Refund Policy

At Chopt, we are committed to delivering fresh, high-quality food and an exceptional customer experience. We understand that situations arise where a refund or order correction may be necessary. This Refund Policy outlines your rights, our obligations, and the procedures for requesting refunds, cancellations, exchanges, and resolving disputes related to purchases made through our website at choptnow.click or through any associated ordering platform. Please read this policy carefully before placing an order.

1. General Refund Philosophy

Because we serve perishable food products, our refund policy is designed to be fair, transparent, and practical. We take every complaint seriously and aim to resolve issues promptly and professionally. Our goal is your complete satisfaction with every order. We reserve the right to evaluate each refund request on a case-by-case basis to ensure we provide appropriate remedies while maintaining the integrity of our operations.

By placing an order through choptnow.click, you agree to the terms of this Refund Policy, which forms part of our overall Terms of Service.

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received items that are different from what you ordered (wrong salad, wrong protein, wrong toppings, or wrong dressing).
• Missing Items: Part of your order was not included in your delivery or pickup bag.
• Food Quality Issues: The food you received was spoiled, contaminated, undercooked, or otherwise unfit for consumption at the time of delivery or pickup.
• Allergen Concerns: An allergen-containing ingredient was included in your order despite a clearly documented allergy or dietary restriction noted at the time of ordering.
• Significant Delivery Delay: Your order was delivered so late that the food was no longer safe or enjoyable to consume, as determined by our customer support team.
• Duplicate Charge: You were charged more than once for the same order due to a technical or payment processing error.
• Order Not Received: Your delivery order was marked as delivered but was not received, and there is no evidence of delivery to your confirmed address.
• System or Technical Error: A technical error on our platform caused an unintended or erroneous charge.

Refund eligibility is subject to verification. We may request supporting documentation such as photos of the food, screenshots of your order confirmation, or other relevant evidence to process your claim.

3. Timeframes for Refund Requests

To qualify for a refund, you must contact us within the timeframes specified below. Requests submitted outside these windows may not be eligible for a refund at our discretion.

We strongly encourage you to review your order immediately upon receipt and contact us as soon as possible if you identify any issues. Timely reporting allows us to investigate more effectively and resolve your complaint faster.

4. Non-Refundable Items and Services

Certain items and circumstances are excluded from our refund policy. The following are generally not eligible for a refund:

• Change of Mind: Refunds are not issued simply because you changed your mind about your order after it has been prepared.
• Consumed Food: If more than half of the food has been consumed and you then raise a quality complaint, a refund may be denied or reduced.
• Customization Errors by the Customer: If you made an error during the ordering process (e.g., selected the wrong dressing or forgot to add an ingredient) and the order was correctly prepared based on what you submitted, a refund will generally not be issued, though we may offer a goodwill gesture.
• Delivery Fees: Third-party delivery fees are non-refundable unless the order was never delivered or a significant delivery error occurred.
• Promotional or Discounted Items: Items purchased at a steep discount, as part of a promotional giveaway, or using reward points may not be eligible for a cash refund.
• Gift Cards: Chopt gift cards or store credits are non-refundable and cannot be exchanged for cash.
• Late Requests: Refund requests submitted beyond the eligible timeframes outlined in Section 3 are generally not honored.

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

To request a refund, please follow the steps below. A complete and accurate submission will help us resolve your claim as quickly as possible.

1. Step 1 – Gather Your Information: Before reaching out, collect your order confirmation number, the date and time of your order, your delivery or pickup address, and any supporting documentation (e.g., photos of the incorrect or defective food, screenshots of charges).
2. Step 2 – Contact Our Support Team: Reach out to us via email at [email protected]. In the subject line, write "Refund Request – [Your Order Number]."
3. Step 3 – Provide Details: In your message, clearly describe the issue, the items affected, the amount you believe should be refunded, and attach any relevant photos or documents.
4. Step 4 – Await Confirmation: You will receive an acknowledgment of your request within 1–2 business days. We will review your claim and may follow up with additional questions.
5. Step 5 – Resolution: Once our review is complete, we will notify you of our decision via email. If approved, we will initiate the refund to your original payment method or issue store credit, depending on the nature of the claim.

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. The following are estimated processing times:

Please note that while we initiate refunds promptly upon approval, the actual posting of funds to your account is controlled by your bank or payment provider and may vary. If you do not see your refund within the expected timeframe, please contact your financial institution before reaching out to us.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only one or a few items in a multi-item order were incorrect or missing.
• The food had a minor quality issue that did not affect the entire order.
• Some portion of the food was consumed before the issue was identified.
• The customer contributed to the issue (e.g., incorrect address provided for delivery).
• A promotional discount was applied to the order and the refund is calculated on the net price paid.

The amount of a partial refund will be determined by our customer support team based on the specific circumstances of your complaint. We will communicate the refund amount clearly before processing.

8. Exchange Policy

Due to the perishable nature of our food products, we are generally unable to offer a traditional exchange (i.e., returning food and receiving a replacement item at the same time). However, we do offer the following remedies as alternatives to cash refunds in appropriate situations:

• Replacement Order: In cases where an order was clearly incorrect or significantly flawed, we may offer to prepare and deliver or make available for pickup a corrected replacement order at no additional charge.
• Store Credit: We may issue store credit equivalent to the value of the affected items, which can be applied to a future order at choptnow.click.
• Chopt Rewards Points: In some cases, we may add bonus points to your rewards account as a goodwill gesture or in lieu of a monetary refund.

The availability of a replacement or exchange will depend on our operational capacity at the time of the complaint and the nature of the issue. Please contact us at [email protected] to discuss your options.

9. Cancellation Policy

We begin preparing your order almost immediately after it is placed. For this reason, our cancellation window is very limited.

9.1 Online Orders

• Within 5 Minutes of Placing the Order: You may request a cancellation and receive a full refund if your order has not yet entered the preparation stage.
• After 5 Minutes: Once preparation has begun, cancellations are generally not accepted. In exceptional circumstances, please contact us immediately, and we will do our best to accommodate your request.

9.2 Scheduled or Advance Orders

If you have placed an advance or scheduled order, you may cancel it up to 30 minutes before the scheduled preparation time for a full refund. Cancellations made less than 30 minutes before the scheduled time may be subject to a cancellation fee or may not be eligible for a refund.

9.3 Catering and Group Orders

For catering or large group orders, cancellation terms may differ and will be specified at the time of order. Generally, catering orders require at least 24 hours' notice for cancellation. Cancellations made within 24 hours of a catering order may incur a fee of up to 50% of the total order value.

To cancel an order, contact us as soon as possible at [email protected] with your order number and cancellation reason.

10. Dispute Resolution Process

We are committed to resolving any refund-related disputes fairly and efficiently. If you are not satisfied with our initial response to your refund request, please follow this escalation process:

1. Step 1 – Initial Contact: Contact our customer support team at [email protected]. Most issues are resolved at this stage within 2–5 business days.
2. Step 2 – Escalation Request: If you are dissatisfied with the initial resolution, reply to our email response and request escalation to a senior customer experience representative. Include the phrase "Escalation Request" in your subject line.
3. Step 3 – Formal Written Complaint: If the escalation does not resolve the matter to your satisfaction, you may submit a formal written complaint by email to [email protected] with the subject line "Formal Refund Dispute." We will respond in writing within 10 business days.
4. Step 4 – External Remedies: If you remain unsatisfied after completing the above steps, you may file a complaint with relevant consumer protection authorities, including the Federal Trade Commission (FTC) at ftc.gov/complaint, your state's Attorney General office, or a small claims court in your jurisdiction, as applicable under United States consumer protection law.

11. Consumer Rights Under Applicable Law

This Refund Policy does not limit any statutory rights you may have under applicable United States federal or state law. Depending on your location, you may have additional consumer protection rights. For example:

• The Federal Trade Commission Act (FTC Act) prohibits unfair or deceptive business practices, and we are fully committed to compliance.
• If you are located in California, you may have additional rights under the California Consumer Protection Laws and the California Civil Code.
• Various state consumer protection statutes across the United States may provide additional remedies for dissatisfied customers.

Nothing in this policy is intended to waive, override, or limit any rights you have under applicable law.

12. Chargebacks and Payment Disputes

If you believe you have been incorrectly charged, we strongly encourage you to contact us directly before initiating a chargeback with your bank or credit card company. We can often resolve billing disputes faster than the formal chargeback process, which can take 30–90 days or more.

If a chargeback is initiated without prior contact with our support team, and we determine that the original charge was valid, we reserve the right to dispute the chargeback and provide evidence of the transaction and order fulfillment to the relevant financial institution. Repeated or fraudulent chargeback attempts may result in restrictions on your account and future orders.

13. Modifications to This Policy

Chopt reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to choptnow.click. We will update the "Last Updated" date at the top of this page whenever changes are made. We encourage you to review this policy periodically. Continued use of our website and ordering services after changes have been posted constitutes your acceptance of the revised policy.

14. Contact Information for Refund Requests

For all refund requests, questions about this policy, or any billing concerns, please contact our customer support team using the information below. We are here to help and will respond as promptly as possible.

This Refund Policy was last updated on June 26, 2026, and applies to all orders placed through choptnow.click and associated ordering channels operated by Chopt.