Refund Policy

Effective Date: June 25, 2026 | Last Updated: June 25, 2026

1. Overview

Chopt ("we," "us," or "our") operates as a food service business in the United States. Because our products are perishable food items prepared fresh to order, our refund policy is designed to be fair while accounting for the nature of the food industry. We take every complaint seriously and strive to make every customer experience a positive one.

This policy applies to all orders placed directly through our website at choptsalads.rest, by phone, or through any third-party delivery platforms we partner with. For orders placed through third-party applications, their individual refund policies may also apply.

By placing an order with Chopt, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy, as well as our Terms of Service and Privacy Policy.

2. Eligibility Conditions for Refunds

We want every meal to meet your expectations. A refund or credit may be issued under the following conditions:

• Incorrect Order: You received an item that differs from what you ordered (e.g., wrong ingredients, wrong dish, or missing items).
• Food Quality Issues: The food delivered or prepared was of unacceptable quality, such as being spoiled, improperly prepared, or containing foreign objects.
• Allergen Concerns: If your order contained an allergen you specifically requested be excluded and this caused harm or a significant concern, you may be eligible for a full refund.
• Order Not Delivered: Your order was confirmed and charged but was not delivered within a reasonable time window and was never received.
• Significant Delay: Your order was delayed to such an extent that the food quality was severely compromised upon arrival.
• Duplicate Charge: You were charged more than once for the same order due to a technical error.

Refunds are evaluated on a case-by-case basis. We reserve the right to request photographic evidence or additional information to process your claim.

3. Non-Refundable Items and Situations

Due to the perishable nature of food products, certain situations do not qualify for a refund. These include but are not limited to:

• Orders where you simply changed your mind after preparation has begun.
• Customization errors made by the customer at the time of ordering (e.g., selecting the wrong dressing or toppings).
• Meals that have been partially or fully consumed before a complaint is raised, unless there is a documented quality issue.
• Dissatisfaction based solely on personal taste preferences when the order was prepared correctly as specified.
• Orders affected by delivery delays caused by circumstances beyond our control, including severe weather, traffic, or natural disasters.
• Digital gift cards or promotional credits after they have been redeemed.
• Orders placed through third-party delivery platforms that have their own separate refund policies (in such cases, you must contact the respective platform directly).

4. Refund Request Timeframes

Timely reporting is critical given the perishable nature of food. All refund requests must be submitted within the following timeframes:

Requests submitted outside these timeframes 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 there is an issue.

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

If you believe you are entitled to a refund, please follow these steps:

1. Step 1 – Gather Your Information: Before contacting us, please have the following ready:
   • Your full name and contact information
   • Your order number or confirmation email
   • The date and time of your order
   • A clear description of the issue
   • Photographic evidence, if applicable (e.g., photo of incorrect or unsatisfactory food)
2. Step 2 – Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: choptsalads.rest
3. Step 3 – Submit Your Claim: Clearly state the reason for your refund request and attach any supporting documentation or photos. Include your preferred method of contact and the resolution you are seeking (refund, replacement, or store credit).
4. Step 4 – Await Review: Our customer service team will review your claim and may follow up with additional questions. We aim to acknowledge all refund requests within 1–2 business days.
5. Step 5 – Resolution: Once reviewed, we will inform you of the outcome. If approved, your refund will be processed according to the timeframes outlined 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: Refund processing times are estimates and may vary depending on your bank or financial institution. Chopt is not responsible for delays caused by third-party financial processors. If you have not received your refund within the timeframe listed, please contact your bank before reaching out to us.

7. Partial Refunds

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

• Only a portion of your order was incorrect or missing (e.g., one item out of multiple items ordered).
• The food quality issue affected only part of your order.
• You consumed a portion of the meal before identifying an issue, and we cannot verify the extent of the problem.
• An order was delivered late but was still received and partially consumed.
• A promotional discount or coupon was applied to the original order, and the refund amount will reflect the actual amount paid.

The amount of a partial refund will be determined by our customer service team based on the nature and extent of the issue reported. We will communicate the refund amount to you before processing.

8. Exchange Policy

Due to the perishable and made-to-order nature of our food products, direct exchanges (i.e., returning a prepared item for a different one) are generally not possible for food safety reasons. However, in cases where an order was clearly prepared incorrectly, we may offer one of the following resolutions at our discretion:

• Replacement Meal: If you are dining in or picking up in-store, we may be able to prepare a replacement item promptly.
• Store Credit: We may offer store credit equivalent to the value of the incorrect or unsatisfactory item for use on a future order.
• Partial or Full Refund: As outlined in Sections 6 and 7 of this policy.

Replacement meals are subject to availability and may not always be possible for delivery orders. In such cases, a refund or store credit will be offered as an alternative.

9. Cancellation Policy

We understand that plans change. However, because our food is prepared fresh to order, cancellation requests are subject to the following conditions:

9.1 Online and Phone Orders

• Before Preparation Begins: If you contact us to cancel your order before it has entered preparation, we will issue a full refund. Please contact us as quickly as possible after placing your order.
• During Preparation: If your order is already being prepared, we may not be able to cancel it. In such cases, we will do our best to accommodate your request, but a full refund may not be available.
• After Preparation/Dispatch: Once an order has been prepared and dispatched for delivery, cancellations are not accepted and no refund will be issued unless there is a verified quality or accuracy issue.

9.2 Catering Orders

For catering or large group orders:

• Cancellations made more than 48 hours before the scheduled service time are eligible for a full refund.
• Cancellations made between 24 and 48 hours before the scheduled service time are eligible for a 50% refund or full store credit.
• Cancellations made less than 24 hours before the scheduled service time are generally not eligible for a refund, as food preparation and staffing resources will have already been committed.

9.3 How to Cancel

To request a cancellation, contact us immediately via:

• Email: [email protected]
• Website: choptsalads.rest

Please include your order number, name, and the reason for cancellation in your message.

10. Dispute Resolution Process

If you are not satisfied with the resolution provided by our customer service team, you have the right to escalate your concern. We encourage all customers to first exhaust our internal resolution process before seeking external remedies.

10.1 Internal Escalation

If your initial refund request was denied or you are unhappy with the proposed resolution, you may request to have your case reviewed by a senior member of our customer support team. Please send a follow-up email to [email protected] with the subject line "Refund Escalation – [Your Order Number]" and include any additional information or evidence that supports your claim.

10.2 Chargeback and Credit Card Disputes

You have the right to dispute a charge with your bank or credit card provider. However, we ask that you first contact us directly to resolve the issue, as chargebacks can be costly and time-consuming for both parties. Under the Fair Credit Billing Act (FCBA) and regulations enforced by the Federal Trade Commission (FTC), you have rights as a consumer when disputing billing errors with your financial institution.

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
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's local Department of Consumer Affairs or Attorney General's office.

For customers in California, you may also have rights under the California Consumer Privacy Act (CCPA/CPRA) and the California Consumers Legal Remedies Act (CLRA) regarding your consumer transactions and data.

10.4 Informal Resolution

Before initiating any formal legal proceedings, both parties agree to attempt to resolve any dispute informally by contacting Chopt at [email protected]. We will try to resolve the dispute within 30 days of receiving your written notice.

11. Food Safety and Health Concerns

Your health and safety is our top priority. If you believe you have experienced a foodborne illness or an adverse reaction directly linked to food consumed from Chopt, please take the following steps:

1. Seek medical attention immediately if you are experiencing a serious health issue.
2. Retain any remaining food for potential inspection, if safe to do so.
3. Contact us at [email protected] as soon as possible with details of your concern, your order information, and the symptoms experienced.
4. You may also report food safety concerns to your local health department or the U.S. Food and Drug Administration (FDA) at www.fda.gov.

Cases involving health and safety will be treated with the highest priority and reviewed immediately by our team.

12. Amendments to This Policy

Chopt reserves the right to update or modify this Refund Policy at any time without prior notice. Any changes will be posted on our website at choptsalads.rest with a revised effective date. Your continued use of our services after any changes to this policy constitutes your acceptance of those changes. We encourage you to review this policy periodically to stay informed of any updates.

13. Contact Information

For all refund requests, cancellations, or questions related to this policy, please contact our customer support team: