Refund Policy

At Chuy's, we are committed to providing our customers with a satisfying dining and ordering experience. We understand that situations may arise where a refund or order adjustment is necessary. This Refund Policy outlines the terms and conditions under which refunds, exchanges, cancellations, and disputes are handled. Please read this policy carefully before placing an order through our website at meal-chuys.rest or through any of our affiliated ordering platforms.

1. General Overview

This Refund Policy applies to all food orders, catering services, gift cards, and any other products or services purchased through meal-chuys.rest. By completing a purchase or placing an order with Chuy's, you agree to the terms described in this policy. We reserve the right to update or modify this policy at any time, and changes will be posted on this page with an updated effective date.

Our goal is to resolve all refund and complaint situations fairly, promptly, and in accordance with applicable United States consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) under the FTC Act.

2. Eligibility Conditions for Refunds

A refund may be issued under the following circumstances:

• Your order was never delivered or was significantly delayed beyond the estimated delivery window without prior notice.
• The food items received were incorrect and did not match what was ordered.
• The food was visibly spoiled, contaminated, or otherwise unsafe for consumption upon delivery.
• A duplicate charge was applied to your payment method for the same order.
• A technical error occurred on our website that resulted in an unauthorized or unintended transaction.
• The order was confirmed by our system but could not be fulfilled due to product unavailability or kitchen closure.
• A catering order was canceled by Chuy's due to circumstances within our control.

Refunds are evaluated on a case-by-case basis. We may request supporting documentation such as photographs of the incorrect or spoiled food, order confirmation numbers, or other evidence to process your claim efficiently.

3. Timeframes for Refund Requests

To be eligible for a refund, requests must be submitted within the following timeframes:

Refund requests submitted after these timeframes may not be honored unless exceptional circumstances apply. We encourage customers to contact us as soon as an issue is identified.

4. Non-Refundable Items and Services

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

• Food items that have been fully consumed or partially eaten without a valid quality complaint.
• Orders where the customer provided an incorrect delivery address, resulting in non-delivery.
• Promotional items, free add-ons, or complimentary dishes included with a paid order.
• Delivery fees, service fees, and applicable taxes charged at the time of purchase.
• Gift cards that have been fully or partially redeemed.
• Catering orders canceled within 48 hours of the scheduled event (subject to the cancellation policy below).
• Special seasonal or limited-time menu items that were clearly marked as final sale at the time of purchase.
• Orders affected by customer taste preferences, as our menu is prepared according to standard recipes and descriptions provided online.

5. How to Request a Refund

To submit a refund request, please follow these steps:

1. Step 1 – Gather Your Information: Before contacting us, have your order confirmation number, the date of purchase, the email address used to place the order, and any relevant photos or documentation ready.
2. Step 2 – Contact Us: Reach out to our customer support team via email at [email protected] or visit our website at meal-chuys.rest. Include "Refund Request" in the subject line of your email.
3. Step 3 – Provide Details: In your message, clearly explain the reason for your refund request, describe the issue in detail, and attach any supporting photos or documentation that may help us review your claim.
4. Step 4 – Await Acknowledgment: Our customer service team will send an acknowledgment of your request within 1–2 business days of receiving your inquiry.
5. Step 5 – Review and Decision: Our team will review your refund request and communicate a decision within 3–5 business days. We may contact you for additional information if needed.
6. Step 6 – Refund Processing: If your refund is approved, it will be processed according to the timelines specified in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time depends on the original payment method used:

Please note that while we process refunds promptly on our end, the actual timing of when funds appear in your account is subject to your financial institution's policies and processing schedules. Chuy's is not responsible for delays caused by third-party payment processors or banking institutions.

7. Partial Refunds

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

• Only a portion of your order was incorrect, missing, or unsatisfactory — a refund will be issued only for the affected items.
• The food quality issue affected only part of a catering or group order.
• A catering order is partially canceled within the permitted cancellation window.
• A discount, promotional code, or coupon was applied to the original order — the refund will reflect the actual amount paid after the discount.
• Delivery fees or other service charges are deemed non-refundable per this policy but the food items qualify for a refund.

The amount of a partial refund will be calculated based on the individual price of the affected items as listed at the time of purchase.

8. Exchange Policy

Due to the perishable nature of food products, direct exchanges are generally not available for delivered or takeout orders. However, in cases where an incorrect item was delivered, we will make every effort to arrange a replacement delivery at no additional charge, subject to the following conditions:

• The replacement request must be made within 2 hours of receiving the original order.
• Replacement availability is subject to operating hours and item availability at the time of the request.
• Replacements are offered at our sole discretion; if a replacement cannot be arranged in a timely manner, a refund will be issued instead.
• For dine-in customers, our staff will work to correct any order errors immediately and replace the item with the correct one at no additional cost.

9. Cancellation Policy

We understand that plans can change. The following cancellation terms apply to orders placed through Chuy's:

9.1 Standard Online Orders

Standard delivery and takeout orders may be canceled within 5 minutes of placing the order, provided that food preparation has not yet begun. Once an order has entered the preparation stage, cancellations may not be accepted, and a refund may not be available. Please contact us immediately via email at [email protected] if you need to cancel.

9.2 Catering and Event Orders

Cancellations of catering orders must be submitted in writing to [email protected]. Verbal cancellations will not be accepted.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, or if you have a concern that has not been resolved through our standard customer service process, you may escalate your complaint using the following steps:

1. Internal Escalation: Request that your case be escalated to a senior customer service representative or manager by noting this in your follow-up email to [email protected]. Include your original case or ticket number for reference.
2. Written Formal Complaint: If the issue remains unresolved, you may submit a formal written complaint to our business address. We will respond to written formal complaints within 10 business days.
3. Third-Party Mediation: If a satisfactory resolution cannot be reached through our internal process, both parties may agree to engage a neutral third-party mediator to help resolve the dispute.
4. Consumer Protection Agencies: Customers located in the United States may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or with the consumer protection office of their respective state.
5. Chargeback Rights: Nothing in this policy limits your right to contact your credit card issuer or bank to dispute a charge. However, we encourage customers to contact us first so that we may have the opportunity to resolve the issue directly.

11. Consumer Rights Under U.S. Law

This Refund Policy is designed to comply with applicable United States consumer protection laws and regulations. Customers are entitled to fair treatment and honest business practices as outlined by the FTC Act and applicable state consumer protection statutes. Nothing in this policy is intended to limit or waive any rights you may have under applicable law.

Customers in California may also have additional rights under the California Consumer Privacy Act (CCPA/CPRA) with respect to data collected during the refund process. Please refer to our Privacy Policy at meal-chuys.rest for more information.

12. Amendments to This Policy

Chuy's reserves the right to amend, update, or modify this Refund Policy at any time without prior notice. Changes will be posted on this page with a revised effective date. We encourage you to review this policy periodically. Your continued use of our services following any changes constitutes your acceptance of the updated policy.

13. Contact Information for Refund Requests

If you have any questions about this Refund Policy or wish to submit a refund request, please contact our customer support team using the information below:

This Refund Policy was last updated on May 27, 2026, and is effective as of the same date. Thank you for choosing Chuy's. We value your business and are committed to making every experience a positive one.