Refund Policy

Last Updated: June 24, 2026

1. Introduction

At Chuys, we are deeply committed to delivering an exceptional dining and ordering experience to every customer. We take great pride in the quality of our authentic Mexican food, and your satisfaction is our highest priority. We understand that there may be occasions where an order does not meet your expectations, and this Refund Policy has been created to ensure a fair, transparent, and straightforward process for resolving such situations.

This policy applies to all orders placed through our website chuysmexfood.click, including online food orders for delivery, takeout, and any prepaid catering or event services. All refund requests are handled in accordance with applicable United States federal consumer protection laws, including the Federal Trade Commission (FTC) Act, as well as applicable state laws.

2. Eligibility Conditions for Refunds

We want to make the refund process as accessible and fair as possible. You may be eligible for a full or partial refund under the following conditions:

• Your order was incorrect — items you received do not match what you ordered.
• Your order was incomplete — one or more items from your order were missing upon delivery or pickup.
• The food you received was of unacceptable quality — including spoiled, contaminated, or improperly prepared items.
• Your order was never delivered within the estimated delivery window and no satisfactory resolution was provided by the delivery service.
• You were charged incorrectly — including duplicate charges or billing errors.
• You placed an order that was cancelled by Chuys due to unavailability of items or operational issues.

Refund eligibility is assessed on a case-by-case basis. Chuys reserves the right to request supporting documentation, such as photographs of incorrect or substandard food items, to facilitate the review process.

3. Timeframes for Refund Requests

To ensure that all refund requests can be properly reviewed and validated, we require that requests be submitted within the following timeframes:

Refund requests submitted outside these timeframes may not be honored. We strongly encourage customers to review their orders immediately upon receipt and contact us promptly if any issues are identified.

4. Non-Refundable Items and Services

While we strive to be accommodating, certain items and circumstances are not eligible for a refund:

• Orders that have been fully consumed without a valid quality complaint reported at the time of consumption.
• Refund requests based solely on personal taste preferences that differ from our standard menu preparation.
• Orders where the customer provided an incorrect delivery address leading to failed delivery.
• Delivery fees and service charges (unless the order was never delivered due to our fault).
• Promotional or discounted items purchased as part of a limited-time offer, unless there is a verifiable quality issue.
• Prepaid catering orders cancelled less than 72 hours before the scheduled event.
• Custom or special dietary requests that were accommodated as specified but still did not meet subjective customer expectations.

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

Requesting a refund with Chuys is simple. Please follow the steps below to ensure your request is processed efficiently:

1. Gather Your Information: Before contacting us, please have the following details ready:
   • 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, missing, or substandard items (if applicable)
2. Contact Our Customer Support Team: Reach out to us through one of the following channels:
   • Email: [email protected]
   • Website: chuysmexfood.click
3. Submit Your Refund Request: Provide all relevant information, including your order number, a description of the issue, and any supporting photos or documentation. The more detail you provide, the faster we can assist you.
4. Receive a Confirmation: Our team will acknowledge receipt of your refund request within 1-2 business days and provide you with a reference number for tracking purposes.
5. Review and Decision: Our customer service team will review your request and may follow up with additional questions. A decision will be communicated to you within 3-5 business days.
6. Refund Issued: If your request is approved, the refund will be processed to your original payment method within the timeframes outlined below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to reflect in your account depends on your original payment method. The following table outlines our standard processing times:

Please note that while we initiate the refund on our end promptly, the actual timing of the credit appearing in your account is subject to your financial institution's policies. Chuys is not responsible for delays caused by third-party payment processors or banks.

7. Partial Refunds

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

• Only some items in your order were incorrect, missing, or of unsatisfactory quality, and the remainder of the order was satisfactory.
• The issue reported affected only a portion of the food rather than the entire order.
• A promotional discount or coupon was applied to the original order, in which case the refund will reflect the actual amount paid for the affected items.
• The order was partially consumed before the quality issue was identified, and the remaining portion was deemed unsatisfactory.

The amount of a partial refund will be calculated based on the value of the affected items, minus any applicable discounts. Our customer service team will provide a clear breakdown of the refund calculation upon request.

8. Exchange Policy

Due to the perishable nature of food products, direct food exchanges are generally not available for delivered or takeout orders. However, we may offer the following alternatives in lieu of a monetary refund:

• Replacement Order: If you contact us within 24 hours of receiving an incorrect or poor-quality order, we may arrange for a replacement order to be prepared and delivered or made available for pickup at no additional charge, subject to availability.
• Store Credit: In some cases, particularly for minor issues, we may offer store credit equivalent to the value of the affected items. Store credit can be applied to future orders placed through chuysmexfood.click.

The availability of replacements or store credit is subject to our team's discretion based on the nature and severity of the issue reported.

9. Cancellation Policy

We understand that plans can change unexpectedly. Our cancellation policy is designed to be as flexible as possible while accounting for the operational realities of food preparation:

9.1 Online Delivery and Takeout Orders

• Orders may be cancelled for a full refund if the cancellation request is submitted within 5 minutes of placing the order, provided preparation has not yet begun.
• Once food preparation has begun, cancellations may not be accepted, or only a partial refund may be issued at the discretion of our team.
• After an order has been dispatched for delivery, cancellations are not possible, and no refund will be issued unless there is a verifiable quality or delivery issue.

9.2 Prepaid Catering and Event Orders

• Cancellations made more than 72 hours before the scheduled event will receive a full refund.
• Cancellations made between 24 and 72 hours before the scheduled event will receive a 50% refund.
• Cancellations made less than 24 hours before the scheduled event are non-refundable.
• Rescheduling of catering orders may be accommodated at no additional cost if requested at least 48 hours in advance, subject to availability.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Chuys is committed to working with you to find a fair resolution. The following process outlines how disputes are handled:

1. Internal Escalation: If your initial refund request was denied or you disagree with the resolution provided, you may request an escalation by replying to the original communication and clearly stating your reasons for disputing the decision. Your case will be reviewed by a senior member of our customer service team within 5 business days.
2. Management Review: If the escalated review does not result in a satisfactory outcome, you may request a final review by management by contacting us at [email protected] with the subject line "Management Refund Review." We will respond within 7 business days with a final determination.
3. Chargeback Rights: You retain the right to dispute charges with your credit card company or financial institution under the Fair Credit Billing Act (FCBA) and applicable consumer protection regulations. We encourage customers to exhaust our internal resolution process before initiating a chargeback, as we are committed to resolving issues fairly and promptly.
4. FTC and Consumer Protection: If you believe your consumer rights have been violated, you may also file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or contact your state's consumer protection office.

11. Special Circumstances

Chuys recognizes that unforeseen circumstances may sometimes affect order delivery or quality in ways outside of our direct control. In the case of severe weather events, natural disasters, or other force majeure events, our standard refund timeframes and procedures may be temporarily modified. We will communicate any such changes through our website chuysmexfood.click and will make every reasonable effort to accommodate affected customers.

12. Policy Updates

Chuys reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with an updated revision date. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our services following any changes to this policy constitutes your acceptance of the revised terms.

13. Contact Information for Refund Requests

If you have any questions about this Refund Policy or wish to submit a refund request, please do not hesitate to contact our customer support team using the details below: