable unless the failed delivery was due to Chopt's error or that of our delivery partner.
• Service Fees and Platform Fees: Third-party platform service fees charged by external delivery applications (e.g., DoorDash, Uber Eats, Grubhub) are subject to those platforms' respective refund policies and are not controlled by Chopt.
• Late Requests: Requests submitted outside the applicable timeframe specified in Section 3.

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

To initiate a refund request, please follow these steps:

1. Step 1 — Gather Your Information: Before contacting us, have the following ready:
   • Your order confirmation number or receipt
   • The date and time of your order
   • The specific item(s) you are requesting a refund for
   • A clear description of the issue
   • Photographic evidence, if applicable (e.g., incorrect item, food quality issue)
   • The payment method used for the transaction
2. Step 2 — Contact Us: Reach out to our customer service team using one of the following methods:
   • Email: [email protected]
   • Website: chopt-cafe.rest
3. Step 3 — Submit Your Claim: In your email or web form submission, clearly state:
   • Your full name and contact information
   • Your order number and order date
   • A detailed description of the problem
   • The resolution you are requesting (full refund, partial refund, replacement, store credit)
   • Any supporting photos or documentation
4. Step 4 — Await Review: Our customer service team will review your claim and may request additional information. You will receive an acknowledgment of your request within 1–2 business days.
5. Step 5 — Resolution: Once your claim is reviewed and approved, we will notify you of our decision and initiate the appropriate refund, credit, or replacement within the timeframes outlined in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will vary depending on the payment method used:

Please note that while we process refunds promptly upon approval, the exact time for funds to appear in your account may also depend on your bank or card issuer's processing times, which are outside our control.

7. Partial Refunds

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

• Only one or a few items from a multi-item order were affected by the reported issue.
• The food quality concern affected only part of the meal (e.g., a side dish was missing, but the main item was correctly prepared).
• The customer has already consumed part of the order before reporting a quality issue, but there is a documented and valid concern regarding the remainder.
• A promotional discount or coupon was applied to the original order, and the refund reflects the actual amount charged for the affected item(s) rather than the full retail price.
• Delivery fees will only be refunded if the delivery failure was entirely Chopt's fault or our delivery partner's fault.

The amount of any partial refund will be calculated based on the actual price paid for the affected item(s), excluding any non-refundable components such as delivery fees or service charges where applicable.

8. Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to balance flexibility for our customers with the operational realities of a food service business:

8.1 Online and App Orders

• Cancellation Window: Orders may be cancelled for a full refund within 5 minutes of placing the order, provided the kitchen has not yet begun preparing your meal.
• If preparation has already begun at the time of your cancellation request, a refund may not be issued, or only a partial refund may be considered at our discretion.
• To cancel an order, contact us immediately at [email protected] or call the restaurant directly. Speed is essential as food preparation begins quickly.

8.2 Catering and Group Orders

• Catering orders or large group orders require a minimum of 48 hours' notice for cancellation to receive a full refund.
• Cancellations made between 24 and 48 hours before the scheduled order time may be eligible for a 50% refund or store credit.
• Cancellations made with less than 24 hours' notice are generally non-refundable, as ingredients and preparation resources will have already been allocated.

8.3 Third-Party Platform Orders

If you placed your order through a third-party delivery platform (e.g., DoorDash, Uber Eats, Grubhub), cancellation requests must be directed to that platform. Chopt is unable to process cancellations or refunds for orders placed through third-party platforms; those are governed by each platform's individual policies.

9. Exchange Policy

Given the perishable nature of food products, traditional exchanges (returning a product in exchange for another) are handled differently compared to retail goods. Chopt's exchange policy works as follows:

• Incorrect Item Received: If you received an item that was not what you ordered, we will offer to prepare and deliver or have ready for pickup the correct item as soon as reasonably possible, subject to availability. If a replacement is not feasible, a full refund of the affected item(s) will be issued.
• In-Store Exchanges: If you are dining in or picking up an order and immediately identify an issue with your meal before consuming it, please notify our staff right away. We will endeavor to prepare a correct replacement on the spot.
• Quality Issues: In cases where the food quality is unsatisfactory (e.g., wilted greens, incorrect temperature), we will offer a replacement item or a refund, depending on the circumstances and availability.
• No Like-for-Like Swaps After Consumption: We are unable to offer exchanges or replacements for items that have been substantially consumed, except in documented food safety situations.

10. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request, or if you believe your complaint has not been adequately addressed, you have the following options for dispute resolution:

10.1 Internal Escalation

You may escalate your concern to a senior member of our customer service team by clearly stating in your follow-up communication that you wish to escalate your case. Include your original case or ticket number, a summary of the issue, and the reason you are dissatisfied with the initial response. We will review escalated cases within 5 business days.

10.2 Chargeback Rights

If you believe you have been incorrectly charged or that a fraudulent transaction occurred, you have the right to dispute the charge with your bank or credit card issuer. Under the Fair Credit Billing Act (FCBA), consumers in the United States have the right to dispute billing errors on credit card statements. Please note that initiating a chargeback without first attempting to resolve the matter directly with Chopt may result in your account being flagged.

10.3 Consumer Protection Agencies

You may also file a complaint with the following organizations if you believe your consumer rights have been violated:

• Federal Trade Commission (FTC): www.ftc.gov | reportfraud.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your State Attorney General's Office — for state-level consumer protection issues
• Better Business Bureau (BBB): www.bbb.org

10.4 Third-Party Mediation

For disputes that cannot be resolved through our internal process, Chopt is open to voluntary mediation with a neutral third party. Both parties must agree on the mediator, and each party will be responsible for their own costs unless otherwise agreed upon. Mediation shall take place in accordance with the rules of the American Arbitration Association (AAA) or another mutually agreed-upon mediation service.

10.5 Governing Law

This Refund Policy is governed by the laws of the United States and the applicable laws of the state in which Chopt is registered and operating. Any unresolved disputes shall be subject to the jurisdiction of the appropriate federal or state courts in the United States.

11. Special Circumstances

11.1 Allergic Reactions and Food Safety Incidents

If you experience an allergic reaction or food safety concern as a result of consuming a Chopt product, please seek medical attention immediately. After addressing your health needs, contact us as soon as possible at [email protected]. We take all food safety incidents seriously and will conduct an internal investigation. Refunds in such cases will be reviewed on a priority basis.

11.2 Force Majeure

In the event of circumstances beyond our reasonable control — including but not limited to natural disasters, extreme weather events, public health emergencies, or supply chain disruptions — Chopt reserves the right to modify, delay, or limit its refund obligations on a temporary basis. We will communicate any such changes to affected customers as promptly as possible.

11.3 Repeated Refund Requests

Chopt reserves the right to flag accounts that submit an unusually high volume of refund requests or that demonstrate patterns suggestive of policy abuse. In such cases, we may require additional documentation to process future claims and may, at our discretion, limit or decline refund requests.

12. Policy Amendments

Chopt reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at chopt-cafe.rest with a revised effective date. We encourage customers to review this policy periodically. Continued use of our services after a policy update constitutes your acceptance of the revised terms.

13. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please contact our customer service team: