Refund Policy

At Chopt, we are committed to delivering fresh, high-quality food and an exceptional customer experience. We understand that sometimes things do not go as expected, and we want to make sure you feel confident when placing an order with us. Please read this Refund Policy carefully to understand your rights and our procedures regarding refunds, exchanges, and cancellations.

1. Overview

This Refund Policy applies to all purchases and orders made through our website new-chopt.click, our mobile applications, or directly through our restaurant locations. By placing an order with Chopt, you agree to the terms outlined in this policy. We reserve the right to update or modify this policy at any time, and any changes will be reflected on this page with an updated effective date.

Because our products are perishable food items, our refund policy is designed to balance customer satisfaction with the inherent nature of fresh food preparation. We take every complaint seriously and will work diligently to resolve any issues in a fair and timely manner.

2. Eligibility Conditions for Refunds

To be eligible for a refund, the following conditions must generally be met:

• Your order was placed through an official Chopt channel (website, app, or in-store).
• The issue is reported within the applicable timeframe described in Section 3 below.
• You provide sufficient documentation (such as photos, order confirmation number, or a written description) to support your claim.
• The problem falls under one or more of the following qualifying circumstances:
  • You received the wrong item(s) or your order was incomplete.
  • The food was in an unacceptable condition upon delivery (e.g., spoiled, contaminated, or damaged during transit).
  • You experienced a confirmed food quality issue (e.g., foreign object found in food).
  • A technical error on our platform resulted in a duplicate charge or incorrect billing.
  • Your order was never delivered despite confirmation of placement and payment.
  • A significant error was made in the preparation of a customized order that does not meet your specified requirements (e.g., allergen-related mistakes).

Refunds will not be granted based solely on a change of preference after an order has been prepared or delivered. Because our food is made fresh to order, we are unable to accept returns of consumed or partially consumed meals unless a quality or safety issue is identified.

3. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve your concern. Please adhere to the following timeframes when submitting a refund request:

Requests submitted outside these timeframes may not be eligible for a full refund, though we will evaluate each situation individually at our discretion. We strongly encourage customers to inspect their orders promptly upon receipt.

4. Non-Refundable Items and Situations

Certain items, services, and circumstances are not eligible for refunds. These include but are not limited to:

• Fully consumed meals where no quality or safety defect has been reported.
• Change of mind after an order has been prepared or is in the process of delivery.
• Customization errors that were the result of incorrect information provided by the customer during ordering.
• Promotional or discounted items that were clearly marked as non-refundable at the time of purchase.
• Gift cards and store credit once they have been redeemed or used.
• Delivery fees charged by third-party delivery services (e.g., DoorDash, Uber Eats, Grubhub), as these are governed by the respective platform's own refund policies.
• Service fees and taxes that are non-recoverable under applicable law.
• Orders placed through third-party platforms — refunds for those must be requested directly with the platform from which the order was placed.

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

To initiate a refund request, please follow these steps:

1. Gather Your Information: Collect your order confirmation number, the date and time of your order, your payment method, and any supporting evidence such as photographs of the issue.
2. Contact Us: Reach out to our customer support team via email at info@new-chopt.click or visit our website at new-chopt.click. You may also submit your request in person at any Chopt location.
3. Describe the Issue: Provide a clear and detailed description of the problem. Include the specific item(s) affected, what you expected versus what you received, and any health or safety concerns if applicable.
4. Submit Documentation: Attach any relevant photos, screenshots, or receipts to your email or refund form submission. This will help us expedite the review process.
5. Await Confirmation: Our customer support team will acknowledge receipt of your request within 1–2 business days and may follow up with additional questions if needed.
6. Resolution: Once our team has reviewed your case, we will notify you of our decision and, if approved, initiate the refund process. You will receive a confirmation email outlining the refund amount and method.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, your financial institution may require additional time to post the credit to your account. Chopt is not responsible for any delays caused by banks or payment processors. If you have not received your refund within the timeframe listed above, please first check with your bank before contacting us.

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 a portion of the items in your order were incorrect or missing.
• The food was partially consumed before a quality issue was discovered.
• A discount, promotional code, or store credit was applied to the original order, reducing the net amount eligible for refund.
• The issue affected only specific components of a customized meal rather than the entire order.
• Delivery was completed but significantly delayed, resulting in a partial compensation rather than a full refund.

The exact amount of any partial refund will be determined at our discretion based on the nature and extent of the issue reported. We aim to be fair and transparent in all our assessments.

8. Exchange Policy

Due to the perishable nature of our food products, we do not offer traditional item exchanges in the same way a retail store might. However, we understand that errors happen, and we want to make things right. Our exchange policy works as follows:

• Wrong Item Received: If you received an item different from what you ordered and you are at one of our physical locations, we will remake your order at no additional charge, subject to ingredient availability.
• Online Orders: For online or delivery orders, if you received the wrong item, we will offer either a replacement order (for local pickup or next order credit) or a full refund for the affected items.
• Allergen or Dietary Requirement Error: If we made an error with an allergen or dietary restriction specified in your order (e.g., included an ingredient you marked as an allergen), we will prioritize your health and safety and immediately offer a full replacement or refund.

Exchanges are subject to the same reporting timeframes outlined in Section 3 of this policy. We reserve the right to refuse exchanges that do not meet our eligibility criteria.

9. Cancellation Policy

We begin preparing your order almost immediately after it is placed to ensure freshness and timely delivery. As a result, our cancellation window is very limited:

• Online Orders: You may cancel your order within 5 minutes of placement for a full refund, provided preparation has not yet begun. After this window, cancellations may not be possible.
• In-Store Orders: Once an in-store order has been submitted to our kitchen staff, it cannot be cancelled. Please verify your order carefully before submitting.
• Scheduled or Pre-Orders: If you have placed a scheduled order for a future time, you may cancel up to 30 minutes before the scheduled pickup or delivery time for a full refund.
• Catering and Large Group Orders: Cancellations for catering or bulk orders must be made at least 48 hours in advance of the scheduled service time. Cancellations made less than 48 hours in advance may be subject to a cancellation fee of up to 50% of the total order value to cover preparation costs and ingredient commitments.

To cancel an order, please contact us immediately at info@new-chopt.click or call us directly. We cannot guarantee cancellation after the applicable window has passed, but we will do our best to accommodate your request.

10. Dispute Resolution Process

We hope to resolve all refund-related concerns amicably and efficiently through direct communication. If you are not satisfied with the outcome of your refund request, the following dispute resolution process applies:

Step 1: Internal Escalation

If your initial refund request was denied or you believe the resolution offered was inadequate, you may escalate your concern by emailing info@new-chopt.click with the subject line "Refund Dispute – [Your Order Number]." Please include all relevant documentation and a clear explanation of why you believe the initial decision should be reconsidered. A senior member of our customer experience team will review your case within 5 business days.

Step 2: Chargeback and Payment Disputes

If you believe you have been charged incorrectly and we have been unable to resolve the issue, you have the right to contact your bank or credit card issuer to dispute the charge. Under the Fair Credit Billing Act (FCBA), consumers in the United States have the right to dispute billing errors on credit card statements. We encourage you to exhaust our internal resolution process before initiating a chargeback, as chargebacks may result in delays and additional complications.

Step 3: Consumer Protection Agencies

As a business operating in the United States, we adhere to all applicable consumer protection laws, including standards enforced by the Federal Trade Commission (FTC). If you believe your consumer rights have been violated, you may file a complaint with:

• Federal Trade Commission (FTC): www.ftc.gov
• Better Business Bureau (BBB): www.bbb.org
• Your state's Attorney General office for consumer affairs.

Step 4: Informal Mediation

Before pursuing any formal legal action, both parties agree to attempt resolution through good-faith negotiation or informal mediation. This step is intended to save time and resources for all parties involved.

11. Special Circumstances

We recognize that certain situations may fall outside the scope of our standard refund policy. These may include but are not limited to events caused by circumstances beyond our control, such as severe weather, natural disasters, supply chain disruptions, or public health emergencies. In such cases, Chopt will evaluate refund eligibility on a case-by-case basis and endeavor to find a fair solution for affected customers.

Additionally, if you have a medical condition or severe food allergy and you believe our food contributed to an adverse health event, please contact us immediately. Your health and safety are our highest priority, and we will treat such reports with the utmost urgency and confidentiality.

12. Loyalty Program and Reward Points

If a refunded order was associated with loyalty points earned through our rewards program, the following applies:

• Points earned on refunded transactions will be deducted from your loyalty account upon confirmation of the refund.
• If you used reward points as part of payment and a refund is issued, the monetary value equivalent will be refunded to your original payment method or as store credit, at our discretion.
• Bonus points or promotional rewards that were granted as part of a special offer are not eligible for cash redemption and will not be refunded as cash value.

13. Contact Information for Refund Requests

If you have any questions about this Refund Policy or wish to submit a refund request, please do not hesitate to reach out to our customer support team using the contact details below:

Our customer support team is available Monday through Friday, 9:00 AM – 6:00 PM (Eastern Time). We strive to respond to all inquiries within 1–2 business days. For urgent food safety or health-related concerns, please mark your email as "URGENT" in the subject line to ensure prompt attention.

14. Policy Updates

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