Refund Policy

Effective Date: June 24, 2026  |  Last Updated: June 24, 2026

1. Introduction

Chuys ("we," "us," or "our") operates as a food service business in the United States. We take pride in providing high-quality Mexican food and a satisfying dining experience to all of our customers. We understand that situations may arise where a refund or order adjustment is necessary, and we have established this policy to handle such situations fairly and transparently.

This Refund Policy applies to all orders placed through our website (chuysmexfood.rest), over the phone, via third-party delivery platforms (to the extent permitted), and in-person at our locations. By placing an order with Chuys, you agree to the terms set forth in this policy.

This policy is governed by applicable United States federal and state consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act, and any applicable state-level consumer protection statutes.

2. Eligibility Conditions for Refunds

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

• The refund request must be submitted within the applicable timeframe described in Section 3 of this policy.
• The issue must be related to one of the qualifying circumstances listed below.
• Proof of purchase (such as an order confirmation number, receipt, or transaction record) must be provided.
• The request must be made by the original purchaser or an authorized representative.

2.1 Qualifying Circumstances

Refunds may be issued under the following circumstances:

• Incorrect Order: You received an item or meal that is significantly different from what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup order.
• Food Quality Issues: The food you received was spoiled, undercooked, or otherwise not of acceptable quality or safety standards.
• Allergen Concerns: An item contained an allergen that was not disclosed at the time of ordering, despite your explicit allergen request or notation.
• Order Not Delivered: Your delivery order was never received, and there is no proof of delivery to your specified address.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Order Cancellation Before Preparation: Your order was cancelled before food preparation began, in accordance with Section 9 of this policy.

3. Timeframes for Refund Requests

All refund requests must be submitted within the timeframes outlined below. Requests received outside of these windows may not be honored except at the sole discretion of Chuys management.

We strongly encourage customers to contact us as soon as possible after identifying an issue. Delayed reports may reduce our ability to investigate and resolve the matter effectively.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. These include, but are not limited to:

• Completed and accepted dine-in meals: Once a dine-in meal has been served and consumed without complaint raised to staff during the visit, refunds will not typically be issued.
• Change of mind: Refunds will not be granted solely because you changed your mind about your order after it was prepared.
• Customization errors by the customer: If you received exactly what you ordered, including any special customizations you specified, refunds will not be issued due to dissatisfaction with your own customization choices.
• Third-party delivery fees: Delivery fees charged by third-party delivery platforms (such as DoorDash, Uber Eats, or Grubhub) are subject to the refund policies of those respective platforms and are not refundable by Chuys.
• Promotional or discounted items: Items purchased using promotional codes or discount offers may be subject to limited or no refund eligibility as specified in the offer terms.
• Gift cards and store credit: Gift card purchases are non-refundable and non-exchangeable for cash.
• Catering deposits: Non-refundable deposits made for catering services are not eligible for refund unless Chuys cancels the event on its end.

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

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

1. Gather Your Information: Before contacting us, collect the following details:
   • Your order confirmation number or receipt
   • The date and time of the order
   • A description of the issue
   • Photographic evidence, if applicable (e.g., photo of incorrect or damaged food)
2. Contact Us: Reach out to Chuys using one of the following methods within the applicable timeframe:
   • Email: [email protected]
   • Website: chuysmexfood.rest
3. Submit Your Request: In your communication, please include:
   • Your full name and contact information
   • Your order number and date of purchase
   • A clear description of the problem
   • The refund amount you are requesting and the reason
   • Any supporting documentation or photos
4. Await Confirmation: Our customer service team will acknowledge your request within 1–2 business days and may follow up with additional questions.
5. Resolution: Once your request has been reviewed and approved, we will process your refund or provide an alternative resolution (see Section 7 for partial refunds and Section 8 for exchanges).

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times will vary depending on the original payment method used:

Please note that while Chuys processes refunds promptly upon approval, the actual time for funds to appear in your account is largely determined by your financial institution or payment provider. Chuys is not responsible for delays caused by banks or third-party payment processors.

7. Partial Refunds

In certain situations, only a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only a portion of the items in your order were incorrect or missing, and the rest of the order was accurate and satisfactory.
• The food quality issue affected only part of your order.
• A refund is requested for a catering order after partial services have already been rendered.
• A promotional discount was applied to the order, and the refund is calculated based on the actual amount paid rather than the listed price.
• The customer used a partial payment method (e.g., a combination of gift card and credit card), in which case refunds may be split across the original payment methods.

The amount of a partial refund will be assessed on a case-by-case basis by our customer service team, taking into account the nature and extent of the issue. We aim to ensure that the refund amount is fair and proportional to the problem experienced.

8. Exchange Policy

In many cases where there is an issue with your food order, Chuys may offer an exchange or replacement as an alternative to a monetary refund. Our exchange policy is as follows:

• Incorrect items: If you received the wrong item, we will offer to remake and deliver the correct item, subject to availability and operating hours. This option may be offered in lieu of or in addition to a refund.
• Missing items: If an item was missing from your order, we will offer to include it in your next order at no charge or issue a store credit equivalent to the value of the missing item.
• Quality issues: If you experienced a quality issue with your food, we may offer a complimentary replacement meal or a credit toward a future order.
• Timing limitations: Exchanges and replacements are only available during normal operating hours and within a reasonable geographic range for delivery orders.

Exchanges are offered at the discretion of Chuys management and are subject to availability. If an exchange is not feasible, a monetary refund will be considered as described in this policy.

9. Cancellation Policy

Customers who wish to cancel an order should be aware of the following terms:

9.1 Online and Phone Orders

• Orders may be cancelled for a full refund before food preparation begins. Once preparation has started, cancellations may not be accepted, or only a partial refund may be available.
• To cancel an order, you must contact us immediately at [email protected] or by calling us directly. Please refer to the contact information listed in Section 11.
• Due to the perishable nature of food products, we are unable to accept cancellations once food has been prepared and dispatched for delivery or made available for pickup.

9.2 Catering and Large Group Orders

• Catering orders require a minimum of 48 hours' notice for cancellation to receive a full refund of any amounts paid (excluding non-refundable deposits).
• Cancellations made with less than 48 hours' notice may be subject to a cancellation fee of up to 50% of the total order value to cover preparation and staffing costs.
• Cancellations made on the day of the scheduled catering event may not be eligible for any refund.

9.3 Reservations

• Dining reservations may be cancelled without penalty provided notice is given at least 2 hours before the scheduled reservation time.
• No-shows or late cancellations for large party reservations (6 or more guests) may result in a cancellation charge, which will be communicated to you at the time of booking.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, Chuys offers the following dispute resolution process:

1. Step 1 – Internal Review: Contact our customer service team at [email protected] and request that your case be escalated to a manager or supervisor. Provide any additional information or documentation that supports your claim. We will aim to respond to escalated disputes within 3–5 business days.
2. Step 2 – Good-Faith Negotiation: Our management team will review the escalated complaint and attempt to reach a mutually acceptable resolution. We are committed to addressing all legitimate concerns in good faith.
3. Step 3 – Chargeback or Payment Dispute: If you believe you have been wrongly charged, you have the right to dispute the transaction with your bank or credit card issuer. Please note that initiating a chargeback before contacting us may delay the resolution process. We encourage direct communication as the first step.
4. Step 4 – FTC Complaint: As a consumer in the United States, you have the right to file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov if you believe your consumer rights have been violated.
5. Step 5 – Legal Remedies: Nothing in this policy is intended to limit any legal rights you may have under applicable federal or state law. You retain the right to pursue legal remedies available to you under United States law.

11. Contact Information for Refund Requests

For all refund requests, order issues, cancellations, or general inquiries, please contact us using the information below:

12. Policy Updates

Chuys reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at chuysmexfood.rest with a revised effective date. Continued use of our services after any changes constitutes your acceptance of the updated policy. We encourage customers to review this page periodically to stay informed of any updates.

13. Governing Law

This Refund Policy is governed by and construed in accordance with the laws of the United States of America, including applicable federal consumer protection statutes enforced by the Federal Trade Commission (FTC). Any disputes arising under or in connection with this policy shall be subject to the jurisdiction of the applicable courts of the United States.