Refund Policy

At Chopt, we are committed to providing our customers with high-quality food and an exceptional dining experience. We understand that sometimes orders may not meet your expectations, and we want to ensure that any concerns are addressed fairly and promptly. Please read this Refund Policy carefully to understand your rights and our procedures regarding refunds, cancellations, and exchanges.

1. General Overview

This Refund Policy applies to all purchases made through our website at chopt-new.click, our mobile ordering platform, in-store purchases, and any third-party delivery services facilitated through Chopt. By placing an order with us, you agree to the terms outlined in this policy. We reserve the right to update or modify this policy at any time, and any changes will be posted on this page with an updated effective date.

Our refund policy is designed in compliance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and where applicable, the California Consumer Privacy Act (CCPA/CPRA) for customers located in California.

2. Eligibility Conditions for Refunds

Refunds may be issued under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (wrong salad, wrong ingredients, wrong portion size).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food was spoiled, undercooked, or otherwise unfit for consumption at the time of delivery or pickup.
• Allergen Concerns: An allergen that you specifically requested to be excluded was present in your order, resulting in a food safety issue.
• Significant Delay: Your order was delayed by more than 45 minutes beyond the estimated delivery or pickup time, and the food quality was compromised as a result.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Order Not Delivered: Your order was confirmed and paid for but was never delivered to the specified address.

3. Timeframes for Refund Requests

To ensure that we can properly investigate and resolve your issue, refund requests must be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund. However, we encourage you to contact us regardless, as we will make every reasonable effort to assist you.

4. Non-Refundable Items and Services

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

• Orders that have been fully consumed or substantially consumed before a complaint is raised.
• Customizations or add-ons that were correctly prepared according to the instructions provided at the time of ordering.
• Promotional or discounted items purchased during limited-time offers, unless the item was defective or incorrect.
• Gift cards, digital vouchers, or prepaid meal credits once they have been redeemed or used.
• Delivery fees, service fees, or tips paid to third-party delivery providers.
• Orders where the customer provided an incorrect delivery address, resulting in non-delivery or delayed delivery.
• Orders affected by circumstances beyond our control, including but not limited to extreme weather conditions, natural disasters, or public health emergencies, unless the food was not delivered at all.
• Dissatisfaction based solely on personal taste preference, when the order was prepared correctly as specified.

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

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

6. Refund Processing Times by Payment Method

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

7. Partial Refunds

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

• Only one or a few items in a multi-item order were incorrect or missing, and the remainder of the order was satisfactory.
• The food was partially consumed before the issue was identified, and the complaint is deemed valid for the unconsumed portion.
• A promotional discount was applied to the original order, and the refund is calculated based on the actual amount paid rather than the full retail price.
• The quality issue affected only a component of a meal (e.g., a specific topping or dressing), rather than the entire item.
• A delay in delivery occurred, but the food was still delivered and was of acceptable quality at a reduced value.

Partial refund amounts will be determined at the sole discretion of our customer service team, based on a fair assessment of the situation. We aim to be as fair and transparent as possible in all partial refund decisions.

8. Cancellation Policy

We understand that plans change, and we will accommodate cancellation requests whenever possible. Please note the following cancellation terms:

8.1 Online Orders (Pick-Up)

Online pick-up orders may be cancelled for a full refund if the cancellation request is made within 5 minutes of placing the order and before preparation has begun. Once our kitchen team has started preparing your order, cancellations may not be possible, and a refund may not be issued.

8.2 Delivery Orders

Delivery orders placed through our website may be cancelled for a full refund if cancelled within 5 minutes of order placement and before the order has been sent to the kitchen. If the order is already being prepared or has been picked up for delivery, cancellation is not possible.

For orders placed through third-party delivery apps (DoorDash, Uber Eats, Grubhub, etc.), cancellation policies are governed by those platforms, and you should contact them directly to request a cancellation.

8.3 Catering and Group Orders

For catering orders or large group orders, cancellations must be made at least 48 hours before the scheduled pickup or delivery time to receive a full refund. Cancellations made within 24–48 hours may be subject to a cancellation fee of up to 50% of the total order value. Cancellations made less than 24 hours before the scheduled time are non-refundable, as significant preparation resources will have been committed.

9. Exchange Policy

Chopt does not offer traditional product exchanges as our food items are freshly prepared. However, in cases where an incorrect item was received, we will make every effort to provide a replacement as quickly as possible, subject to the following conditions:

• Replacement orders for incorrect items can be requested within 1 hour of receiving your original order for in-store or pick-up orders.
• For delivery orders, replacement may be offered as a store credit or a new order at no additional charge, depending on the circumstances and feasibility.
• Replacements are subject to ingredient availability and operating hours at the relevant Chopt location.
• We reserve the right to issue a refund in lieu of a replacement if fulfilling the replacement is not operationally feasible.

10. Dispute Resolution Process

We strongly encourage customers to contact us directly to resolve any issues before pursuing formal dispute channels. Our team is dedicated to finding fair and timely solutions. However, if you feel your concern has not been adequately addressed, the following dispute resolution process applies:

10.1 Internal Escalation

If you are not satisfied with the initial response from our customer service team, you may request that your case be escalated to a senior representative or manager. Please indicate in your follow-up email that you wish to escalate your complaint.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute a charge with your bank or credit card issuer if you believe an error has occurred. However, we ask that you contact us first, as many issues can be resolved quickly without the need for a chargeback. Initiating a chargeback without first contacting Chopt may affect your ability to use our services in the future.

10.3 Consumer Protection Resources

If you believe our business practices violate consumer protection laws, you may file a complaint with:

• Federal Trade Commission (FTC): www.ftc.gov
• Your State Attorney General's Office
• Better Business Bureau (BBB): www.bbb.org
• For California residents: California Department of Consumer Affairs under the applicable provisions of the CCPA/CPRA.

10.4 Governing Law

This Refund Policy shall be governed by and construed in accordance with the laws of the United States. Any disputes arising from this policy that cannot be resolved informally shall be subject to binding arbitration in accordance with the rules of the American Arbitration Association (AAA), waiving the right to a jury trial, except where prohibited by applicable law.

11. Third-Party Delivery Platform Orders

If your order was placed through a third-party delivery platform such as DoorDash, Uber Eats, Grubhub, or any other service, please note the following:

• Refund requests for orders placed through third-party platforms should be directed to those platforms first, as they process the payment on your behalf.
• Chopt has limited control over the refund processes of third-party delivery services.
• If a third-party platform is unable to assist you, please contact us directly at [email protected], and we will do our best to help resolve the issue.
• Delivery fees, surge pricing, and tips collected by third-party platforms are not refundable through Chopt.

12. Store Credit as an Alternative

In some cases where a cash refund is not applicable, Chopt may offer store credit as an alternative resolution. Store credit will be:

• Applied to your Chopt account or issued as a digital voucher code via email.
• Valid for a period of 12 months from the date of issuance.
• Non-transferable and cannot be exchanged for cash.
• Applicable to future orders placed directly through our website at chopt-new.click or in-store.

13. Contact Information for Refund Requests

For all refund inquiries, cancellation requests, or order issues, please reach out to us using the information below. Our customer service team is available to assist you Monday through Friday, 9:00 AM to 6:00 PM (Eastern Time).

When contacting us, please include your order number, the email address used to place the order, a description of the issue, and any supporting documentation (such as photos). This will help us process your request as efficiently as possible.

14. Policy Updates

Chopt reserves the right to amend, update, or modify this Refund Policy at any time without prior notice. The most current version of this policy will always be available on our website at chopt-new.click. Your continued use of our services following any changes to this policy constitutes your acceptance of the updated terms. We encourage you to review this policy periodically to stay informed of any changes.

Last Updated: July 1, 2026