Refund Policy

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

1. Introduction

At Chopt, we are committed to providing our customers with the freshest, highest-quality food and the best possible dining experience. We understand that occasionally issues may arise with your order, and we want to make the process of resolving those issues as smooth and straightforward as possible.

This Refund Policy has been established in accordance with applicable United States consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act (15 U.S.C. § 41 et seq.), as well as any applicable state-level consumer protection statutes. This policy governs all transactions made through our website at choptsalads.click, whether for in-store pickup, delivery, catering orders, or any other services we offer.

We encourage all customers to review this policy thoroughly. If you have any questions or concerns, please do not hesitate to contact our customer support team using the contact details provided at the end of this document.

2. Eligibility Conditions for Refunds

To be eligible for a refund, your request must meet one or more of the following conditions:

• Incorrect Order: You received an item or order that is different from what you placed. This includes wrong ingredients, missing components, or an entirely different meal.
• Food Quality Issues: The food you received was spoiled, contaminated, undercooked, overcooked, or otherwise unfit for consumption at the time of delivery or pickup.
• Allergic Ingredient Violations: An ingredient that you explicitly requested to be excluded due to a known allergy or dietary restriction was included in your order, posing a health risk.
• Order Not Received: Your delivery order was never delivered to the address you provided, and our records confirm the non-delivery.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error on our platform.
• Canceled Order by Chopt: In the event that Chopt cancels your order for any reason (e.g., unavailability of ingredients, operational issues), you are entitled to a full refund.
• Significant Order Delay: Your order was significantly delayed beyond the estimated delivery or pickup time, and you no longer wish to receive it, subject to verification.

Refund requests that do not meet one or more of the above conditions may be considered on a case-by-case basis at the sole discretion of Chopt's customer service team.

3. Non-Refundable Items and Services

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

• Change of Mind: Refunds will not be issued simply because you changed your mind about your order after it has been prepared and dispatched.
• Completed and Consumed Orders: If a significant portion of your order has been consumed and your complaint is based on personal preference rather than a quality or accuracy issue, a refund may not be granted.
• Incorrect Delivery Address: If an order was not delivered due to an incorrect address provided by the customer, a refund will not be issued for delivery fees.
• Customization Errors by Customer: If you made an error when customizing your own order (e.g., selecting the wrong dressing or topping), this does not qualify for a refund.
• Promotional and Discounted Items: Items purchased using special promotional codes or offered at heavily discounted prices may not be eligible for refunds, unless they are defective or incorrect.
• Gift Cards and Digital Credits: Purchases of gift cards or store credits are non-refundable once issued, except as required by applicable law.
• Delivery Fees: Delivery fees are generally non-refundable unless the order was never delivered due to an error on our part.
• Catering Deposits: Non-refundable deposits paid for catering services, as detailed in the catering agreement, are not eligible for refunds except under specific cancellation terms outlined in Section 9.

4. Timeframes for Refund Requests

We maintain strict timeframes within which refund requests must be submitted in order to be considered. Please review the following timelines carefully:

Requests submitted outside of these timeframes may be reviewed at our discretion but cannot be guaranteed. We strongly recommend contacting us as soon as possible after experiencing an issue with your order.

5. How to Request a Refund

To submit a refund request, please follow the step-by-step process below:

1. Gather Your Order Information: Before reaching out, have your order confirmation number, the date and time of your order, and the email address used to place the order ready for reference.
2. Document the Issue: Where possible, take photographs or screenshots of the problem (e.g., incorrect items, damaged packaging, spoiled food). This documentation will help us process your request faster.
3. Contact Our Customer Support Team: Reach out to us using one of the methods below:
   • Email: [email protected]
   • Website: choptsalads.click
4. Provide a Clear Description: In your message, clearly describe the issue, including which item(s) are affected, the nature of the problem, and the resolution you are seeking (refund, replacement, or store credit).
5. Attach Supporting Documents: Attach any photos, screenshots, or order receipts that support your claim.
6. Await Confirmation: Our customer service team will acknowledge receipt of your request within 1–2 business days and may ask follow-up questions to fully assess your case.
7. Receive a Decision: Once your request has been reviewed, we will notify you of our decision and, if approved, initiate the refund process.

6. Refund Processing Times by Payment Method

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

Please note that these timeframes begin from the date we initiate the refund and are subject to your financial institution's processing times, which are beyond our control. If your refund does not appear within the stated timeframe, we recommend contacting your bank or payment provider before reaching out to us.

7. Partial Refunds

In some cases, a partial refund may be issued rather than a full refund. Circumstances that may result in a partial refund include:

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the remainder of the order was received as expected.
• A food quality concern affected only one or a few items in a larger catering or group order.
• A discount, promotion, or coupon was applied to the order, and the refund reflects the actual amount paid for the affected item(s).
• The order was partially consumed before the issue was identified, and the unconsumed portion is being returned or documented.
• A delivery fee dispute where the delivery was completed but delayed beyond an acceptable threshold.

Partial refund amounts will be calculated based on the individual item pricing listed at the time of purchase. Chopt reserves the right to determine the appropriate refund amount in all partial refund situations, taking into account the specific circumstances of each case.

8. Exchange Policy

Due to the perishable nature of our food products, traditional item exchanges (returning a product and receiving a new one) are generally not available. However, we offer the following alternatives:

• Order Replacement: If your order was incorrect or contained a quality issue, we may offer to prepare and deliver a replacement order at no additional charge, subject to availability and location.
• Store Credit: In lieu of 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 at choptsalads.click.
• Complimentary Item: For minor order discrepancies, we may offer a complimentary item on your next visit or order as a gesture of goodwill.

Exchange or replacement requests are subject to the same eligibility conditions and timeframes outlined in Sections 2 and 4 of this policy. All replacements are at the discretion of Chopt and are subject to ingredient and operational availability.

9. Cancellation Policy

Our cancellation policy varies depending on the type of order placed:

9.1 Standard Online Orders

Once a standard order (individual meal, pickup, or standard delivery) has been placed and confirmed, it enters our kitchen preparation queue immediately. As a result:

• Cancellations requested within 5 minutes of placing the order may be accepted without penalty, subject to preparation status.
• Cancellations requested after the 5-minute window may not be possible, and a refund may not be issued if preparation has already begun.
• If we are able to successfully cancel your order, a full refund will be issued using the original payment method.

9.2 Catering and Group Orders

Catering and large group orders require advance planning and ingredient procurement. The following cancellation terms apply:

• Cancellation more than 72 hours before the event: Full refund, minus any non-refundable deposit as specified in the catering agreement.
• Cancellation between 48–72 hours before the event: 50% refund of the total order value, excluding deposits.
• Cancellation less than 48 hours before the event: No refund will be issued, as ingredients and staffing will have already been allocated.

9.3 Cancellations by Chopt

In the rare event that Chopt must cancel your order due to circumstances such as ingredient unavailability, staff shortages, technical failures, or other operational issues, you will receive a full refund of all amounts paid, including delivery fees. We will notify you promptly in such cases and offer to reschedule your order if possible.

10. Third-Party Delivery Platform Orders

If you placed your order through a third-party delivery platform such as DoorDash, Uber Eats, Grubhub, or a similar service, please be aware of the following:

• Refund and cancellation requests for orders placed through third-party platforms must be directed to the respective platform's customer support team, as your transaction was processed by that platform.
• Chopt does not have access to payment information for orders placed through third-party platforms and therefore cannot process refunds directly for those orders.
• Each platform has its own refund and dispute resolution policy, which will govern your request.
• If you believe the issue is directly related to food quality or preparation error by Chopt, we encourage you to contact us as well, so we can address the matter internally and improve our service.

11. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate the matter through our formal dispute resolution process:

1. Step 1 – Internal Review Request: Submit a written request for an internal review to [email protected] with the subject line "Refund Dispute – [Your Order Number]." Include all relevant documentation and a clear explanation of why you believe the initial decision was incorrect.
2. Step 2 – Senior Review: Your case will be escalated to a senior member of our customer experience team, who will conduct a thorough review of all communications and documentation within 5–7 business days.
3. Step 3 – Final Decision: You will receive a written response outlining the final decision. If a refund is warranted upon review, it will be processed promptly.
4. Step 4 – External Dispute Resolution: If you remain unsatisfied after exhausting our internal dispute resolution process, you may:
   • File a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or by calling 1-877-FTC-HELP (1-877-382-4357).
   • Contact your state's consumer protection office.
   • Initiate a chargeback through your bank or credit card provider, subject to their applicable policies and timeframes.

12. Consumer Rights Under Applicable Law

As a consumer in the United States, you have certain rights under federal and state consumer protection laws. These rights may include, but are not limited to:

• The right to accurate information about the products and services you purchase.
• The right to receive goods that conform to the description provided at the time of purchase.
• The right to dispute unauthorized charges with your financial institution.
• If you are a California resident, additional rights may apply under the California Consumer Privacy Act (CCPA) and the California Consumer Protection statutes. For more information, please consult the California Department of Consumer Affairs.
• Rights under state-specific consumer protection laws in the state where you reside.

Nothing in this Refund Policy is intended to limit or waive any rights you may have under applicable law. In the event of any conflict between this policy and your legal rights, your legal rights shall prevail.

13. Amendments to This Policy

Chopt reserves the right to amend, update, or modify this Refund Policy at any time without prior notice. Any changes will be posted on our website at choptsalads.click with an updated effective date. We encourage customers to review this policy periodically to stay informed of any changes. Your continued use of our website and services following any modification constitutes your acceptance of the revised policy.

14. Contact Information for Refund Requests

For all refund requests, inquiries, or concerns related to this policy, please contact our customer support team using the details below. Our team is available to assist you and is committed to responding to all inquiries promptly.

When contacting us regarding a refund, please include the following information to help us process your request efficiently:

• Your full name and contact email address
• Your order confirmation number
• The date and time the order was placed
• A description of the issue
• Supporting photos or documentation (if applicable)
• Your preferred resolution (refund, store credit, or replacement)

We value your business and appreciate your trust in Chopt. Our goal is to ensure every customer has a positive experience, and we are dedicated to addressing any issues quickly and fairly. Thank you for choosing Chopt.

This Refund Policy was last updated on June 25, 2026, and is effective as of the same date.