Refund Policy

Last Updated: June 9, 2026

1. Introduction

At Chopt, we are committed to delivering fresh, high-quality food experiences to every customer. We understand that issues can occasionally arise with orders, and we want to ensure that your experience with us is as satisfying as possible. This Refund Policy outlines the circumstances under which refunds, replacements, or credits may be issued, as well as the procedures for requesting them.

This policy applies to all orders placed through our website at chopt-meal.click and any affiliated ordering platforms. As a food service business operating in the United States, our policy is designed in accordance with applicable federal and state consumer protection laws, including those enforced by the Federal Trade Commission (FTC) under the FTC Act.

2. Refund Eligibility Conditions

Not all orders will automatically qualify for a refund. We evaluate each refund request on a case-by-case basis. You may be eligible for a full or partial refund under the following conditions:

• Incorrect Order: You received items that do not match what you ordered (wrong items, missing components, or wrong quantities).
• Food Quality Issues: The food you received was spoiled, inedible, or clearly did not meet reasonable quality standards at the time of delivery or pickup.
• Allergic Ingredient Errors: You received food containing ingredients you explicitly excluded due to dietary restrictions or allergies, provided such information was clearly communicated at the time of ordering.
• Order Not Received: Your order was never delivered and there is no confirmation of delivery to the correct address.
• Significant Delivery Delay: Your order was delivered so late that the food was no longer suitable for consumption, provided the delay was not caused by circumstances outside our control (e.g., severe weather, natural disasters).
• 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.

Refund eligibility is determined solely at the discretion of Chopt, based on the evidence provided and the nature of the complaint.

3. Timeframes for Refund Requests

To be considered for a refund, your request must be submitted within the following timeframes:

Requests submitted outside these timeframes will generally not be accepted. We strongly encourage customers to inspect their orders immediately upon receipt and to contact us promptly if any issue is identified.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds under any conditions. These include:

• Orders that have already been consumed in full or in significant part without any complaint raised at the time of consumption.
• Dissatisfaction based solely on personal taste preferences, provided the order was prepared correctly according to specifications.
• Promotional items, complimentary add-ons, or items received as part of a discount offer.
• Orders affected by delivery delays caused by the customer (e.g., incorrect address provided, failure to be present at the delivery location).
• Gift cards and prepaid meal credits once redeemed.
• Customization requests that were fulfilled as instructed by the customer.
• Delivery fees, service fees, and applicable taxes are generally non-refundable unless the order itself qualifies for a full refund.
• Orders cancelled after food preparation has already begun (see Section 8: Cancellation Policy).

5. How to Request a Refund

To initiate a refund request, please follow these steps carefully:

1. Step 1 – Document the Issue: Take clear photographs or screenshots of the problem. This may include photos of the incorrect item, spoiled food, missing components, or any billing discrepancy.
2. Step 2 – Contact Us: Reach out to our customer support team via email at [email protected]. Use the subject line: "Refund Request – [Your Order Number]".
3. Step 3 – Provide Required Information: In your message, include the following details:
   • Full name and contact information
   • Order number or confirmation number
   • Date and time of the order
   • A clear description of the issue
   • Supporting photos or documentation
   • Your preferred resolution (refund, replacement, or credit)
4. Step 4 – Await Confirmation: Our team will acknowledge your request within 1–2 business days and may ask for additional information if needed.
5. Step 5 – Resolution: Once your request is reviewed and approved, we will notify you of the outcome and process the refund or alternative resolution accordingly.

6. Refund Processing Times by Payment Method

Once a refund has been approved by our team, the time it takes to reflect in your account depends on your original payment method:

Please note that Chopt processes refunds promptly on our end; however, the time for the funds to appear in your account is ultimately determined by your bank or payment provider. If you have not received your refund after the indicated timeframe, we recommend contacting your financial institution directly before reaching out to us.

7. Partial Refunds

In some situations, a partial refund may be issued rather than a full refund. Partial refunds may apply in the following circumstances:

• Only some items in a multi-item order were incorrect or missing, and the rest of the order was satisfactory.
• A portion of the food was consumed before the issue was identified.
• The issue reported is considered minor and does not warrant a full refund (e.g., a minor customization error that did not significantly impact the meal).
• Delivery fees or service charges are excluded from the refund when the food issue is isolated to one item in the order.
• A refund is approved but applicable promotional discounts or credits have already been applied to the original order.

The amount of a partial refund will be calculated based on the specific items or services affected and will be communicated to the customer prior to processing.

8. Exchange and Replacement Policy

Where a refund may not be the most practical solution — particularly in cases of incorrect items or preparation errors — Chopt may offer a replacement or exchange as an alternative resolution. Please note the following conditions:

• Replacements are offered at our discretion and are subject to ingredient and item availability at the time of the request.
• Replacement requests must be made within 2 hours of receiving the original order.
• If a replacement is offered and accepted by the customer, no further monetary refund will be issued for that item.
• Replacement orders may be subject to delivery time and availability constraints. Chopt is not responsible for delays in replacement delivery caused by external factors.
• Exchanges are not available for items that were prepared correctly but are being returned based on personal preference.

If you prefer a monetary refund over a replacement, please indicate this preference clearly when submitting your refund request.

9. Cancellation Policy

We understand that plans change, and we aim to accommodate cancellation requests wherever possible. However, due to the perishable nature of food preparation, our cancellation policy is as follows:

9.1 Orders Not Yet in Preparation

If you wish to cancel your order and food preparation has not yet begun, you may be eligible for a full refund. To request a cancellation under these conditions, contact us immediately at [email protected] with your order number.

9.2 Orders Already in Preparation

Once food preparation has commenced, cancellation is generally not possible, and no refund will be issued for the food items. This is due to the immediate perishable nature of our products and the resources already committed to fulfilling your order. A partial refund may be considered for service fees if the order has not yet been dispatched for delivery.

9.3 Scheduled and Pre-Orders

For scheduled orders or pre-orders, cancellations must be made at least 60 minutes before the scheduled preparation time to qualify for a full refund. Cancellations made after this window will be treated in the same manner as orders already in preparation.

9.4 Technical Cancellations

If an order is cancelled due to a system error, payment processing failure, or an issue on our end, a full refund will be issued automatically within the standard processing timeframe.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Chopt provides a structured dispute resolution process to ensure fairness and transparency:

10.1 Internal Escalation

If your initial refund request was denied or if you believe the resolution offered was insufficient, you may request an internal escalation review by emailing [email protected] with the subject line: "Refund Dispute – [Your Order Number]". Please include your original request and any additional information supporting your claim. Our escalation team will review your case within 5–7 business days.

10.2 Chargeback and Credit Card Disputes

You have the right to dispute a charge with your credit card company or bank if you believe the charge was unauthorized or erroneous. However, we encourage customers to attempt resolution with us directly before initiating a chargeback. Chargebacks initiated without prior contact with Chopt may result in additional review processes and potential delays.

10.3 Consumer Protection Resources

As a consumer in the United States, you have rights protected by federal and state law. You may file a complaint with the following agencies if you believe your consumer rights have been violated:

• Federal Trade Commission (FTC): www.ftc.gov — for unfair or deceptive business practices.
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov — for payment and billing-related disputes.
• Your State Attorney General's Office: For state-level consumer protection complaints.
• Better Business Bureau (BBB): www.bbb.org — for filing business complaints and seeking mediation.

10.4 Governing Law

This Refund Policy and any disputes arising from it shall be governed by the laws of the United States and the applicable state law where Chopt operates. Any legal proceedings shall be conducted in the appropriate courts of jurisdiction.

11. Special Circumstances and Force Majeure

Chopt shall not be held liable for refunds arising from circumstances beyond our reasonable control, including but not limited to natural disasters, extreme weather events, power outages, public health emergencies, civil unrest, or third-party delivery service failures. In such cases, we will make every reasonable effort to offer alternative resolutions, such as store credit, rescheduling, or partial compensation, at our discretion.

12. Policy Amendments

Chopt reserves the right to update or modify this Refund Policy at any time without prior notice. Changes will be effective immediately upon posting to our website at chopt-meal.click. The date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our services following any changes constitutes acceptance of the revised policy.

13. Contact Information for Refund Requests

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