Refund Policy

Overview

At Church's Chicken, we are committed to providing our customers with the highest quality food and exceptional service. Your satisfaction is our top priority, and we stand behind every meal we serve.

We encourage customers to contact us immediately if there are any concerns with their order, as we are better able to address issues promptly and ensure your satisfaction.

Refund Eligibility

Refunds may be granted under the following conditions:

Timeframe Requirements

• Dine-in orders: Issues must be reported before leaving the restaurant or within 1 hour of service
• Takeout orders: Issues must be reported within 2 hours of pickup
• Delivery orders: Issues must be reported within 1 hour of delivery
• Gift cards: Refund requests must be made within 30 days of purchase

Product Condition

• Food items must be substantially unconsumed (more than 75% remaining)
• Items must be returned in original packaging when applicable
• Temperature-sensitive items must still be at appropriate serving temperature

Proof of Purchase

• Original receipt or order confirmation number
• Valid payment method verification
• Photo evidence may be requested for delivery/takeout orders

Non-Refundable Items and Services

The following items and services are not eligible for refunds:

• Consumed items: Food items that have been substantially consumed (less than 75% remaining)
• Special orders: Custom or modified items prepared to customer specifications
• Promotional items: Free or discounted items received through promotions or coupons
• Beverages: Once opened or partially consumed
• Third-party delivery fees: Fees charged by external delivery services
• Catering deposits: Non-refundable deposits for catering services (may be transferable)
• Digital products: Downloaded coupons, loyalty points, or digital gift cards
• Expired promotions: Items purchased using expired coupons or promotional codes

Refund Process

Follow these steps to request a refund:

Step 1: Contact Us Immediately

• Speak with a manager at the restaurant location
• Call our customer service hotline: +1 604-423-4840
• Email us at: [email protected]
• Submit a request through our website contact form

Step 2: Provide Required Information

• Order number or receipt details
• Date and time of purchase
• Location where order was placed
• Detailed description of the issue
• Photos of the item(s) if applicable

Step 3: Return Items (if required)

• Bring items back to the restaurant if instructed
• Keep items refrigerated if return is delayed
• Present original receipt or proof of purchase

Step 4: Refund Authorization

• Manager will review your request
• Decision will be made based on policy guidelines
• You will be notified of the decision immediately

Refund Methods and Timeframes

Refund Methods

Refunds will be processed using the original payment method whenever possible:

• Cash purchases: Cash refund provided immediately
• Credit/Debit cards: Refund processed to original card
• Gift cards: Credit restored to original gift card or new card issued
• Mobile payments: Refund processed through original payment app

Processing Timeframes

• Cash refunds: Immediate
• Credit/Debit cards: 3-5 business days
• Gift cards: Immediate credit restoration
• Mobile payments: 1-3 business days

Exchanges

In many cases, we prefer to offer exchanges rather than refunds to ensure you receive a satisfactory meal:

Exchange Policy

• Same-day exchanges: Preferred option for quality issues
• Equal value replacement: Items can be exchanged for items of equal or lesser value
• Upgrade options: Pay the difference for higher-value items
• Alternative selections: Choose different menu items if preferred

Exchange Process

• Return to the same location if possible
• Present original receipt
• Explain the issue with your original order
• Select replacement items
• New items will be prepared fresh

Damaged or Defective Items

We take special care with orders that arrive damaged or do not meet our quality standards:

Quality Issues Include

• Food served at incorrect temperature
• Missing items from order
• Incorrect preparation or ingredients
• Foreign objects found in food
• Spoiled or expired ingredients
• Damaged packaging affecting food safety

Immediate Actions

• Stop consumption immediately if food safety is a concern
• Document the issue with photos if possible
• Contact us immediately for fastest resolution
• Preserve the item for inspection if required

Resolution Options

• Full refund of affected items
• Complete order replacement
• Store credit for future visit
• Additional compensation for serious quality issues

Contact Information for Refund Requests

Our customer service team is ready to help resolve any issues with your order:

What to Have Ready

• Order receipt or confirmation number
• Date and time of purchase
• Location where order was placed
• Detailed description of the issue
• Photos of items (if applicable)
• Preferred resolution (refund, exchange, credit)

Additional Terms

• This policy applies to all Church's Chicken locations and delivery services
• Management reserves the right to make exceptions to this policy on a case-by-case basis
• Refund decisions are final and not subject to further appeal
• This policy may be updated periodically; current version available on our website
• Local health department regulations may affect refund eligibility

Last Updated: January 2026

For questions about this refund policy, please contact our customer service team.