Refund Policy

At Chuy's, we are committed to delivering high-quality food and an exceptional dining experience to every customer. We understand that situations may arise where a refund or exchange is necessary. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are handled. By placing an order through our website at newchuys.click or through any affiliated ordering platform, you agree to the terms described in this policy.

Please read this policy carefully before completing your purchase. If you have any questions, our customer support team is available to assist you at [email protected].

1. General Refund Eligibility

Chuy's strives to ensure that every order meets our high standards of quality and accuracy. Refund eligibility is determined on a case-by-case basis. However, the following general conditions apply:

• The order was placed through the official Chuy's website at newchuys.click or through an authorized ordering channel affiliated with Chuy's.
• The refund request is submitted within the applicable timeframe described in this policy.
• A valid reason for the refund is provided, including but not limited to: incorrect items delivered, missing items, food quality concerns, or order never received.
• Sufficient documentation is provided upon request (e.g., photos of the order, receipt, or order confirmation number).
• The customer has not violated any terms set forth in our Terms of Service.

2. Timeframes for Refund Requests

To ensure timely resolution, all refund requests must be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a full refund. However, Chuy's reserves the right to exercise discretion in exceptional circumstances.

3. Non-Refundable Items and Services

Certain purchases are not eligible for refunds under any circumstances. These include:

• Consumed food items: Orders that have been substantially consumed are not eligible for a refund unless a verifiable quality issue is identified.
• Promotional or discounted items: Items purchased as part of a limited-time promotion, discount, or special offer are generally non-refundable unless they arrive incorrect or inedible.
• Gift cards and store credits: Gift cards and promotional credits issued by Chuy's are non-refundable and cannot be exchanged for cash.
• Delivery fees and service charges: Delivery fees, service fees, and tips are non-refundable except in cases where the order was never delivered due to an error on our part.
• Customized orders: Orders that include specific customer customizations (e.g., special dietary modifications, personalized add-ons) that were prepared correctly as requested are not eligible for refund based on change of preference.
• Orders placed through third-party platforms: If your order was placed through a third-party delivery service (e.g., DoorDash, Uber Eats, Grubhub), refund requests must be directed to that platform per their individual refund policies. Chuy's is not responsible for refunds on orders placed via third-party platforms.

4. How to Request a Refund

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

Step 1: Gather Your Order Information

Before contacting us, collect the following information to help expedite your request:

• Your full name and contact information
• Order confirmation number or receipt
• Date and time of the order
• Description of the issue (missing item, wrong item, quality concern, etc.)
• Photographic evidence, if applicable (especially for food quality complaints or incorrect items)

Step 2: Contact Our Customer Support Team

Submit your refund request through one of the following channels:

• Email: [email protected]
• Website: newchuys.click

When emailing, please use the subject line: "Refund Request – [Your Order Number]" to help our team identify and prioritize your inquiry.

Step 3: Await Confirmation

Once we receive your request, our customer care team will acknowledge receipt within 1–2 business days and may follow up to request additional documentation or clarification.

Step 4: Review and Decision

Our team will review your request and notify you of our decision within 3–5 business days of receiving all required information. We may approve a full refund, partial refund, or store credit depending on the circumstances.

Step 5: Refund Issued

If approved, refunds will be processed according to the payment method used at the time of purchase (see Section 5 for processing times).

5. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account depends on your payment method:

6. Partial Refunds

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

• Only a portion of the order was incorrect or missing.
• The food was partially consumed before a quality issue was identified.
• The order was delayed but ultimately delivered.
• A promotional discount or coupon was applied to the original order, reducing the net refundable amount.
• The customer accepted part of the order without issue.

The refund amount for partial refunds will be determined by Chuy's based on the specific items or portion of the order affected. Our team will communicate the exact refund amount prior to processing.

7. Exchange Policy

For in-store or contactless pickup orders, Chuy's may offer an exchange for an incorrect or unsatisfactory item rather than a monetary refund, subject to the following conditions:

• The exchange request must be made at the time of pickup or within 30 minutes of receiving the order.
• The original item must be returned in as close to its original condition as possible (uneaten or minimally consumed).
• Exchanges are subject to product availability at the time of the request.
• If the replacement item is of lesser value, the difference will not be refunded unless a documented error was made by Chuy's.
• If the replacement item is of greater value, the customer may be required to pay the price difference.

Chuy's reserves the right to decline an exchange request if the item has been substantially consumed or if the request is deemed unreasonable.

8. Cancellation Policy

We understand that plans can change. Here is our cancellation policy for online and phone orders:

8.1 Online Orders

• Before preparation begins: Orders cancelled before they enter the preparation stage are eligible for a full refund.
• During preparation: Once our kitchen has begun preparing your order, cancellations may only be eligible for a partial refund or store credit, depending on how far along the preparation is at the time of the cancellation request.
• After preparation is complete: Orders that have already been prepared are not eligible for cancellation or refund unless there is a documented error on our part.

8.2 Catering and Large Group Orders

For catering orders or large group reservations:

• Cancellations made 48 hours or more before the scheduled event or delivery are eligible for a full refund.
• Cancellations made 24–47 hours before the scheduled event are eligible for a 50% refund or full store credit.
• Cancellations made less than 24 hours before the scheduled event are not eligible for a refund. Store credit may be issued at Chuy's discretion.

8.3 How to Cancel an Order

To cancel an order, contact us immediately at [email protected] with your order number and the reason for cancellation. The sooner you contact us, the greater the likelihood of a successful cancellation.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Chuy's offers the following dispute resolution process:

9.1 Internal Escalation

If your initial refund request was denied or you feel the outcome was not fair, you may request an escalation of your case by:

• Emailing [email protected] with the subject line: "Refund Dispute Escalation – [Your Order Number]"
• Providing any additional documentation or evidence to support your claim.

Escalated cases will be reviewed by a senior member of our customer experience team within 5–7 business days.

9.2 Chargeback Policy

Chuy's encourages customers to contact us directly before initiating a chargeback through their bank or credit card provider. Chargebacks initiated without first contacting Chuy's customer support may result in the suspension of your account and future ordering privileges.

9.3 Consumer Protection Rights

As a customer in the United States, you have certain rights under applicable federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act. Customers in California may have additional rights under the California Consumer Protection Act and related statutes. Nothing in this Refund Policy is intended to limit or override your statutory consumer rights.

9.4 Informal Resolution

We encourage all parties to attempt to resolve disputes informally through direct communication with our customer support team before pursuing formal legal remedies.

10. Fraud Prevention

Chuy's takes fraudulent refund requests seriously. Submitting false claims, providing fabricated documentation, or engaging in any form of refund abuse may result in:

• Permanent suspension of your account and ordering privileges.
• Reporting of fraudulent activity to relevant authorities.
• Legal action to recover losses resulting from fraudulent claims.

11. Policy Updates

Chuy's reserves the right to update or modify this Refund Policy at any time without prior notice. Changes will be posted on our website at newchuys.click 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 policy periodically.

12. Contact Information

For all refund requests, cancellations, exchanges, or questions related to this policy, please contact our customer support team using the information below:

Our customer support team is available to assist you and will make every effort to resolve your concern in a timely and fair manner. We value your business and appreciate your trust in Chuy's.