Refund Policy

Effective Date: June 27, 2026  |  Last Updated: June 27, 2026

1. Introduction

Chopt ("we," "us," or "our") operates the website choptnow.digital and provides food ordering services to customers across the United States. We understand that issues may occasionally arise with your order, and we are dedicated to resolving them fairly and promptly.

This Refund Policy is incorporated into our Terms of Service and applies to all transactions made through our website, mobile application, or any other platform operated by Chopt. By placing an order with us, you agree to the terms outlined in this policy.

Our refund practices comply with applicable United States federal consumer protection laws, including the Federal Trade Commission (FTC) Act, as well as relevant state laws governing consumer transactions. If you reside in California, additional rights may apply to you under the California Consumer Privacy Act (CCPA/CPRA) and California consumer protection statutes.

2. Eligibility for Refunds

You may be eligible for a full or partial refund under the following circumstances:

• Incorrect Order: You received items that were different from what you ordered, including incorrect ingredients, missing customizations, or wrong menu items.
• Missing Items: One or more items from your order were not included in your delivery or pickup order.
• Food Quality Issues: The food delivered or prepared was of unacceptable quality, including but not limited to undercooked food, contaminated items, or food that poses a health and safety concern.
• Order Not Delivered: Your delivery order was never received, and our records confirm no successful delivery was completed.
• Significant Delivery Delay: Your order was delivered significantly later than the estimated delivery time, causing the food to be unusable or unsatisfactory.
• Duplicate Charges: You were charged more than once for the same order due to a technical error.
• Unauthorized Transactions: A charge was made to your payment method without your authorization.

3. Timeframes for Refund Requests

To be eligible for a refund, you must submit your refund request within the timeframes specified below:

Refund requests submitted outside of these timeframes may not be honored, except in extraordinary circumstances at our sole discretion.

4. 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 the order was prepared.
• Food items that have been partially or fully consumed, except where a quality or safety concern is identified.
• Customization errors caused by incorrect information provided by the customer at the time of ordering.
• Delivery fees, service fees, or platform fees, unless the order was not delivered due to our error.
• Promotional items, complimentary items, or items received as part of a special offer at no charge.
• Gift cards, vouchers, or store credits once redeemed.
• Orders affected by circumstances beyond our reasonable control, including extreme weather events, natural disasters, or government-mandated closures.
• Dissatisfaction based solely on personal taste preferences, where the order was prepared correctly and as described on the menu.

5. How to Request a Refund

Follow these steps to submit a refund request:

1. Step 1 – Gather Your Information: Before contacting us, have the following information ready:
   • Your full name and email address used during checkout
   • Your order number or confirmation number
   • The date and time of your order
   • A description of the issue
   • Photographs or supporting evidence (if applicable)
2. Step 2 – Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: choptnow.digital (use the Contact or Support form)
3. Step 3 – Submit Your Request: Provide all relevant information in your message, including your order number, a detailed description of the problem, and any photographs or documentation that support your claim. Clearly state whether you are requesting a full refund, partial refund, or a replacement order.
4. Step 4 – Await Confirmation: Our customer support team will acknowledge receipt of your refund request within 1 to 2 business days via email.
5. Step 5 – Review and Resolution: We will review your request and notify you of our decision within 3 to 5 business days. If additional information is needed, we will contact you to request it. Failure to provide requested information within 5 business days may result in the closure of your refund request.
6. Step 6 – Refund Issuance: If your refund request is approved, the refund will be processed according to the timelines outlined in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on the payment method used at the time of purchase:

Please note that while we process refunds promptly upon approval, the time for the funds to appear in your account is also subject to your financial institution's processing schedules. Chopt is not responsible for delays caused by third-party payment processors or banking institutions.

7. Partial Refunds

In certain circumstances, we may issue a partial refund rather than a full refund. Partial refunds may apply when:

• Only a portion of your order was incorrect, missing, or unsatisfactory.
• The food was partially consumed before a quality issue was identified.
• A delivery was significantly delayed but the food was still usable.
• A promotional discount or coupon was applied to the original order, reducing the refundable amount accordingly.
• Delivery fees or service charges are not subject to refund but the food items qualify for one.

The amount of a partial refund will be calculated based on the value of the affected items in your order. We will communicate the partial refund amount to you during the review process, and you will have the opportunity to accept or dispute the proposed amount before the refund is processed.

8. Exchange Policy

Due to the perishable nature of food products, direct item-for-item exchanges are generally not available for previously delivered or picked-up orders. However, where operationally feasible, we may offer the following alternatives in lieu of a monetary refund:

• Replacement Order: For qualifying issues such as incorrect or missing items, we may offer to prepare and deliver a replacement order at no additional charge, subject to availability and operating hours.
• Store Credit: We may issue store credit to your Chopt account equivalent to the value of the affected items, which can be applied to future orders.
• Discount Voucher: In some cases, we may offer a discount voucher for use on a future order as a goodwill gesture.

Exchange offers are made at our discretion and are subject to the same eligibility and timeframe requirements as standard refund requests.

9. Cancellation Policy

We understand that plans can change, and we aim to accommodate cancellation requests wherever possible. However, due to the nature of freshly prepared food, our cancellation window is limited.

9.1 Order Cancellation by the Customer

• Before Preparation Begins: You may cancel your order free of charge within 5 minutes of placing it, provided that our kitchen has not yet begun preparing your order. To cancel, contact us immediately at [email protected] or through the website.
• After Preparation Has Begun: Once our kitchen has started preparing your order, cancellations are generally not accepted, and refunds will not be issued. If you believe exceptional circumstances apply, please contact our support team.
• Scheduled Orders: Orders scheduled for a future date or time may be cancelled without charge up to 1 hour before the scheduled preparation time.

9.2 Order Cancellation by Chopt

We reserve the right to cancel any order in the following situations:

• An item on your order is unavailable or out of stock.
• The delivery address is outside our service area.
• There is a suspected fraudulent transaction.
• Operational issues prevent us from fulfilling the order safely.

In the event we cancel your order, you will receive a full refund of all amounts paid, processed within the timeframes listed in Section 6.

10. Dispute Resolution Process

We encourage customers to contact us directly to resolve any refund-related disputes before pursuing external remedies. We are committed to working with you in good faith to find a fair resolution.

10.1 Internal Dispute Resolution

If you are dissatisfied with the outcome of your refund request, you may request an escalated review by contacting our customer support team at [email protected] and clearly stating that you wish to escalate your complaint. An escalated review will be conducted by a senior member of our support team within 5 to 7 business days.

10.2 Chargeback and Payment Disputes

If you initiate a chargeback or payment dispute with your bank or credit card issuer before contacting us, this may affect our ability to resolve the matter directly. We encourage you to contact us first, as chargebacks can take significantly longer to resolve through financial institutions than our internal process. We will cooperate fully with any legitimate chargeback investigation.

10.3 Consumer Protection Agencies

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

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General Office or consumer protection agency.

California residents may additionally contact the California Department of Consumer Affairs or exercise their rights under the California Consumer Privacy Act (CCPA/CPRA) where applicable.

10.4 Governing Law

This Refund Policy and any disputes arising hereunder shall be governed by and construed in accordance with the laws of the United States and applicable state law. Any legal proceedings shall be conducted in the appropriate jurisdiction based on the applicable state laws of the location where services were rendered.

11. Fraud Prevention

Chopt takes fraudulent refund claims seriously. Any attempt to obtain a refund through false, misleading, or fraudulent means — including but not limited to falsely claiming non-delivery, misrepresenting order conditions, or submitting manipulated photographs — may result in:

• Permanent suspension of your account and ordering privileges.
• Reporting of fraudulent activity to relevant law enforcement agencies.
• Legal action to recover damages.

We reserve the right to decline refund requests where we have reasonable grounds to believe fraudulent activity is involved.

12. Modifications to This Refund Policy

Chopt reserves the right to modify this Refund Policy at any time. Any changes will be effective immediately upon posting to choptnow.digital. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage you to review this policy periodically. Your continued use of our services after any changes constitutes your acceptance of the revised policy.

13. Contact Information

For all refund requests, questions, or concerns related to this policy, please contact our customer support team using the information below: