Refund Policy

Last Updated: June 26, 2026

1. Introduction

Thank you for choosing Chuys for your dining and food ordering experience. We take great pride in the quality of our food and the level of service we provide to every customer. However, we understand that issues can occasionally arise, and we want to ensure that every concern is addressed fairly and promptly.

This Refund Policy applies to all purchases and orders made through our website (chuysgrill.rest), via telephone, or in person. By placing an order with us, you agree to the terms outlined in this policy. If you have any questions or concerns, please do not hesitate to contact us at [email protected].

This policy is governed by the laws of the United States and applicable state consumer protection regulations, including the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive acts or practices in commerce. We are committed to complying with all applicable federal and state laws regarding consumer refunds and returns.

2. Eligibility Conditions for Refunds

Not all orders or situations automatically qualify for a refund. To be eligible for a refund from Chuys, the following conditions must generally be met:

• Incorrect Order: You received items that are different from what you ordered (e.g., wrong dish, wrong ingredients, missing items from a combo).
• Food Quality Issues: The food you received was spoiled, undercooked, overcooked to the point of being inedible, or otherwise not prepared to a reasonable standard of quality.
• Allergic Reactions / Undisclosed Ingredients: You experienced an allergic reaction due to an ingredient that was not disclosed, despite you having notified us of your allergy at the time of ordering.
• Missing Items: One or more items from your order were missing upon delivery or pickup, and you did not receive them.
• Damaged Packaging: Food items arrived in a condition that made them unsafe or unsuitable for consumption due to damaged or compromised packaging that was the result of our error or a delivery partner error.
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error on our part.
• Order Not Received: You did not receive your delivery order within a reasonable timeframe, and the order was confirmed as lost or undelivered through no fault of your own.

To be eligible, you must notify us within the applicable timeframe described in Section 3 below. Refund requests made after the specified deadlines may not be honored except in exceptional circumstances at our sole discretion.

3. Timeframes for Refund Requests

Timely reporting of issues is essential to allow us to investigate and resolve your concern efficiently. The following timeframes apply to refund requests:

Requests submitted outside of these timeframes will be reviewed on a case-by-case basis, and we reserve the right to deny refunds for late reports unless there are extenuating circumstances.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds under this policy. These include, but are not limited to:

• Change of Mind: Orders that have been prepared and are not eligible for a refund simply because you changed your mind or no longer want the food after it has been prepared.
• Consumed Food: Items that have been substantially consumed cannot be returned or refunded, except in cases of documented food quality or safety concerns.
• Customized Orders: Meals that were specially customized to your specific requests (e.g., specific ingredient substitutions, portion modifications) that were fulfilled as requested.
• Catering Deposits: Non-refundable deposits paid for catering services as outlined in the catering agreement, once food preparation has commenced.
• Promotional or Discounted Items: Items purchased as part of a limited-time promotion or at a heavily discounted rate may be non-refundable as indicated at the time of sale.
• Gift Cards and Vouchers: Gift cards, vouchers, and store credits are non-refundable once purchased or redeemed.
• Delivery Fees: Delivery fees are generally non-refundable unless the non-delivery was caused by an error on our part or our delivery partner's part.
• Tips and Gratuities: Tips and service charges added to your order are non-refundable.

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

We have made the refund request process as straightforward as possible. Please follow the steps below to submit your refund request:

1. Step 1 — Gather Your Information: Before contacting us, please have the following information ready:
   • Your full name
   • Your order number or receipt
   • The date and time of your order
   • The specific items in question
   • A clear description of the issue
   • Photographs of the food or packaging (if applicable — strongly recommended for quality or damage issues)
2. Step 2 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: chuysgrill.rest
3. Step 3 — Provide Details: In your message or form submission, clearly explain the nature of the issue, provide your order details, and attach any supporting photos or documentation.
4. Step 4 — Acknowledgment: Our customer service team will acknowledge receipt of your request within 1–2 business days.
5. Step 5 — Review and Investigation: We will review your request, which may include contacting the relevant kitchen team, delivery partner, or reviewing your order records. This process typically takes 2–5 business days.
6. Step 6 — Resolution: Once we have completed our review, we will contact you with our decision. If your refund is approved, we will process it according to the timelines described in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to appear in your account depends on your original payment method. Please review the estimated timelines below:

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 a portion of your order was incorrect, missing, or of poor quality, while the remainder of your order was satisfactory.
• You consumed a significant portion of the food before reporting an issue, and the claim relates only to a part of the order.
• A discount, coupon, or promotional credit was applied to the original order; the refund will be calculated based on the amount actually paid for the specific item(s) in question.
• A catering order was partially completed or delivered, and only a portion of the order was affected by the issue.
• Delivery fees, taxes, or service charges are not refunded when only individual food items are being refunded.

The amount of a partial refund will be determined by Chuys based on a fair assessment of the value of the unsatisfactory portion of your order. We will communicate the partial refund amount to you before processing it.

8. Exchange Policy

Where possible and appropriate, we prefer to resolve issues through an exchange or replacement rather than a monetary refund. Our exchange policy works as follows:

• Dine-In: If your meal was prepared incorrectly or does not meet quality standards during your dine-in visit, please notify your server immediately. We will prepare a replacement dish for you at no additional charge.
• Pickup Orders: If you discover an issue with your pickup order within 1 hour of collection, please contact us immediately. If you are able to return to our location, we will prepare a replacement. If returning is not feasible, a refund or store credit will be offered.
• Delivery Orders: Due to the nature of food delivery, physical exchanges are generally not available. In cases of incorrect or unsatisfactory delivery orders, we will process a refund or offer a credit toward your next order.
• Catering Orders: Exchanges or replacements for catering orders will be handled on a case-by-case basis, depending on the availability of ingredients, timing, and the nature of the issue.

Exchanges are subject to the same eligibility conditions and timeframes described in Sections 2 and 3 of this policy.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy varies depending on the type of order:

9.1 Standard Online and Phone Orders

• Orders may be cancelled for a full refund if the cancellation request is made before the order enters preparation (typically within 5–10 minutes of placing the order, depending on our current order volume).
• Once food preparation has begun, cancellations may not be accepted, or only a partial refund may be issued to cover items not yet prepared.
• To cancel an order, please contact us immediately at [email protected] or call us directly. Time is critical — the sooner you contact us, the better we can accommodate your request.

9.2 Catering and Large Group Orders

• Cancellation 7 or more days before the scheduled event: Full refund of any deposit or prepayment made, minus any non-refundable booking fee as specified in your catering agreement.
• Cancellation 3–6 days before the scheduled event: 50% refund of the total prepayment. The remaining 50% will be forfeited to cover ingredient procurement and preparation costs already incurred.
• Cancellation less than 48 hours before the scheduled event: No refund will be issued, as ingredients will have been sourced and preparation will have begun.
• Rescheduling: If you need to reschedule a catering order rather than cancel it entirely, please contact us as early as possible. We will do our best to accommodate date changes subject to availability, with no penalty if notice is provided at least 5 days in advance.

9.3 Third-Party Platform Orders

Orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, or Grubhub) are subject to those platforms' respective cancellation and refund policies. Please contact the relevant platform directly for cancellation requests on such orders. Chuys will cooperate with any legitimate investigation initiated by these platforms.

10. Dispute Resolution Process

We are committed to resolving all refund and order disputes amicably and efficiently. If you are not satisfied with the outcome of a refund request, you have the following options:

10.1 Internal Escalation

If you are not satisfied with the initial response from our customer service team, you may request to escalate your concern to a senior manager or supervisor. Please clearly state in your communication that you wish to escalate the matter. A senior team member will review your case within 3–5 business days and provide a final decision.

10.2 Chargeback Rights

As a consumer in the United States, you may have the right to dispute a charge with your bank or credit card provider through the chargeback process. However, we encourage you to contact us first to resolve the matter directly, as this is typically faster and simpler for both parties. We will cooperate fully with any legitimate chargeback investigation.

10.3 Consumer Protection Agencies

If you believe your consumer rights have been violated, you may file a complaint with the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-FTC-HELP (1-877-382-4357)
• Your state's Attorney General office — for state-specific consumer protection matters
• Better Business Bureau (BBB): www.bbb.org

10.4 Informal Mediation

Should a dispute not be resolved through internal escalation, both parties agree to attempt good-faith informal mediation before pursuing any formal legal action. This process involves both parties making a genuine effort to negotiate a fair resolution.

11. Special Circumstances

We recognize that extraordinary situations may arise, and we are committed to treating every customer with fairness and compassion. In the following special circumstances, we will make every reasonable effort to accommodate your needs:

• Health and Safety Concerns: If you believe the food you received posed a health or safety risk, please contact us and the appropriate local health authorities immediately. We take all food safety concerns extremely seriously and will investigate them thoroughly.
• Natural Disasters or Emergencies: In the event of a natural disaster, public health emergency, or other extraordinary events that prevent the fulfillment of an order, we will work with affected customers to provide appropriate refunds or credits.
• System Errors: If a technical error on our website results in an incorrect order being placed or a duplicate charge being made, we will correct the error promptly and issue a full refund for any erroneous charges.

12. Contact Information for Refund Requests

For all refund requests, questions about this policy, or any concerns related to your order, please contact us using the following information:

13. Policy Updates

Chuys reserves the right to update, modify, or change this Refund Policy at any time. Any changes will be effective immediately upon posting the updated policy on our website at chuysgrill.rest. We encourage you to review this policy periodically to stay informed of any updates. The "Last Updated" date at the top of this page will reflect the most recent revision date.

Your continued use of our services following the posting of any changes constitutes your acceptance of the revised Refund Policy.