Refund Policy

Effective Date: July 2, 2026  |  Last Updated: July 2, 2026

1. Introduction

At Chuy's Cafe, customer satisfaction is our top priority. We take great pride in preparing fresh, high-quality food and providing an exceptional dining experience. We understand that sometimes things do not go as expected, and we are committed to resolving any issues in a fair and timely manner.

This Refund Policy applies to all purchases made through our website (chuyscafe.rest), over the phone, or directly at our establishment. It governs your rights and our obligations regarding refunds, exchanges, cancellations, and dispute resolution in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act.

2. Eligibility Conditions for Refunds

We want every guest to leave satisfied. A refund or credit may be issued under the following circumstances:

• Incorrect Order: 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 takeout bag.
• Food Quality Issues: The food was undercooked, spoiled, or otherwise did not meet acceptable quality standards at the time of delivery or pickup.
• Allergen Concerns: You received a dish containing an allergen that you specifically requested be omitted, and you notified us at the time of ordering.
• Order Not Received: Your delivery order was never received, and the delivery could not be confirmed by our records or the delivery service.
• Duplicate Charges: You were charged more than once for the same order due to a payment processing error.

To be eligible for a refund, you must meet the applicable timeframe requirements described in Section 3 below, and you must provide sufficient documentation or description of the issue.

3. Timeframes for Refund Requests

Time is of the essence when it comes to food-related refund requests. Due to the perishable nature of food products, all refund requests must be submitted within the following timeframes:

Requests submitted after these deadlines may not be eligible for a refund at our discretion. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issue is identified.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. Please review the following list carefully:

• Consumed Food: Any food item that has been substantially consumed is not eligible for a refund based on a change of taste preference.
• Customized Orders: Items that were specially prepared based on specific customer customizations and meet those specifications as ordered.
• Complimentary Items: Any items provided at no charge as a courtesy, promotion, or goodwill gesture.
• Gift Cards: Purchased gift cards and promotional credits are non-refundable and non-transferable for cash.
• Delivery Fees: Third-party delivery fees are non-refundable unless the order was not delivered due to an error on our part.
• Gratuity/Tips: Any tips or service charges added to your order are non-refundable once processed.
• Expired Promotions: Discounts or promotional offers that were not applied at the time of purchase due to customer error cannot be retroactively refunded.
• Change of Mind: Refunds will not be issued simply because you changed your mind after an order has been prepared or is in transit.

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

If you believe you are eligible for a refund, please follow these steps to submit your request:

1. Step 1 — Contact Us Promptly: Reach out to our customer support team as soon as you identify an issue. You can contact us via:
   • Email: [email protected]
   • Website: chuyscafe.rest
2. Step 2 — Provide Your Order Information: When contacting us, please have the following information ready:
   • Your full name
   • Order number or confirmation number
   • Date and time of purchase or delivery
   • Method of payment used
   • Description of the issue
3. Step 3 — Submit Documentation (If Applicable): For quality or allergen issues, we may request photos or additional details to help us investigate and improve our service. Please be prepared to submit these via email or through our website contact form.
4. Step 4 — Review and Response: Our team will review your request and respond within 2–3 business days. We may follow up with additional questions to better understand the situation.
5. Step 5 — Resolution: Once your request is approved, we will process your refund or offer an alternative resolution (such as a replacement meal, store credit, or partial refund) based on the nature of the issue.

6. Refund Processing Times by Payment Method

Once a refund has been approved, please allow the following processing times based on your original payment method:

7. Partial Refunds

In some cases, a partial refund may be more appropriate than a full refund. Partial refunds may be issued under the following conditions:

• Only one or a few items in a multi-item order were affected by an issue, and the rest of the order was satisfactory.
• The food quality issue was minor and the item was partially consumed before the problem was identified.
• A delivery arrived late but the food was still acceptable in condition.
• The item did not meet customization expectations but was otherwise correctly prepared in terms of the base dish.
• The customer contributed to the issue (e.g., provided an incorrect delivery address), in which case only a partial refund may be considered.

The amount of any partial refund will be determined by our customer service team on a case-by-case basis, taking into account the nature and severity of the issue.

8. Exchange Policy

Due to the perishable nature of food, traditional product exchanges are generally not available. However, Chuy's Cafe offers the following alternatives to exchanges:

• Replacement Meal: If you received an incorrect or unsatisfactory item, we may offer to prepare and deliver or make available a replacement meal at no additional charge, subject to availability and delivery feasibility.
• Store Credit: In lieu of a monetary refund or replacement, we may offer store credit of equivalent or greater value, redeemable on a future visit or order.
• Menu Substitution: If a specific menu item is unavailable or causes an issue, we may offer a comparable substitution of equal value.

All exchange or replacement requests are subject to the same eligibility conditions and timeframes outlined in this policy. Replacements are offered at our discretion and may depend on operational capacity at the time of the request.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

9.1 Standard Orders (Online, Phone, or In-Store)

• Orders may be cancelled free of charge if the cancellation request is made within 5 minutes of placing the order and before preparation has begun.
• Once food preparation has begun, cancellations are no longer possible, and no refund will be issued.
• For orders placed through third-party delivery apps, you must contact that platform directly to cancel, as those orders are processed and fulfilled through their systems.

9.2 Catering and Large Group Orders

• Cancellations made 72 hours or more before the scheduled event or pickup time: Full refund will be issued.
• Cancellations made 24–72 hours before the scheduled time: 50% refund of the total order value.
• Cancellations made less than 24 hours before the scheduled time: No refund will be issued, as ingredients and staffing will have been committed.

9.3 Pre-Orders and Reservations

If you have made a reservation or pre-order through our website, you may cancel or modify it up to 24 hours before your reservation time for a full refund. Cancellations made within 24 hours of the reservation may be subject to a cancellation fee.

10. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request, Chuy's Cafe is committed to resolving disputes in a fair and efficient manner. Please follow the process below:

10.1 Internal Escalation

If you feel your refund request was not handled appropriately, you may escalate your concern by emailing [email protected] with the subject line "Refund Dispute Escalation" and including your original request details. A senior member of our team will review your case within 5 business days.

10.2 Mediation

If an internal resolution cannot be reached, both parties agree to attempt resolution through good-faith mediation before pursuing any legal action. We encourage open communication and will make reasonable efforts to reach a mutually satisfactory outcome.

10.3 Chargeback Notice

We ask that you contact us directly before initiating a chargeback with your bank or credit card provider. Many disputes can be resolved quickly and informally. If a chargeback is initiated without prior contact, it may delay the resolution process. We reserve the right to contest chargebacks where the refund request does not comply with this policy.

10.4 Applicable Law

This Refund Policy is governed by and construed in accordance with the laws of the United States and applicable state law. Consumer protection rights under the Federal Trade Commission (FTC) Act are fully respected and preserved. Nothing in this policy is intended to limit any rights you may have under applicable law.

11. Third-Party Delivery Platforms

When orders are placed through third-party delivery platforms such as DoorDash, Uber Eats, Grubhub, or similar services, the refund and cancellation policies of those platforms may also apply. In such cases:

• Refund requests for platform-placed orders should first be submitted through the respective platform's customer support.
• Chuy's Cafe will cooperate with platform investigations but is not responsible for the processing timelines or decisions made by third-party platforms.
• If a platform denies a valid refund request, please contact us directly at [email protected] and we will do our best to assist.

12. Policy Updates

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

13. Contact Information for Refund Requests

For all refund inquiries, cancellations, or related concerns, please contact our customer support team using the information below: