Refund Policy

Effective Date: May 16, 2026  |  Last Updated: May 16, 2026

1. Overview

This Refund Policy applies to all purchases, orders, and transactions made through our website at chuys.rest, by phone, or in person at our establishment. By placing an order with Chuys, you agree to the terms outlined in this policy. We strive to resolve all refund and complaint matters in a fair, transparent, and timely manner in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act.

Chuys is committed to food quality and customer satisfaction. If you are not completely satisfied with your order, we encourage you to contact us as soon as possible so we can address your concerns promptly.

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 items that were different from what you ordered.
• Missing Items: One or more items from your order were not included at the time of delivery or pickup.
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise not meeting reasonable quality standards.
• Food Safety Concerns: You discovered foreign objects, allergens not disclosed on the menu, or other food safety issues.
• Order Not Delivered: Your delivery order was never received despite confirmation of placement and payment.
• Duplicate Charges: You were charged more than once for the same order.
• Technical Errors: A system or technical error resulted in an incorrect charge or order placement.

All refund requests are subject to review and verification by our team. We reserve the right to request photographic evidence, order confirmation details, or other supporting documentation before processing a refund.

3. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve your issue effectively. The following timeframes apply to all refund requests:

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for refunds:

• Orders that have been partially or fully consumed without a valid complaint being raised at the time of consumption.
• Changes in personal taste preferences after the order has been prepared and delivered.
• Customizations or special requests that were clearly communicated and fulfilled as requested.
• Promotional items, complimentary meals, or items provided free of charge.
• Gift cards and prepaid meal vouchers (unless required by applicable state law).
• Delivery fees charged by third-party delivery platforms (these must be addressed directly with the delivery service provider).
• Orders cancelled after food preparation has commenced (subject to Section 8 – Cancellation Policy).
• Gratuities or tips voluntarily added to the order.

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

Requesting a refund from Chuys is straightforward. Please follow these steps to ensure your request is processed as quickly as possible:

6. Refund Processing Times by Payment Method

Once your refund has been approved, processing times vary depending on your original payment method:

Please note that while we process refunds promptly on our end, your financial institution may require additional time to reflect the credit in your account. Chuys is not responsible for delays caused by banks or payment processors once the refund has been initiated on our side.

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 order was incorrect or missing, and the remainder of the order was satisfactory.
• The food quality issue affected only specific items in a larger order.
• The customer has already partially consumed the order before reporting the issue.
• A refund request is submitted outside the standard reporting window but within a reasonable extended period.
• The issue was caused by a third-party delivery service, and only partial compensation is recoverable.

The amount of a partial refund will be calculated based on the value of the affected items plus applicable taxes. Chuys reserves the right to determine the appropriate refund amount based on the circumstances of each individual case.

8. Exchange Policy

In situations where a refund may not be the most practical resolution — particularly for dine-in and pickup orders — Chuys may offer an exchange or replacement as an alternative. Our exchange policy works as follows:

• Incorrect Items: If you received the wrong item, we will prepare and provide the correct item as quickly as possible at no additional charge.
• Quality Issues: If your food does not meet our quality standards, we will remake the item and ensure it is prepared to your satisfaction.
• Missing Items: Missing items will be prepared and provided immediately upon verification for dine-in and pickup orders. For delivery orders, a credit or replacement arrangement will be made.

Exchanges are subject to the same eligibility conditions as refunds. We reserve the right to offer an exchange in lieu of a monetary refund where it is reasonably practical and acceptable to the customer.

9. Cancellation Policy

We understand that circumstances change, and you may need to cancel an order. Our cancellation policy is as follows:

Online and Phone Orders

• Cancellation Before Preparation Begins: If you cancel your order before food preparation has begun, you are entitled to a full refund of the amount paid.
• Cancellation After Preparation Begins: Once food preparation has commenced, we may not be able to offer a full refund. In such cases, we will review the situation and may offer a partial refund or store credit at our discretion.
• Cancellation After Dispatch (Delivery Orders): Orders that have already been dispatched for delivery cannot be cancelled. Please contact us immediately if you need assistance, and we will do our best to accommodate your situation.

Catering and Large Group Orders

• Cancellations made more than 48 hours before the scheduled event or pickup time are eligible for a full refund.
• Cancellations made between 24 and 48 hours before the scheduled time may be subject to a cancellation fee of up to 25% of the total order value.
• Cancellations made less than 24 hours before the scheduled time may result in a cancellation fee of up to 50% of the total order value, as food preparation will likely have already commenced.
• Same-day cancellations or no-shows for catering orders may not be eligible for a refund.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Chuys has a formal dispute resolution process to ensure all concerns are addressed fairly.

Step 1: Internal Escalation

Contact us again at [email protected] and clearly indicate that you wish to escalate your complaint. Reference your original refund request number or case ID. A senior member of our team will review your case within 3–5 business days and provide a written response.

Step 2: Formal Written Complaint

If the internal escalation does not resolve your concern, you may submit a formal written complaint via email to [email protected] with the subject line "Formal Complaint – Refund Dispute." We will respond within 10 business days with a final determination.

Step 3: Consumer Protection Agencies

If you remain unsatisfied after exhausting our internal dispute resolution process, you have the right to contact relevant consumer protection authorities, including:

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-FTC-HELP (1-877-382-4357)
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov (for payment-related disputes)
• Your state's Attorney General's consumer protection office
• Your credit card company or bank (to initiate a chargeback if applicable)

Step 4: Legal Action

In the unlikely event that a dispute cannot be resolved through the above channels, both parties agree to first attempt resolution through good-faith negotiation. Any legal proceedings will be governed by the laws of the United States and the applicable state law of the jurisdiction in which Chuys operates. Nothing in this policy limits your rights under applicable federal or state consumer protection laws.

11. Third-Party Delivery Platform Orders

If you placed your order through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), please note the following:

• Refund and dispute policies for third-party platform orders are primarily governed by the respective platform's own policies.
• We encourage you to contact the delivery platform's customer support first for issues related to delivery, missing items, or incorrect charges applied by the platform.
• For food quality concerns originating from our kitchen, please contact us directly at [email protected] so we can investigate and take appropriate action.
• Chuys is not responsible for delays, errors, or refusals made by third-party platforms regarding refunds.

12. California Residents — Additional Rights

If you are a resident of California, you may have additional rights under the California Consumer Privacy Act (CCPA) and the California Consumer Protection Act (CPRA). These rights include the right to access information about how your personal data is used in connection with transactions. For more information, please refer to our Privacy Policy at chuys.rest or contact us directly.

13. Modifications to This Policy

Chuys reserves the right to update, modify, or revise this Refund Policy at any time. Any changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically. Continued use of our services following any changes constitutes your acceptance of the revised policy.

14. Contact Information

If you have any questions, concerns, or wish to initiate a refund request, please do not hesitate to contact us using the information below:

This Refund Policy was last updated on May 16, 2026. All policies are subject to applicable federal and state laws of the United States.