Refund Policy

Effective Date: July 8, 2026 | Last Updated: July 8, 2026

1. Introduction

At Chopt, we are committed to delivering fresh, high-quality food and an excellent customer experience. We understand that there are occasions when an order may not meet your expectations or circumstances may require a cancellation or refund. This Refund Policy has been established to provide clear guidelines for our customers in the United States regarding eligibility, procedures, and timelines associated with refunds, exchanges, and cancellations.

This policy applies to all purchases made through our website chopt-newhot.click, including individual meal orders, group orders, catering packages, and any food-related services offered by Chopt. By placing an order with us, you agree to the terms described in this Refund Policy.

Our practices are governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive practices in commerce. We strive to act fairly and transparently in all refund-related matters.

2. Eligibility Conditions for Refunds

Refund requests may be considered under the following circumstances:

• Incorrect Order: You received an item or meal that is different from what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Food Quality Issues: The food delivered or prepared was spoiled, contaminated, or substantially different in quality from what is reasonably expected.
• Allergenic Ingredients: Your order contained an allergen that you specified should be excluded, and the error was on our part.
• Order Not Delivered: Your order was never delivered and was confirmed lost or undelivered by our team or a third-party delivery partner.
• Significant Delay: Your order experienced an unreasonable delay that was not communicated in advance, causing the food to be unacceptable upon arrival.
• Duplicate Charge: You were charged more than once for the same order due to a technical or billing error.
• Unauthorized Transaction: A charge was made to your account without your authorization, subject to verification.

Refunds are evaluated on a case-by-case basis. Chopt reserves the right to request supporting documentation such as photographs, order confirmation numbers, or other evidence to process a refund request.

3. Timeframes for Refund Requests

To be eligible for a refund, you must contact us within the applicable timeframe based on the nature of the issue:

Requests submitted outside these timeframes may not be eligible for a full refund and will be reviewed at our sole discretion. We strongly encourage customers to inspect their orders upon receipt and contact us promptly if any issues are identified.

4. Non-Refundable Items and Services

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

• Orders that have been fully consumed or substantially eaten before a complaint is raised.
• Changes of mind after an order has been prepared or dispatched.
• Customizations or special requests that were accurately fulfilled as specified by the customer.
• Promotional items, free items, or complimentary add-ons received as part of a special offer.
• Gift cards or loyalty points used in a transaction.
• Service fees, delivery fees, and platform charges once an order has been confirmed and dispatched.
• Orders that were not picked up within the designated pickup window without prior notice to Chopt.
• Catering orders cancelled less than 24 hours before the scheduled event (partial charges may apply).
• Orders where dissatisfaction is based solely on personal taste preferences rather than a demonstrable product or service failure.

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

If you believe you are eligible for a refund, please follow the steps outlined below to submit your request efficiently:

1. Step 1 — Gather Your Order Information: Locate your order confirmation number, the date and time of your order, the items purchased, and the total amount charged. This information can be found in your order confirmation email.
2. Step 2 — Document the Issue: If applicable, take clear photographs of the incorrect, missing, or unsatisfactory items. Visual documentation significantly speeds up the review process.
3. Step 3 — Contact Our Customer Support Team: Reach out to us via email at [email protected] or through our website at chopt-newhot.click. Please use the subject line: "Refund Request — [Your Order Number]".
4. Step 4 — Provide Full Details: In your message, include your full name, contact information, order number, a description of the issue, and any supporting photographs or documentation.
5. Step 5 — Await Confirmation: Our customer support team will acknowledge your request within 1–2 business days. We may follow up with additional questions or requests for further documentation.
6. Step 6 — Refund Decision: Once your request has been reviewed, we will notify you of the outcome via email. 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, the time it takes to receive your funds depends on your original payment method:

Please note that while we process refunds promptly on our end, your financial institution may require additional time to post the credit to your account. Chopt is not responsible for delays caused by your bank or payment processor. If you do not receive your refund within the estimated timeframe, we recommend contacting your bank before reaching out to us.

7. Partial Refunds

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

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the remainder was delivered as expected.
• A catering or group order is partially cancelled, where some components have already been prepared or sourced.
• An order was delivered late, but was still accepted and consumed by the customer.
• 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 item(s).
• The customer partially contributed to the issue through inaccurate order instructions or special request errors.

The amount of a partial refund will be determined by our customer service team based on the specific circumstances of each case. We aim to provide a fair resolution that reflects the actual impact of the issue experienced.

8. Exchange Policy

Due to the perishable nature of food products, we generally do not offer direct exchanges for completed food orders. However, we may offer the following alternatives at our discretion:

• Replacement Order: In cases where an order was entirely incorrect or inedible, we may offer to prepare and deliver or make available a replacement order at no additional charge, subject to availability and feasibility based on location and order timing.
• Store Credit: As an alternative to a monetary refund, we may offer store credit equivalent to the value of the affected item(s), which can be applied to a future order.
• Menu Substitution: If an ordered item is unavailable at the time of preparation, our team will attempt to contact you before substituting. If a substitute was made without your consent, you may be eligible for a refund or credit for that item.

Exchange requests must be submitted within the same timeframes applicable to refund requests as outlined in Section 3. We reserve the right to determine the most appropriate resolution on a case-by-case basis.

9. Cancellation Policy

Our ability to cancel an order depends on the stage of preparation at the time of the cancellation request.

9.1 Individual Orders

• Before Preparation Begins: If you cancel your order before it has entered the preparation stage, you are eligible for a full refund.
• During Preparation: If your order is already being prepared, cancellation may not be possible. In such cases, we will review the situation and may offer a partial refund or store credit at our discretion.
• After Dispatch or Pickup: Orders that have already been dispatched for delivery or are ready for pickup cannot be cancelled. No refund will be issued in these circumstances unless a separate issue (such as those outlined in Section 2) applies.

9.2 Catering and Group Orders

• Cancellation 72+ hours before the event: Full refund issued.
• Cancellation 48–72 hours before the event: 50% refund of the total order value. The remaining 50% will be issued as store credit.
• Cancellation 24–48 hours before the event: 25% refund of the total order value. No store credit will be issued for the remainder.
• Cancellation less than 24 hours before the event: No refund will be issued. Full charges apply.

To cancel a catering or group order, please contact us directly at [email protected] as soon as possible. Cancellations requested via email will be time-stamped based on the time the message is received by our team during normal business hours.

10. Dispute Resolution Process

We are committed to resolving all customer concerns in a fair, timely, and professional manner. If you are not satisfied with the outcome of your refund request, the following steps are available to you:

10.1 Internal Escalation

If you believe your refund request was not handled appropriately, you may request an escalation to a senior member of our customer service team by replying to your original support email and including the phrase "Escalation Request" in the subject line. We will review your case within 3–5 business days and provide a final internal decision.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute a charge with your credit card issuer or bank. Under the Fair Credit Billing Act (FCBA), credit card holders may dispute billing errors within 60 days of the statement date on which the error appeared. We encourage customers to attempt resolution directly with Chopt before initiating a chargeback, as this allows for faster resolution. However, we respect your legal rights to pursue this option if necessary.

10.3 Consumer Protection Resources

If you believe your consumer rights have been violated, you may also contact the following organizations:

• Federal Trade Commission (FTC): www.ftc.gov
• Better Business Bureau (BBB): www.bbb.org
• Your state's Attorney General consumer protection office.

10.4 Informal Dispute Resolution

Prior to initiating any formal legal proceedings, we encourage customers to contact us directly to attempt to resolve any disputes informally. We are dedicated to finding mutually acceptable solutions and consider informal resolution to be in the best interest of all parties.

11. Fraudulent or Abusive Refund Claims

Chopt takes fraudulent refund claims seriously. Any customer found to be submitting false, exaggerated, or repeatedly abusive refund requests may have their account suspended or terminated and may be permanently barred from placing future orders. We reserve the right to pursue legal remedies for fraud or misrepresentation in accordance with applicable United States law.

12. Changes to This Refund Policy

Chopt reserves the right to update or modify this Refund Policy at any time. Any changes will be effective immediately upon posting the revised policy on our website at chopt-newhot.click. The date at the top of this page will reflect the most recent update. We encourage customers to review this policy periodically. Continued use of our website and services following any changes constitutes your acceptance of the updated policy.

13. Contact Information for Refund Requests

If you have questions about this Refund Policy or wish to submit a refund request, please contact our customer support team using the information below: