Refund Policy

Effective Date: June 26, 2026  |  Last Updated: June 26, 2026

1. Overview

This Refund Policy applies to all purchases made through our website chuysgrill.click, by phone, or in person at Chuys Grill. By placing an order with us, you agree to the terms outlined in this policy. We reserve the right to update or modify this policy at any time, and any changes will be reflected on this page with an updated effective date.

Our goal is to ensure every customer leaves — or receives their order — completely satisfied. We understand that issues may occasionally arise, and we are committed to resolving them fairly, promptly, and professionally.

2. Eligibility Conditions for Refunds

To be eligible for a refund, your situation must meet one or more of the following conditions:

• Wrong Order Received: You received an item that is different from what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food received was spoiled, undercooked, overcooked, or otherwise not prepared to a reasonable standard of quality.
• Allergic Reactions Due to Mislabeling: If you experienced an allergic reaction due to incorrect allergen information provided by Chuys Grill at the time of ordering.
• Order Not Delivered: Your delivery order was never received, and our records confirm no successful delivery was made.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Cancelled Order Before Preparation: You cancelled your order before food preparation had begun (see Cancellation Policy below).

Refunds are evaluated on a case-by-case basis. Chuys Grill reserves the right to deny a refund request if the claim does not meet eligibility criteria or if evidence of misuse is detected.

3. Non-Refundable Items and Situations

The following items and circumstances are generally not eligible for a refund:

• Orders that have been fully consumed or largely consumed without a legitimate complaint raised at the time of consumption.
• Change of mind after the order has been prepared or delivered.
• Customization errors that were the result of incorrect information submitted by the customer during the ordering process.
• Promotional, discounted, or free items provided as part of a special offer.
• Delivery fees and service charges where the food was successfully delivered.
• Orders placed through third-party delivery platforms (e.g., DoorDash, Uber Eats, Grubhub) — these must be handled directly through the respective platform's refund policy.
• Gift cards and prepaid vouchers (unless required by applicable law).
• Requests made after the refund request window has expired (see Section 4).

4. Timeframes for Refund Requests

We ask that all refund requests be submitted within the following timeframes from the time your order was picked up, delivered, or placed:

Requests submitted outside these timeframes may be reviewed at the sole discretion of Chuys Grill management. We strongly encourage customers to inspect their orders promptly upon receipt.

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

Requesting a refund from Chuys Grill is straightforward. Please follow the steps below to ensure your request is processed as quickly as possible:

1. Step 1: Gather Your Information
   Before contacting us, please have the following ready:
   • Your full name and contact information
   • Your order number or confirmation email
   • The date and time the order was placed
   • A description of the issue
   • Photos or videos of the food or packaging (if applicable — strongly recommended for quality complaints)
2. Step 2: Contact Chuys Grill
   Reach out to us using any of the following methods:
   • Email: [email protected]
   • Website: chuysgrill.click
   When emailing, use the subject line: "Refund Request – [Your Order Number]"
3. Step 3: Submit Your Claim
   Provide all relevant details and attach any supporting evidence such as photos or screenshots. The more information you provide, the faster we can process your request.
4. Step 4: Await Review
   Our customer service team will review your request within 1–3 business days. We may contact you for additional information during this period.
5. Step 5: Receive Our Decision
   You will be notified by email or phone regarding the outcome of your refund request. If approved, refund processing will begin immediately (see Section 6 for timelines).

6. Refund Processing Times by Payment Method

Once your refund has been approved by our team, please allow the following timeframes for the funds to appear based on your original payment method:

Please note that while we initiate refunds promptly upon approval, the actual posting time to your account may vary depending on your financial institution. Chuys Grill is not responsible for delays caused by banks or payment processors.

7. Partial Refunds

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

• Only specific items from a larger order were incorrect, missing, or unsatisfactory.
• A portion of the order was consumed prior to identifying a quality issue.
• A complaint is deemed partially valid after review by our team.
• An order was partially prepared before cancellation was requested.
• Delivery fees or other service charges are excluded from the refund amount.

The amount of a partial refund will be determined by Chuys Grill management based on the specific circumstances of each case. We strive to be fair and transparent in all partial refund determinations.

8. Exchange Policy

Where feasible, Chuys Grill may offer an exchange or replacement as an alternative to a monetary refund. Exchanges are subject to the following conditions:

• The original item must have been incorrect, missing, or of unsatisfactory quality.
• Replacement items must be of equal or lesser value to the original order, or the customer may pay the difference for a higher-value item.
• Exchanges for delivery orders will be subject to a new delivery arrangement, which may include an additional delivery fee unless the error was caused solely by Chuys Grill.
• For in-store or pickup orders, replacements can be arranged immediately during your visit or at the next available time.
• Exchanges cannot be requested for items that were correctly prepared according to the original order specifications.

If you would prefer an exchange over a refund, please indicate this preference clearly when submitting your refund/exchange request. Our team will do its best to accommodate your preference.

9. Cancellation Policy

We understand that plans can change. Please review our cancellation policy carefully before placing an order:

9.1 Online and Phone Orders

• Within 5 minutes of placing the order: Full refund will be issued if food preparation has not yet begun.
• After 5 minutes: Cancellation may not be possible if food preparation has started. A partial refund may be considered at management's discretion.
• After the order is ready for pickup or out for delivery: Cancellations will not be accepted, and no refund will be issued.

9.2 Catering and Group Orders

• More than 48 hours before the scheduled event: Full refund will be issued.
• 24–48 hours before the scheduled event: A 50% refund will be issued.
• Less than 24 hours before the scheduled event: No refund will be issued, as significant preparation costs will have been incurred.

To cancel an order, please contact us immediately via email at [email protected] or through our website at chuysgrill.click. Cancellations must be confirmed in writing.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Chuys Grill is committed to working with you to resolve the matter fairly. The following dispute resolution steps are available:

10.1 Internal Review

If you disagree with our initial refund decision, you may request an escalated review by a senior member of our management team. To initiate an escalated review, please send an email to [email protected] with the subject line "Escalated Refund Dispute – [Order Number]". We will respond within 5 business days.

10.2 Mediation

If the internal review does not resolve the matter to your satisfaction, both parties may agree to engage a neutral third-party mediator to facilitate resolution. Costs of mediation will be shared equally unless otherwise agreed.

10.3 Consumer Protection Resources

As a consumer in the United States, you have the right to 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 under the FTC Act.
• Your State Attorney General's Office — for state-level consumer protection complaints.
• Better Business Bureau (BBB): www.bbb.org — for business dispute mediation.

10.4 Chargebacks

You also have the right to contact your bank or credit card company to initiate a chargeback if you believe you were charged incorrectly. However, we encourage you to contact us first, as we are typically able to resolve issues more quickly and with less inconvenience than a formal chargeback process. Fraudulent chargeback requests may result in your account being flagged or banned from future orders.

11. Food Safety and Health Concerns

If you believe that a food item from Chuys Grill caused a foodborne illness or a serious health reaction, please:

• Seek appropriate medical attention immediately if needed.
• Preserve any remaining food and packaging for potential inspection.
• Contact us at [email protected] immediately with details of your experience.
• You may also contact your local or state health department to report a foodborne illness.

Chuys Grill takes all food safety complaints extremely seriously and will cooperate fully with any health authority investigation.

12. Policy for Third-Party Delivery Orders

If you placed your order through a third-party delivery platform such as DoorDash, Uber Eats, Grubhub, or similar services, the refund and dispute process is governed by that platform's respective refund policy. Chuys Grill has limited ability to process refunds for orders placed through these platforms and may not have access to your transaction details.

We recommend contacting the delivery platform directly for the fastest resolution. However, if you believe the issue was caused by an error on our part, please also notify us at [email protected] so we can investigate and improve our service.

13. Modifications to This Policy

Chuys Grill reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on this page at chuysgrill.click with an updated effective date. We encourage you to review this policy periodically. Your continued use of our services following any changes constitutes your acceptance of the revised policy.

14. Contact Information

For all refund requests, questions, or concerns regarding this policy, please contact our customer service team using the information below. We are here to help and committed to resolving your concerns as efficiently as possible.