Refund Policy

At Chuy's, we are committed to delivering exceptional food and dining experiences to every customer. We understand that situations may arise where a refund or adjustment is necessary. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are handled. Please read this policy carefully before placing an order or making a reservation.

1. Overview

This Refund Policy applies to all purchases made through our website at chuysrestaurant.rest, via phone, or in person at any Chuy's location. By placing an order or making a purchase with us, you agree to the terms set forth in this policy. We strive to handle all refund and complaint situations fairly, promptly, and in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act.

Our team is dedicated to resolving any issues you may experience with your order. If you are not satisfied with your experience, we encourage you to contact us as soon as possible so we can make it right.

2. Eligibility Conditions for Refunds

A refund may be issued under the following circumstances:

• Incorrect Order: You received a food item or order that does not match what you placed.
• Missing Items: One or more items from your order were not included in your delivery or takeout bag.
• Food Quality Issues: The food received was spoiled, improperly prepared, or posed a health or safety concern.
• Allergic Reaction or Ingredient Discrepancy: The order contained ingredients not disclosed on the menu, despite a clearly communicated allergy or dietary restriction.
• Order Not Received: A confirmed delivery order was never delivered and cannot be located.
• Duplicate Charges: Your payment method was charged more than once for the same order.
• Technical Error: An online ordering system error resulted in an unintended or incorrect charge.

Refunds are evaluated on a case-by-case basis. Chuy's reserves the right to request supporting documentation, such as photographs or order receipts, before approving a refund.

3. Timeframes for Refund Requests

To be eligible for a refund, you must report the issue within the following timeframes:

Refund requests submitted outside of these timeframes may not be honored. We encourage customers to inspect their orders upon receipt and to contact us immediately if any issues are found.

4. Non-Refundable Items and Services

Certain purchases are not eligible for refunds. These include, but are not limited to:

• Food items that have been partially or fully consumed, except in cases of documented health or safety concerns.
• Promotional or discounted items purchased during limited-time offers, unless the item is defective or incorrect.
• Gift cards and store credit — these are non-refundable and non-transferable for cash.
• Catering or event deposits canceled less than 48 hours before the scheduled event.
• Custom or specially prepared menu items made upon request that deviate from standard menu offerings.
• Delivery fees, service fees, and platform fees charged by third-party delivery services (e.g., DoorDash, Uber Eats, Grubhub) — these are governed by the respective platform's refund policy.
• Tips or gratuities added to orders.

5. How to Request a Refund

Follow these steps to submit a refund request:

1. Step 1 — Gather Your Information: Collect your order confirmation number, receipt, date and time of the order, and any relevant photos or documentation of the issue (e.g., photos of incorrect or damaged food).
2. Step 2 — Contact Us: Reach out to Chuy's customer support using one of the following methods:
   • Email: [email protected]
   • Website: chuysrestaurant.rest
3. Step 3 — Provide Details: Clearly describe the issue in your message. Include your full name, contact information, order number, the specific item(s) in question, and a detailed explanation of the problem. Attach any supporting photos or documentation.
4. Step 4 — Await Confirmation: Our team will acknowledge your request within 1–2 business days. We may follow up with additional questions to better understand your concern.
5. Step 5 — Resolution: Once your request is reviewed and approved, we will notify you of the outcome and initiate the appropriate refund, credit, or replacement within the timeframes specified in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will vary depending on your original payment method:

Please note that while we initiate the refund on our end promptly, your financial institution or payment provider may take additional time to reflect the credit in your account. Chuy's is not responsible for delays caused by banks or third-party payment processors.

7. Partial Refunds

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

• Only some items in a multi-item order were incorrect, missing, or unsatisfactory — a refund will be issued only for the affected items.
• A food quality issue affected only a portion of the order, and the remainder of the order was acceptable.
• A catering or group order is partially canceled within the cancellation window, where some items are non-refundable.
• A discount, coupon, or promotional credit was applied to the original order — the refund will be adjusted to reflect the actual amount paid.

Partial refunds will be calculated based on the actual price paid for the specific item(s) in question, after any applicable discounts or promotions are factored in. Our team will communicate the partial refund amount clearly before processing.

8. Exchange Policy

Chuy's is happy to offer a replacement or exchange for food items under the following conditions:

• An incorrect item was delivered or prepared, and you prefer a replacement over a refund.
• A food item was damaged or unsatisfactory in quality, and you would like the same item remade.
• A missing item can be prepared and provided in a timely manner at the discretion of the restaurant manager.

Exchanges for in-restaurant dining must be requested before leaving the premises. For delivery or takeout orders, exchange requests should be submitted within the timeframes listed in Section 3. Exchanges are subject to availability of ingredients and menu items at the time of the request. We reserve the right to offer a refund in lieu of an exchange if the requested item is unavailable.

9. Cancellation Policy

9.1 Standard Orders (Dine-In, Takeout, and Delivery)

For standard menu orders placed online or by phone:

• Cancellations made before the order enters preparation may receive a full refund.
• Once an order has entered the preparation stage, cancellations may not be accepted, and a refund may not be issued.
• For delivery orders, cancellations must be made before the order is dispatched to a delivery driver.

To cancel an order, please contact us immediately at [email protected] or visit chuysrestaurant.rest.

9.2 Catering and Event Orders

For pre-paid catering orders, group reservations, and special event bookings:

• More than 72 hours before the event: Full refund of the deposit and any pre-paid amounts.
• 48–72 hours before the event: 50% refund of the total pre-paid amount.
• Less than 48 hours before the event: No refund will be issued. Store credit may be offered at management's discretion.

All catering cancellation requests must be submitted in writing to [email protected]. Verbal cancellations will not be accepted. The cancellation date and time will be recorded based on when the written request is received by our team.

10. Dispute Resolution Process

If you are not satisfied with our response to your refund request, you have the right to escalate your concern through the following process:

10.1 Internal Escalation

Contact our customer support team and request that your case be escalated to a senior manager or the customer experience team. Please provide your original ticket or case number so we can retrieve your file and review it at a higher level. We are committed to resolving all escalated disputes within 5 business days.

10.2 External Dispute Options

If your dispute cannot be resolved through our internal process, you may consider the following options:

• Credit Card Chargeback: Contact your bank or credit card issuer to initiate a chargeback if you believe a charge was unauthorized or erroneous. Please note that initiating a chargeback without first attempting resolution with us may affect your ability to order from Chuy's in the future.
• Federal Trade Commission (FTC): You may file a consumer complaint with the FTC at ftc.gov if you believe your consumer rights have been violated.
• State Consumer Protection Agency: Depending on your state of residence, you may file a complaint with your state attorney general's office or applicable consumer protection authority.
• Better Business Bureau (BBB): You may file a complaint with the BBB at bbb.org.

We strongly encourage customers to work directly with our team before pursuing external dispute options, as we are committed to finding a fair resolution for every situation.

11. Fraudulent or Abusive Refund Claims

Chuy's takes refund integrity seriously. Any customer found to be submitting fraudulent, false, or abusive refund claims may be subject to the following consequences:

• Denial of the current and future refund requests.
• Suspension or termination of online ordering privileges.
• Reporting of fraudulent activity to appropriate law enforcement authorities.

We monitor refund patterns and reserve the right to investigate any unusual or repeated refund activity. Our goal is to protect honest customers and maintain fair business practices for everyone.

12. Changes to This Refund Policy

Chuy's reserves the right to update or modify this Refund Policy at any time without prior notice. Changes will be effective immediately upon posting to our website at chuysrestaurant.rest. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage you to review this policy periodically to stay informed of any changes. Your continued use of our services following any updates constitutes your acceptance of the revised policy.

13. Governing Law

This Refund Policy is governed by and construed in accordance with the laws of the United States and the applicable laws of the state in which the relevant Chuy's location operates. Consumer protections afforded by the Federal Trade Commission (FTC) Act and applicable state consumer protection statutes apply to all transactions covered by this policy.

14. Contact Information

For all refund inquiries, order concerns, or customer service requests, please reach out to us using the contact details below. Our team is available to assist you and is committed to responding to all inquiries in a timely and professional manner.

When contacting us regarding a refund, please have the following information ready to help us resolve your issue as quickly as possible:

• Your full name
• Order number or confirmation number
• Date and time of the order
• Description of the issue
• Photos or documentation (if applicable)
• Your preferred resolution (refund, replacement, or store credit)