Refund Policy

Effective Date: June 9, 2026  |  Last Updated: June 9, 2026

1. Introduction

Chopt ("we," "us," or "our") operates the website chopt-meal.rest and provides food ordering services to customers across the United States. We understand that issues can occasionally arise with food orders, and we strive to resolve any concerns promptly and fairly. This Refund Policy outlines the terms and conditions under which refunds, partial refunds, cancellations, and exchanges may be granted.

By placing an order through our website or any associated platform, you agree to the terms set forth in this policy. This policy is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and where applicable, state-level consumer protection statutes.

For any questions regarding this policy, please contact us at:
Email: [email protected]
Website: chopt-meal.rest

2. Eligibility Conditions for Refunds

Not all orders automatically qualify for a refund. To be eligible for a full or partial refund, your situation must meet one or more of the following conditions:

• Incorrect Order: You received items that differ materially from what you ordered (wrong items, missing items, or wrong quantities).
• Food Quality Issues: The food delivered was spoiled, contaminated, undercooked, overcooked, or otherwise unfit for consumption at the time of delivery or pickup.
• Order Not Received: Your order was confirmed and charged but never delivered or made available for pickup within a reasonable timeframe without notice from our team.
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error.
• Allergen-Related Errors: Your order contained an allergen you explicitly noted in your special instructions or dietary preferences, which was not disclosed or was added in error.
• Significant Delay: Your order was delivered more than 45 minutes past the estimated delivery time without prior notification, and you no longer wish to accept the order.

Refund eligibility is assessed on a case-by-case basis. We reserve the right to request supporting documentation, such as photographs of the food or order receipt, to verify a claim before processing a refund.

3. Non-Refundable Items and Services

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

• Orders where the customer simply changed their mind after preparation has begun.
• Customization errors caused by incorrect information provided by the customer at the time of ordering.
• Promotional or discounted items purchased as part of a limited-time offer, unless the item itself was defective or incorrect.
• Delivery fees and service fees, except in cases where the order was not delivered at all through no fault of the customer.
• Orders that have been fully consumed before a complaint is made, unless a food safety concern is documented.
• Gift cards, loyalty points, or digital credits purchased through our platform.
• Orders where the customer provided an incorrect delivery address and the order was delivered to that address.
• Orders refused by the customer at the door without a valid, verifiable reason related to our error.

4. Timeframes for Refund Requests

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

Requests submitted outside of these timeframes may be reviewed at our discretion, but we cannot guarantee approval. We strongly encourage customers to report issues as soon as they are identified.

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

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

1. Step 1 — Gather Your Information: Before reaching out, collect the following details:
   • Your full name and contact information
   • Your order number or confirmation email
   • The date and time of your order
   • A clear description of the issue
   • Photographs of the incorrect or unsatisfactory food (if applicable)
2. Step 2 — Contact Us: Submit your refund request via email at [email protected]. In the subject line, write: "Refund Request – Order #[Your Order Number]".
3. Step 3 — Describe Your Issue: In the body of your message, provide a detailed description of what went wrong, including which items were affected, the nature of the problem, and your preferred resolution (refund, replacement, or store credit).
4. Step 4 — Attach Supporting Evidence: If applicable, attach photographs, screenshots, or any other documentation that supports your claim.
5. Step 5 — Await Confirmation: Our customer service team will acknowledge your request within 1–2 business days. We may follow up with additional questions to clarify your claim.
6. Step 6 — Resolution: Once we have reviewed your request and any supporting materials, we will notify you of our decision and, if approved, initiate the refund process.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds depends on your original payment method. Please refer to the table below for estimated timelines:

Please note that while we process refunds promptly on our end, the actual time for funds to appear in your account is determined by your bank or financial institution, which is beyond our control. If you have not received your refund after the stated timeframe, we recommend contacting your bank first, and then reaching out to us at [email protected] if the issue persists.

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 your order was incorrect, missing, or unsatisfactory, while the remainder was delivered correctly and in acceptable condition.
• The food quality was below standard for some items but acceptable for others within the same order.
• A significant delivery delay occurred, but the customer chose to accept and consume the order.
• A promotional discount or coupon was applied to the order, and only the net amount paid for the affected items will be refunded.
• An order was cancelled after preparation had already begun, in which case a partial refund reflecting the preparation costs incurred may be issued.

The amount of any partial refund will be calculated based on the actual value of the affected items as listed on your order receipt, minus any applicable fees already incurred. We will clearly communicate the amount and reason for any partial refund at the time of our decision.

8. Exchange Policy

Due to the perishable nature of food products, traditional exchanges (returning a product in exchange for a different one) are generally not possible for completed food orders. However, we do offer the following alternatives in appropriate circumstances:

• Order Replacement: If your order contained incorrect items, we may, at our discretion, offer to prepare and deliver a replacement order at no additional charge, subject to availability and operational feasibility.
• Store Credit: In lieu of a monetary refund, we may offer store credit to your Chopt account, which can be applied to a future order. Store credits do not expire and have no cash value.
• Complimentary Item: For minor issues, such as a missing side item or condiment, we may offer a complimentary item on your next order rather than processing a monetary refund.

Our team will work with you to find the most appropriate and satisfactory resolution. Customer satisfaction is our priority, and we will always try to offer a fair and reasonable solution.

9. Cancellation Policy

Order cancellations are subject to the following terms depending on the stage at which the cancellation request is made:

9.1 Cancellation Before Preparation Begins

If you request a cancellation within 5 minutes of placing your order and preparation has not yet started, you are entitled to a full refund of the order amount, including any delivery fees paid.

9.2 Cancellation After Preparation Has Begun

If your order has already entered the preparation stage at the time of your cancellation request, we may issue only a partial refund. The refunded amount will reflect any portion of the order value for which costs have not yet been incurred. In some cases, no refund may be possible once preparation is fully underway.

9.3 Cancellation After Dispatch (Delivery Orders)

Once your order has been dispatched for delivery, cancellations are generally not accepted. If you refuse the delivery at the door without a valid reason related to our error (e.g., wrong address entered by customer), you will not be eligible for a refund.

9.4 Cancellation by Chopt

In the event that we are unable to fulfill your order due to ingredient unavailability, technical issues, or other operational reasons, we will notify you as soon as possible and issue a full refund to your original payment method within the timeframes specified in Section 6.

To request a cancellation, please contact us immediately at [email protected] or through the order management features on our website at chopt-meal.rest.

10. Dispute Resolution Process

We are committed to resolving all refund-related concerns amicably and efficiently. If you are not satisfied with our response to your refund request, the following dispute resolution process applies:

10.1 Internal Escalation

If your initial refund request is denied or you disagree with our decision, you may escalate the matter by sending a formal written dispute to [email protected] with the subject line "Formal Dispute – Order #[Your Order Number]". A senior member of our team will review your case within 5 business days and provide a final determination.

10.2 Chargeback Rights

Customers retain the right to initiate a chargeback with their credit card provider or bank if they believe a charge was unauthorized or fraudulent. However, we encourage customers to first attempt to resolve the matter directly with us, as chargebacks may result in delays and additional complications. We cooperate fully with all legitimate chargeback investigations.

10.3 Consumer Protection Agencies

If you remain unsatisfied after exhausting our internal dispute resolution process, you may file a complaint with applicable consumer protection authorities, including:

• The Federal Trade Commission (FTC) at ftc.gov
• The Consumer Financial Protection Bureau (CFPB) at consumerfinance.gov
• Your state's Attorney General's Office or consumer protection agency
• The Better Business Bureau (BBB)

10.4 Governing Law

This Refund Policy and any disputes arising hereunder shall be governed by the laws of the United States and applicable state laws. Any legal proceedings shall be conducted in a jurisdiction mutually agreed upon by the parties, or as determined by applicable law.

11. Special Circumstances

We recognize that exceptional situations may arise that fall outside the standard terms of this policy. In cases of documented food safety emergencies, verified health incidents related to our food, or other extraordinary circumstances, we will work directly with the affected customer to provide an appropriate resolution, which may include a full refund, complimentary future orders, or other remedies as deemed appropriate.

Chopt reserves the right to modify this Refund Policy at any time. Changes will be posted to our website at chopt-meal.rest, and continued use of our services after such changes constitutes acceptance of the updated policy.

12. Contact Information for Refund Requests

For all refund requests, cancellations, disputes, or general inquiries related to this policy, please reach out to our customer support team using the contact details below:

This Refund Policy was last updated on June 9, 2026, and is effective as of the same date. Chopt reserves the right to update or amend this policy at any time without prior notice. The most current version will always be available at chopt-meal.rest.