Refund Policy

At Chopt Grill, we are committed to delivering fresh, high-quality food and an exceptional customer experience. We understand that issues can occasionally arise with orders, and this Refund Policy outlines your rights and our procedures for addressing concerns in a fair and transparent manner. Please read this policy carefully before placing your order.

1. Overview

This Refund Policy applies to all purchases made through our website at choptgrill.click, by phone, or in person. Because we operate as a food service business, our refund procedures are tailored to the unique nature of perishable goods and prepared meals. We encourage all customers to review their orders carefully before completing a purchase.

By placing an order with Chopt Grill, you agree to the terms set forth in this policy. We reserve the right to amend this policy at any time, and any changes will be reflected on this page with an updated effective date.

2. Eligibility Conditions for Refunds

We want every customer to be satisfied with their Chopt Grill experience. Refunds may be issued under the following conditions:

• Your order was incorrect due to an error on our part (wrong items, missing items, or incorrect customizations).
• The food you received was of unacceptable quality, including spoilage, contamination, or evidence of improper preparation.
• You experienced a significant delay in delivery beyond the estimated time communicated at checkout, and the food arrived in unsatisfactory condition as a result.
• You were charged an incorrect amount or charged multiple times for the same order.
• Your order was never delivered or fulfilled, despite confirmation of payment.

To be eligible for a refund, you must notify us within the timeframe outlined in Section 3 below and provide adequate documentation to support your claim, such as photographs of the order, your order confirmation number, and a description of the issue.

3. Timeframes for Refund Requests

Timing is critical for food-related refund requests due to the perishable nature of our products. The following timeframes apply:

Requests submitted outside these windows will be reviewed on a case-by-case basis at our sole discretion. We strongly encourage customers to contact us as soon as an issue is identified.

4. Non-Refundable Items and Services

Due to the perishable and customizable nature of our food products, not all purchases are eligible for a refund. The following are generally non-refundable:

• Consumed food items: If you have substantially consumed your order and then raise a complaint about quality without adequate evidence, a refund may not be approved.
• Custom or special orders: Items that were prepared according to specific customer instructions (e.g., allergy-specific modifications, special dietary requests) are non-refundable unless the error was made on our part.
• Delivery fees and service charges: These fees are non-refundable unless the non-delivery was caused by an error on our end.
• Promotional or discounted items: Items purchased through limited-time promotions or discount codes may not be eligible for a full refund but may be considered for store credit.
• Gift cards and store credit: These are non-refundable once issued.
• Catering deposits: Non-refundable after 48 hours of placement unless otherwise agreed in writing.

5. How to Request a Refund

To initiate a refund request with Chopt Grill, please follow the steps outlined below:

1. Gather your information: Locate your order confirmation number, the date and time of your order, and the email address used to place the order.
2. Document the issue: Take clear photographs of any incorrect, missing, or unsatisfactory items. This documentation will significantly expedite your claim.
3. Contact us directly: Reach out to our customer support team via email at [email protected] or through the contact form on our website at choptgrill.click.
4. Submit your claim details: In your message, include your full name, order number, a description of the problem, and any supporting photos or evidence.
5. Await confirmation: Our team will acknowledge your request within 1 business day and provide a decision within 3 business days of receiving all necessary information.
6. Receive your resolution: If approved, your refund will be processed according to the timelines described in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved by our team, processing times vary depending on your original payment method:

Please be aware that while we process refunds promptly on our end, additional processing time may be required by your bank or financial institution. Chopt Grill is not responsible for delays caused by third-party payment processors or financial institutions.

7. Partial Refunds

In certain situations, a partial refund may be more appropriate than a full refund. Partial refunds may be issued in the following circumstances:

• Only a portion of your order was incorrect or unsatisfactory, and the remainder of the order was acceptable.
• A delivery was significantly delayed but did arrive and was partially consumed.
• Some items from a larger catering order were prepared incorrectly while others met the required standards.
• A promotional discount or coupon was applied to the original order, in which case the refund will reflect only the amount actually paid for the affected items.

Partial refund amounts will be calculated based on the proportional value of the affected items relative to the total order. Our team will communicate the proposed partial refund amount to you before processing, and you may accept or escalate the matter as described in Section 10 of this policy.

8. Cancellation Policy

We understand that plans change. If you need to cancel your order, please be aware of the following terms:

8.1 Standard Orders

You may cancel a standard online or phone order at no charge if the cancellation is requested before our kitchen has begun preparing your meal. Once preparation has started, cancellations are generally not accepted, and a full refund will not be issued. To check the preparation status of your order, please contact us immediately at [email protected].

8.2 Catering and Group Orders

Catering and large group orders require additional preparation time and resource allocation. The following cancellation terms apply:

• Cancellation more than 72 hours before the scheduled delivery/pickup: Full refund minus any non-refundable deposit.
• Cancellation between 24 and 72 hours before the scheduled time: 50% refund of the total order value.
• Cancellation less than 24 hours before the scheduled time: No refund will be issued.

8.3 Force Majeure

In the event that Chopt Grill must cancel your order due to circumstances beyond our control (such as severe weather, supply chain disruptions, or other force majeure events), we will issue a full refund or offer to reschedule your order at no additional charge.

9. Exchange Policy

Because our products are freshly prepared food items, traditional exchanges (returning a product in exchange for a different product) are not available in the same manner as retail goods. However, we offer the following alternatives:

• Replacement meals: If your order was incorrect due to an error on our part, we will prepare and deliver or make available a replacement meal at no additional charge, subject to availability and operating hours.
• Store credit: If a replacement is not possible or practical, we may offer store credit equivalent to the value of the affected items, which can be applied to a future order.
• Menu substitutions: If a specific menu item is unavailable after your order is placed, we will contact you to offer a substitution of equal or greater value, or a refund for that item.

Exchanges or replacements are subject to the same eligibility conditions outlined in Section 2 of this policy.

10. Dispute Resolution Process

If you are not satisfied with the resolution provided by our customer support team, you have the right to escalate your concern through the following process:

1. Internal escalation: Request that your case be reviewed by a senior member of our management team by clearly stating this in your email to [email protected]. Escalated cases will be reviewed within 5 business days.
2. Written formal complaint: Submit a written formal complaint to our business address on record. We will respond in writing within 10 business days.
3. Credit card chargeback: If you paid by credit or debit card and believe the charge was unauthorized or that our resolution was inadequate, you may contact your card issuer to initiate a chargeback dispute. We encourage you to exhaust our internal resolution process before pursuing this option.
4. Consumer protection agencies: You may file a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint or your state's consumer protection office if you believe your consumer rights have been violated.
5. Mediation or arbitration: For disputes involving amounts greater than $500, both parties agree to attempt to resolve the matter through good-faith negotiation or, if necessary, binding arbitration in accordance with the rules of the American Arbitration Association (AAA) before pursuing litigation.

11. Consumer Rights Under U.S. Law

As a customer in the United States, you are protected by several federal and state consumer protection laws. Under the FTC Act, businesses are prohibited from engaging in unfair or deceptive practices. This means we are committed to accurate representation of our products and fair handling of all refund and complaint matters.

If you are a resident of California, you may have additional rights under the California Consumer Privacy Act (CCPA) and the California Consumer Protection regulations. For residents of other states, please consult your local state consumer protection laws for any additional rights that may apply to you.

12. Fraud Prevention

Chopt Grill takes fraudulent refund claims seriously. Any customer found to be submitting false or misleading refund requests, including fabricating or manipulating photographic evidence, may have their account suspended and may be subject to legal action. We reserve the right to refuse refund requests from customers with a history of fraudulent claims.

13. Policy Updates

We reserve the right to modify this Refund Policy at any time. All changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically. Continued use of our website and services after any modifications constitutes your acceptance of the updated policy.

14. Contact Information for Refund Requests

For all refund-related inquiries, please contact our customer support team using the information below. We are committed to responding to all inquiries promptly and professionally.

This Refund Policy was last reviewed and updated on June 29, 2026. If you have any questions about this policy or your rights as a customer, please do not hesitate to reach out to us. Your satisfaction is our priority.