Refund Policy

At Chuy's, we are committed to delivering a satisfying dining experience and quality food service to every customer. We understand that situations may arise where a refund or exchange is necessary. This Refund Policy outlines your rights, the conditions under which refunds are granted, and the procedures you must follow to request one. Please read this policy carefully before placing an order or making a purchase through our website at mexican-chuys.rest or at our physical location.

1. General Overview

This Refund Policy applies to all purchases made through our website, by phone, or in person at Chuy's. This includes dine-in meals, takeout orders, delivery orders, catering services, gift cards, and any merchandise sold by our establishment. By placing an order or making a purchase with us, you agree to the terms described in this policy.

We reserve the right to update or modify this policy at any time without prior notice. The most current version will always be available on our website at mexican-chuys.rest. It is your responsibility to review this policy periodically.

2. Eligibility Conditions for Refunds

To be eligible for a refund, the following conditions must be met:

• The refund request must be submitted within the applicable timeframe described in Section 3 of this policy.
• The customer must provide proof of purchase, such as an order confirmation number, receipt, or transaction ID.
• The issue must be related to one of the qualifying reasons listed below:
  • The order received was incorrect (wrong items delivered or prepared).
  • The food item was spoiled, contaminated, or of unacceptable quality upon delivery or pickup.
  • A significant portion of the order was missing.
  • The order was never received or delivered.
  • A technical error during checkout resulted in a duplicate charge.
  • A catering or special order was canceled within the allowable cancellation window.
• The customer must not have consumed the majority of the food item before raising the concern, except in cases involving food quality or safety issues.

Chuy's reserves the right to verify any claims before approving a refund. We may request photos, descriptions, or other supporting evidence to assess your request fairly.

3. Timeframes for Refund Requests

All refund requests must be submitted within the following timeframes to be considered:

Requests submitted outside these timeframes may not be honored unless exceptional circumstances apply. Chuy's will evaluate late requests on a case-by-case basis at its sole discretion.

4. Non-Refundable Items and Services

The following items and services are generally not eligible for refunds:

• Gift Cards: All gift card purchases are final and non-refundable. Gift cards cannot be exchanged for cash except where required by applicable state law.
• Promotional or Discounted Items: Items purchased as part of a promotion, special deal, or discount offer are non-refundable unless the item was incorrect or defective.
• Customized or Special-Request Orders: Food items prepared according to a customer's specific dietary or customization requests are non-refundable if the correct customization was applied.
• Consumed Food Items: Refunds will not be issued for food items that have been substantially consumed without a valid quality complaint.
• Service Fees and Delivery Charges: Third-party delivery fees, platform service fees, and tips are non-refundable through Chuy's. For refunds on these charges, please contact the relevant third-party platform.
• Catering Deposits (Non-Cancellation): Deposits paid for catering bookings are non-refundable if the cancellation is made outside the permitted cancellation window.

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

Follow these steps to submit a refund request with Chuy's:

1. Gather Your Information: Collect your proof of purchase, including your order confirmation number, receipt, transaction ID, and any relevant photos or documentation supporting your claim.
2. Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: mexican-chuys.rest
3. Provide Details: Clearly describe the issue, including the order date, items purchased, the problem encountered, and your preferred resolution (refund, replacement, or store credit).
4. Submit Supporting Evidence: If applicable, attach photos of the incorrect, missing, or unsatisfactory items to help us process your request faster.
5. Await Confirmation: Our team will acknowledge your request within 1–2 business days and may follow up with additional questions if needed.
6. Receive a Decision: Once your request has been reviewed, we will notify you of our decision via email or phone. If approved, we will initiate the refund or offer an appropriate resolution.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds depends on your original payment method:

Please note that processing times are estimates and may vary depending on your financial institution. Chuy's is not responsible for delays caused by banks or payment processors. If you have not received your refund within the expected timeframe, please contact your bank first, and then reach out to us if the issue persists.

7. Partial Refunds

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

• Only a portion of the order was incorrect or missing.
• The food item had a minor issue that did not render the entire order unsatisfactory.
• A catering order was partially fulfilled or partially canceled.
• A delivery was significantly delayed but eventually delivered.
• Promotional items were included in the order, and only the non-promotional portion is eligible for a refund.

The amount of any partial refund will be calculated based on the value of the affected items, minus any applicable service charges or non-refundable fees. Chuy's will communicate the partial refund amount to you before processing, and your acceptance will be required unless otherwise specified.

8. Exchange Policy

Where a refund is not the preferred resolution, Chuy's may offer an exchange or replacement of the affected food items. Exchanges are subject to the following conditions:

• The exchange request must be made within the same timeframe applicable to refund requests for the order type.
• Replacement items will be prepared and made available for pickup or delivery at our discretion and based on availability.
• For dine-in orders, a replacement dish will be provided promptly during the same dining visit where possible.
• For takeout and delivery orders, a replacement may be arranged for pickup at the nearest convenient time, or store credit may be issued as an alternative.
• Exchanges are subject to menu availability. If the original item is no longer available, we will offer a comparable item of equal or lesser value, or issue store credit.

Exchanges will not be offered for items that were correctly prepared according to the order, where dissatisfaction is based solely on personal taste preferences.

9. Cancellation Policy

Our cancellation policy varies depending on the type of order placed:

9.1 Standard Online and Takeout Orders

Online and takeout orders may be canceled for a full refund if the cancellation is made before the kitchen has begun preparation. Once preparation has begun, cancellations may not be accepted, and a refund may not be issued. We recommend contacting us immediately at [email protected] or by visiting our website if you need to cancel an order.

9.2 Catering Orders

Catering cancellations are subject to the following schedule:

9.3 Delivery Orders

Delivery orders may be canceled before the order is dispatched to the delivery driver. Once dispatched, cancellations will not be accepted. If the delivery is handled by a third-party service, you must contact that service directly to cancel and request any applicable refund.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Chuy's has a structured dispute resolution process to ensure fair and transparent handling of all complaints.

Step 1: Internal Review

Submit a written dispute to our management team via email at [email protected], clearly stating your order details, the original refund request outcome, and the reason for your dispute. Our management team will review your case within 5 business days and provide a written response.

Step 2: Escalated Review

If you remain unsatisfied following the initial management review, you may request an escalated review by a senior member of our team. This review will be completed within 10 business days of the escalation request.

Step 3: External Dispute Resolution

If the dispute cannot be resolved internally, customers in the United States may pursue the following options:

• Federal Trade Commission (FTC): File a complaint with the FTC at www.ftc.gov under the FTC Act for consumer protection violations.
• State Consumer Protection Agency: Contact your state's consumer protection office for assistance with unresolved disputes.
• Credit Card Chargeback: If you paid by credit or debit card, you have the right to dispute a charge with your card issuer. However, we strongly encourage you to contact us first, as chargebacks can delay resolution and may result in additional investigation requirements.
• Better Business Bureau (BBB): You may also file a complaint with the BBB for mediation purposes.

11. Third-Party Delivery Platforms

If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), your refund request may need to be directed to that platform. Chuy's is not responsible for the refund policies of third-party delivery services, and the terms governing those transactions are set by the respective platform.

However, if your complaint relates to the quality or accuracy of the food prepared by Chuy's (as opposed to a delivery issue), please contact us directly, and we will work with you to resolve the matter as best we can.

12. Consumer Rights Under Applicable Law

This Refund Policy does not limit or exclude any rights you may have under applicable federal or state law. As a customer in the United States, your rights under the Federal Trade Commission Act and applicable state consumer protection statutes are preserved. Where state laws provide broader consumer protections than those described in this policy, those laws will take precedence.

California residents may have additional rights under the California Consumer Privacy Act (CCPA/CPRA) regarding personal information collected during the refund process. Please refer to our Privacy Policy at mexican-chuys.rest for further details.

13. Contact Information for Refund Requests

For all refund inquiries, cancellations, exchanges, or disputes, please contact us using the information below. Our customer support team is available to assist you and strives to respond to all inquiries within 1–2 business days.

When contacting us, please include the following information to help us process your request efficiently:

• Your full name
• Order number or transaction ID
• Date and time of the order
• Description of the issue
• Photos or supporting documentation (if applicable)
• Your preferred resolution (refund, replacement, or store credit)

14. Policy Updates

Chuy's reserves the right to update, modify, or amend this Refund Policy at any time. Any changes will be posted on our website at mexican-chuys.rest with an updated effective date. We encourage you to review this policy periodically to stay informed of any changes. Your continued use of our services following any updates constitutes your acceptance of the revised policy.